In episode 075 we discuss a decision funnel to determine how we should spend our time performing tasks in the practice. Our discussion is based on the book “Procrastinate on Purpose” by Rory Vaden. Check it out to see if procrastination may be right for you!
Welcome to the Business of Dentistry podcast! Check out this week’s episode as we discuss our options on reacting to team transitions and how I’ve navigated these changes recently in my practice. Listen in to hear that and more on the 74th edition of Business of Dentistry.
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Recently there have been several transitions in my practice and they’ve impacted some business decisions I’ve made. A few of our front office team members have left on their own accord because they found other opportunities.
One of the people who left had been working in an administrative role and found clinical work elsewhere, so she gave her notice and moved on. The other person was a mother with young children in school and sometimes our work schedule conflicted with caring for her kids. To solve that she found an administrative role within the school district.
We also have a team member who went on medical leave, but we don’t know how long that leave will be so we had to figure out everything they do and build a system for it. We had to transition some of these tasks to other people without overloading anyone, all the while still getting the work done.
Even though we’ve had a pretty big shake up on the administrative side lately, we are weathering the storm well.
One of the team members who left, Catherine, did so right about the time I was set to leave for my Navy reserve duty. Of course it wasn’t great timing but we made the necessary adjustments. My office manager Paul and Becca, my front office team leader, asked me what to do. I told them to start the search for finding a replacement while I was gone.
During my 2 weeks service Paul messaged me to say he and Becca thought they found someone. They both interviewed her and thought she would make a great addition to the office. He then asked if I wanted to talk with her when I returned or if they should go ahead and hire her.
Initially I was reluctant to hire this person without meeting her first. But I took a step back, took a few deep breaths and realized I have known Paul and Becca for years. I trust their judgment so this was my chance to show them. I took a big leap of faith and told them to hire this person if they really believed she was a good fit.
My initial hesitation was not because I don’t think they can hire good people on their own, it was about my ego getting in the way. When I realized that I knew I could delegate this to them and they would hire the right person.
When I returned from my two weeks in the reserves, I was walking down the hallway to our team meeting when I met Whitney. This is the first time I had a new person in the office whom I had not personally interviewed and hired. It was refreshing! I will say that it’s early in the game, but I think she has great potential.
And I’m bringing this up because this is the first time I’ve ever delegated the hiring process to my staff. You may already be doing this, but in my 16 years of practicing I’ve never done it before.
This is also timely for me because I was on social media recently and read a Facebook post from a man who had fired his entire staff, in one fell swoop. At first I thought he was kidding, but as I read more I realized he was serious!
I don’t know the entire story but it was interesting to me that someone would do something this extreme. And I’d love to have this person on the show and interview them, if you know this individual or are this person then email me. I’d love to know what prompted this person to wipe the slate clean and shut down their business while they retooled their entire staff.
On this episode, I also share how I had a similar experience in my practice, plus some office hiccups we’ve experienced with various technology. And I wrap up with a few takeaways I want to share including why a good leader often requires you to delegate, and why change is inevitable but how we react to it is so critical.
And before I go, I have to give a quick shout out to Ms. Betty Williams, who has jumped on the dental podcast listening bandwagon. Her husband is Dr. Chad Williams, and I appreciate her feedback and sharing better business practices with me. If you have any questions or anything I can help you with please email me, after you listen to episode 74 of Business of Dentistry.
The Business of Dentistry is back this week with a special interview. In this episode I interview a former patient, Mr. Nathan Harris. In our discussion he gives us an unbiased opinion on what potential patients are looking for in a new dentist. Episode 73 of Business of Dentistry is definitely worth a listen.
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You may have noticed I’ve been away for awhile, I’ve had a few weeks with the military and the office has been busy because it’s summer. Now I’m back and bringing on a friend and former patient of mine to talk about dentistry from the patient’s perspective.
Nathan Harris and I met in a leadership group about 10 years ago and we’ve been friends ever since. Because he’s moving to a new area I asked him to share how he’s gone about finding a new dentist.
When looking for a new dentist, Nathan said he would go to Google and search for a phrase like “best dentist in X: (X being his new town or county). He would do a lot of research first, and including things like insurance, but also he’d research finding a place that he feels comfortable. He doesn’t like the going to the dentist but he knows it is necessary, so finding a place he feels good about it is important to him.
To get a feel for the new dentist he’d look at their online reviews, their social media and anything else he can find via Google. From there he would potentially schedule a visit or just drop by their office to see what it looks like.
He’d do so because he wants to know if it’s in a good part of town, if it is a nice-looking professional building and office space. Once he’d narrow it down to a few potential dentists he would ask around about those specific practices. He would ask for other people’s experiences and input on those potential dentists he had found.
Nathan explains word of mouth plays a bigger role than social media, so if a friend or someone else he knows, likes and trusts tells him not to go to one dentist, he’s going to listen to that over online reviews.
The opposite is true, too: a positive referral will reinforce any positive research he has found online.
As far as scheduling and the actual office visit, he wants to call to make an appointment. The first thing he’d want to hear is a smile on the other end. He believes if someone is enjoying their job and has a pleasant attitude about their work it comes across when they answer the phone. Also he wants someone who identifies the office by name, and someone who can answer basic questions or will put him in touch with someone who knows the answers.
In terms of the physical office, he is looking for a space that conveys what the office is about: cleanliness of course, but also the waiting room experience. Do they offer things like wi-fi or music or other distractions if he has to wait? He also looks for a place that doesn’t smell like a doctor’s office!
Initially, he said a tour would be nice and he would like to see the equipment and highlights of the technology available. During his first meeting with the potential new dentist he wants to spend a few minutes talking with that dentist. He also wants to hear credentials, how long they’ve been in business, and what they specialize in.
We wrap up our discussion by talking about the big three: time, money and fear, and why I try to find out what each of my patients are most concerned about from those three. Nathan shares which of those three is his biggest concern, but also why all three are critical for him.
This is a great topic from a unique perspective we don’t often get to hear from directly so let me know what you think after you listen to episode 73 of Business of Dentistry.