Does The Villain Become A Hero?

Photo by Louis Reed on Unsplash

Red, who's definitely not the business half of Red & Black, has heard over the years – especially from politicians and the media – that drug companies are the bad guys. Charging astronomical prices for drugs. Disclosing dangerous side effects or that it's potentially habit-forming. OK, they may be legally required to disclose that information but they do it at either the end of TV commercials in a way designed to make you "tune out" or, once you buy the drug, in the tiniest print. (OK, be honest, how many of you read the little pamphlet that comes with your medication? Red doesn't, and she was the straight-A student!)

Now, those same companies are spending millions and millions of dollars researching, developing, and testing drugs to prevent or treat Covid-19. Red, like many people, is thrilled at the news of seemingly successful vaccines rolling out any day now. However, at the risk of getting an unwanted business lesson on the drug industry, she comments to Black about all those previous conflicting impressions about the drug industry.

Black knows better than to try and explain to Red how you have to amortize R&D (research and development) expenses, or the fact that drug companies are businesses (not not-for-profit) so have a financial obligation to its shareholders. Not to mention, the issue of why manufacturing drugs has moved overseas. At this point, the bottom-line (pun intended) is that without more information you can't determine if drugs companies are going to be the good guys (although there's a financial implication, and accounting entry, for "goodwill") or the bad guys.

Time will tell … but meanwhile it provoked Black to ask:

Does doing good have to be mutually exclusive from doing well?

big pharma

Words & Banter

Did My Boss Just Suggest ... Sleeping On The Job?

Photo by Fernando Lavin on Unsplash

After a busy weekend doing all those personal things that pile up during the week, I feel like I need a nap. But ironically, I never think about weekend naps, even though I could “rationalize” them as doing something positive for myself vs. feeling like it’s a “guilty pleasure” (which is how I feel about workday naps).

When I mentioned that to Black, she suggested I reread my post below (I still laugh at one of the places Black has taken power naps). She then added that it was a selfish request as she knows that my work, not to mention my mood, improves from recharging my batteries.

I'm sitting at my computer but I see our big black labradoodle, Moo (imagine calling for her on the street), curled up for a nap in an armchair. I look at her with love but also with more than a touch of envy. Because as much as the stacks of papers on my desk beckon (or is it taunts) me, a nap's what I really want, and probably need.

The reasons why are unimportant but probably familiar to most people. I stayed up later than I planned, then my sleep was interrupted during the night by Moo, a crazy morning filled with unplanned things that delayed what I'd hoped to have accomplished, which meant I was now working at full speed to "catch up" and I felt exhausted. Not to mention, this morning's caffeine had worn off hours ago.

You may be thinking, "You work from home, just stop what you're doing and take a nap." Well, it sounds like good advice except I'd feel guilty doing that, especially during a workday. A nap just seems selfish. Plus, I'm not sure how I'd explain it to Black, although she doesn't sleep normal hours, and does take power naps.

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rest and recharge

Words & Banter

RED & BLACK … May I Help You?

Design by Sawyer Pennington, Underlying photo by Jon Tyson on Unsplash

red head assets.rebelmouse.io

Why does everything have to be such a struggle? Even a simple phone call to a doctor’s office. I don’t know whether it’s because I’m tired or getting older, but I just don’t have the time or the patience for this.

Black's Head Black assets.rebelmouse.io

Me, neither.

red head assets.rebelmouse.io

Do you mean this conversation? Or are you agreeing with me? Which, although nice, doesn’t make sense, as you don’t even know what happened.

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Words & Banter

Have You Ever Thought ... "I Confess. I Miss Being A Bookworm."?

If you asked each of us our favorite childhood book, Red would draw a blank, while Black would quickly reply, “The Little Engine That Could,” and then start repeating, “I think I can, I think I can, I think I can.” But if you asked about our memory of the first book we read on our own, we might not remember the title, but it would be a Dr. Seuss book. And even though we both love to read, that would probably be the last time we agreed on what to read (see Red's original post below). Red prefers to read for enjoyment and escape (she’ll read online articles as “brain breaks” during the workday), while Black always seems to be “researching” something … and recently sent Red an article listing the benefits of reading because, in addition to our love of reading, we both love lists!

