Exceptional Dental Practice Management

Sing Your Song

"Most men lead lives of quiet desperation, and go to the grave with the song still in them."   ~Henry David Thoreau~

Can you relate to this quote?  I think that many dentists have fallen into lives of quietly and quite desperately wishing that they could have the practice they want.  The vision that they started out with seemed exciting and attainable.  So often, a young dentist enters practice with a sense of excitement and a feeling that no that he or she is out of school, life will be so much easier.  Unfortunately, even in the best of circumstances, there will be some stressful, disappointing days.  I an average set of circumstances it will seem that there's always a problem to solve.  In the worst situation, it will seem like never-ending drama and stress.  Where do you fall into these scenarios?

Where are you now, are you still hoping to get the perfect staff and grateful patients?  A sane schedule and a reasonable A/R?  Equipment that never breaks down and patients that show up on time and never cancels?  The only thing that hoping does is this: it keeps you moving in the same direction.  Hoping doesn't change anything, sometimes fate steps in a improves things and we give hope all the credit, but it really just keeps us from finding out how to take action.

Why did it happen?  Do you avoid confrontation?  Are you trying to be a nice guy?  Do you want everyone to love you?  Are you tired of the fight to get things the way you want them?  Does it seem impossible to get a team that wants to work for your vision?  Address any question that you answered yes to and decide on a solution.

What is the song that is in you that is slowly being choked out by desperation?  You may have to dig down deep, but it's still there and you can still hum it if you try.  Let it inspire you and help you see what you really want.  There's no reason to settle for anything less than the full song and all it's verses.  You get it by making it your intention.  Decide now that you will stop the desperation and move to a realization of those long ago dreams.  Make up your mind to take charge of your practice and sing the song you wanted to sing loud and clear.  

Grow Your Own

How do you get an amazing staff?  You grow it yourself.  I think it's very unusual for a great staff to just assemble in one practice without a concentrated effort that starts with the dentist and manager and grows with each staff member as they are initiated into the integrity of the culture of the practice.

You are the starting point because you have the knowledge of your vision for the practice.  To initiate your staff, you have to share your vision with them.  You must explain your ideals and values and ask them to accept them as their own regarding the practice. 

If you think about anything that you care about and want to see thrive, you realize that you make sure that you create the proper environment to give it the best possible chance.  If you are expecting a new baby, you get the room ready, buy baby clothes and toys and read up on all the best parenting information.  You want your baby to have the best possible start in life.

Try to think about your employees in the same way, whether they're brand new to the practice, or they've been with you a while.  Think of it and explain it this way:  You want to go in a new direction, so everyone's starting at the beginning with this vision for your practice.  There will be some stumbles, maybe some tears, maybe some laughter, but you'll all learn to ride this new bike.  

Some staff members may offer resistance, but with patience and time proven results, they'll learn that doing things in a new way doesn't have to be painful or stressful, and it can be so much better.  Some might not make it if they refuse to let go of what no longer works.  That will become so apparent to everyone that it will be almost a natural falling away.  

As time goes by and the value of working in this new way becomes clear, those that work with the changes will begin to take ownership of the new culture they've helped to create. They will become less dependent and accept more responsibility and continue to grow in confidence and loyalty.  They will uphold the standards and practices with new staff members because they want to protect what they helped grow.  As new staff members enter the team, they too will soon value and appreciate the healthy and positive atmosphere you've created.  

What began as something that you had to grow and tend with little help, will become a thriving co-op that benefits everyone involved.  As you consider the vision you started with and look at what you've grown, you'll experience the satisfaction that comes from working with determination and belief in yourself and those who you've asked to work with you.

Don't Just Stand There Impress

I love experiencing great customer service.  I was shopping at Williams Sonoma with a friend today and the entire experience was a Wow!  We were greeted warmly as soon as we walked in.  My friend raved about some of their simmering sauces, so I ended up picking up three jars of sauce (word of mouth advertising at it's finest).  When the woman behind the counter noticed that I was walking around holding all that she immediately came over and offered to set them aside for me while I continued shopping.  Great for me because I was relieved of my burden, great for the store because now I was free to pick up more items.  

