I remember vividly my first days as the new VP of Marketing and Business Development in a Wisconsin hospital. I made it a point to walk around and introduce myself in various departments. It was important for me to get to know the people and the culture.

During one of my early rounds, I discovered a custom of accepting rude behavior from a few select individuals. I learned this when I walked into a department to find the director in a heated discussion with one of the respiratory therapists. Somewhat taken aback that this discussion was happening in a customer-facing area, I paused, assuming the pair would turn their attention to me – a stranger stepping up to the front desk.  They did. But instead of asking how they could help me, the director turned to me and rudely asked, “What do you want?”  Read more...