Let's depart from staff meetings for a day. I was talking to one of our hygienists today about the ways patients are reacting to the economy. It seems to be different in every office. It's not only state to state, one town or another, it's different in the office down the street, too. We've had our ups and downs, but I think the real difference is in how we choose to respond to the needs and situations of our patients and our staff.
Let's face it, the economy concerns everyone at this point. One thing that I always remember is something I read in The Success Principle: E + R = O. Event + Reaction + Outcome. We can't always control events, but we can always control our reaction and that will have a lot of impact on the outcome. There are things we can control like our reactions and things that we are not able to influence like the actions of others. Sometimes you'll hear someone explain a poor decision they've made or reaction they've had like this, "I couldn't help it" or "I can't stand it." Well, guess what, yes you can. If you want to. You always have a choice and you have to think and understand that each action that you choose will have a corresponding result, pretty much completely controlled by you. Can't stand it? Well, sure you can, you're already standing it even while you say that, aren't you?
So, where am I going with this? So many people react to temporary problems with pretty permanent responses. Let's look at openings in hygiene. I've heard of dentists firing their hygienists and doing hygiene themselves. Unless the situation is dire, and the dentist is sitting around with nothing to do, I wouldn't do this. Instead, I'd try to figure out why the waiting room is empty and I'd brainstorm with the staff about how to get people coming in the door. Think outside the box. It's not easy because we're used to our rules and policies, but they may not work when the world changes. Make it easier for patients to accept the treatment they need by offering payment plans, phasing treatment and working with them to find treatment options that can get them through the hard times until they can afford something more comprehensive. Patients remember when people are good and fair. When they speak of you to others, that is how they will describe you. They will bless you for it when they remember.
Staff know when the people they work for care about their well-being. At the same time, employers know when their staff is willing to do whatever it takes to get through tough times. Don't think your staff isn't worried, they are probably worried sick, even if they don't seem to be. A lot of times people don't communicate their worry and fear because saying it makes it too real. The dentist is worried that his practice will fail and he will lose his livlihood. The staff is worried that the dentist will decide to respond to a decline in patient numbers by reducing staff and they will lose their livlihood. Rather than hugging your fears to your chest, open the door to communication. Talking about it will draw you together and together you are more likely to come up with ideas and solutions that will help improve things.
So, will you be blessed or cursed? When the economy improves, what will you see when you look around your office? Will you see a diminished, nervous staff and a depleted patient base? Or, will you see a strong, dedicated staff who will tell everyone how fortunate they are to work for you. Will your patients say that you are decent and caring and that you you were generous and caring when they needed it? Blessed or cursed? E + R = O
Nice post! I think that the economical problems will still continue in the future and it really is a problem to everybody. But what's important is how deal with it and how you handle the situation. I think that dentists should be more considerate and more positive especially now that the economy is being cursed. Weighing things properly before taking any actions is the most important of all.
Posted by: Mexico Dentist | November 04, 2010 at 05:24 AM