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reading

DON’T MISS A THING

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Black assets.rebelmouse.io	I listened to what you said and suspect something that should have been simple became a production. I do not need the specifics to understand the concept.
red head assets.rebelmouse.io	Well, at least you’re listening. Which is part of the problem.
Black assets.rebelmouse.io	OK, now I need more information.
red head assets.rebelmouse.io	I used to think that the phone systems where you call a company and get automated prompts were the worst thing imaginable, as I wanted to speak to a human. Now I’m not so sure.
Black assets.rebelmouse.io	Yes, they can be very time-consuming and frustrating, but there are ways to bypass the system.
red head assets.rebelmouse.io	Thanks, but the problem started once I reached a real person. I don’t think people listen anymore.
Black assets.rebelmouse.io	I agree with that, too. Or, maybe you do not get to the point quickly enough.
red head assets.rebelmouse.io	Fine. A few months ago, I got a bill for my annual physical, and it included an item I shouldn’t have been billed for. But it was during the holiday season, so I got busy with other things. About a month later, I called the office, and after spending quite a bit of time going over everything, I thought it was resolved.
Black assets.rebelmouse.io	Let me guess; it was not.
red head assets.rebelmouse.io	Not even close. I received a letter from a credit collection agency! Which led to having to start all over again with a different person in the doctor’s office. Hopefully, it has been resolved this time, and I’ll get a corrected invoice, not a second letter from the collection agency.
Black assets.rebelmouse.io	You do realize you could have paid the uncontested amount at the start. And, FYI, the collection process is probably another automated system the doctor’s office uses.
red head assets.rebelmouse.io	I was looking for sympathy, not advice, but I should’ve known better. Anyway, the whole thing is ironic. I know that I’m always saying that with everything being automated these days, I want and miss dealing with people. And then it was people that created this problem.
Black assets.rebelmouse.io	Technically, technology and automation caused the problem. But, whoever handles “customer service” should have been able to fix it. This means businesses need employees who are knowledgeable, good communicators, and problem solvers.
red head assets.rebelmouse.io	At the risk of being old-fashioned, is it too much to want them to ask, “Can I help you?” and mean it?
Black assets.rebelmouse.io	“Can” means having the ability. And, is a separate question from “May I help you?” which reflects the desire the help. Both are required.
red head assets.rebelmouse.io	I’ll ignore the English lesson, but that’s what Home Depot does! They hire people who are knowledgeable about the products, and they’re always happy to help. In fact, they’ve often walked me clear across the store to help me find something. I remember trying to buy a new toilet, which somehow became complicated, but the store manager went above and beyond to make everything right. Bottom line, and this may sound crazy, but they take pride in helping customers.
Black assets.rebelmouse.io	That started at the top. It was how the company was built. They wanted to be a big business that offered the expertise and service of a small hardware store. When the chain first started, they stacked empty boxes on high shelves to give the illusion of being bigger than they were, but provided training for their employees to make sure they could help customers with most home repairs or improvements.
red head assets.rebelmouse.io	Impressive, but it must be expensive to train everyone.
Black assets.rebelmouse.io	It is an investment. And, reflects priorities. But, not all jobs require that level of training. It is about mindset and perspective. Each employee that interacts with a customer has the power to make the experience a good one or a bad one. Customer service should be more than a stand-alone department.
red head assets.rebelmouse.io	I remember when we were “teaching” at KIPP Houston High School, and you explained to the seniors that taking pride in how you do your job, regardless of what it is, doesn’t “cost” anything and doesn’t require special training. And is a great way to stand out in today’s workforce.
Black assets.rebelmouse.io	When I was in corporate, I told my employees the same thing.
red head assets.rebelmouse.io	Do you remember when you interrupted the manager’s meeting at the table next to ours at Pappadeaux’s Seafood Kitchen to say that same thing? I bet that was the last thing they expected to hear from a customer.
Black assets.rebelmouse.io	I could not help myself. Although it had been years – no, make that decades – since I worked at the Strawberry Patch, one of the Pappas’ first restaurants, I still remember the manager, Steve Sims, explaining that the hostess is the first employee the customer would meet and that they set the tone for either a great start or a bad experience. Each person, no matter what their job, is an important member of the team. It has stuck with me all these years.
red head assets.rebelmouse.io	What a powerful but simple lesson. However, I have a hard time picturing you working in a restaurant.
Black assets.rebelmouse.io	You would have an even tougher time if you saw the uniform I had to wear. Luckily, there are no pictures.
red head assets.rebelmouse.io	Are you sure? Maybe I should call their customer service.
Black assets.rebelmouse.io	Maybe you should not …