When we were ready to check out the clerk wrapped up the jars and started to reach for a bag, only to realize that her co-worker had noticed that she was wrapping three jars and had already doubled two shopping bags for her so that I wouldn't have to worry about bag failure and broken jars.  Now that's a giving team member.  The clerk mentioned that she loved the sauces I was buying and gave me some ideas for some added ingredients.  She then offered to sign me up for their newsletter so that I could keep up on cooking classes and receive recipes and cooking tips.  All in all a nice experience for me, and a good sale to someone who was just intending to browse.

So, here's what impressed me.  The clerk was alert to our needs and quick to respond.  We were greeted as guests as soon as we entered.  The store displays were interesting and appealing.  I loved the way the co-worker supported the person helping us and I enjoyed her pleasant conversation.  Basically, we were treated like welcome guests and it was effortless.

It's easy to transfer that to a dental office.  It's actually easier because we're familiar with our patients and can keep notes on their preferences and special occasions.  Make it a habit to pass on information so that everyone gets a chance to impress.  Then let the word of mouth advertising do the rest.

 

 

React To Their Humanity

I was driving home the other day and saw a man and his wife walking their dog.  Usually, if it was any other couple, I would just wave and think no more of it.  The husband in this couple made it different.  He used to own a small business in town where I shopped occasionally and he was known for being unfriendly to the point of being unpleasant and rude.  He was so off-putting that I found myself debating, in the few seconds it took to drive toward them, whether I should bother to wave or not.  Silly, isn't it?  What would a wave cost me?  At the point of decision, I decided to wave.   He didn't respond, but his wife smiled and waved back.  As I went on this thought went through my mind;  Don't react to his personality, react to his humanity.

After I had that thought, I felt relieved that I had chosen to do the right thing.  It would have been perfectly justifiable to have gone on without a wave, but it made his wife smile.  She might not get many opportunities to smile, living with someone who seems to begrudge cheerfulness like he seems to.  Then again, maybe she understands the reason for his demeanor and loves him not only in spite of it, but even more because of it.  I don't know, but the possibility calls me to honor their humanity.

I know from personal experience, that we don't know each other's heartaches, disappointments, sorrows, or desires.  People may wear their joys and sorrows on their face, but they hide their scars in their hearts and souls.  Disappointment may crush the spirit and make each day an effort, but each day arrives, over and over again and must be lived.  It just may be that the way we meet and treat each other, can give someone who is struggling strength and hope.  You never know when a kind word can lift a bruised and battered heart and shine a light where there seemed no hope of happiness.  

It doesn't matter who we are, what we have, where we're from.  Our humanity is our common bond.  Whether we are the cheerful, grateful patient, or the unpleasant curmudgeon, we have our humanity to unite us.  She's annoying, he's too loud, she's lazy, he's a grouch, that's ok, we can care for them anyway, their personality doesn't have to blind us to their need for love.  We just have to fight the urge to react to the personality they're wearing on the outside and find even a glimmer of the human being that they are.  If you can do it, you will make a difference, even if you never know it, and you will be happier for it.

I'm not a Pollyanna, I struggle every day, throughout each day to do this myself.  I fail often, but I keep renewing my determination to treat others with understanding and patience.  I have been facing life-changing, heart-breaking events myself in the last year and I know what the kindness of others can do.  A smile from a stranger for no reason is uplifting.  An embrace from a friend is a reminder that I am lucky.  I realize that we can rescue someone who is struggling from despair. Dealing with pain and receiving the grace of kindness from others, has been a gift because I have gained the awareness of the power of compassion.  Who will you grace with your compassion?  Maybe it will be a friend, a spouse, a child, a co-worker, a patient or a stranger, but what greater good is there?  Even a wave can have an impact that we may never know, but we can hope to do some good each day.  It's the hope that makes us human and the grace that makes us good.