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June 22, 2012

W.O.W. Patient Philosophy

This month is dedicated to creating a W.O.W. Patient Environment Philosophy.  W.O.W. is an acronym for “weed out weeds”.  We implement wonderful amenities like warm towels, aromatics and massage chairs to entice new patients and retain existing patients but fail to see the weeds we have growing in our office.  Weeds are anything that can make our patients feel unwelcome or uncomfortable and damage a relationship.  We want to weed out the weeds and instead nurture flowers.  Flowers are what make our patients feel welcome and help our relationship to grow and flourish. Set yourself apart from your colleagues, embrace a W.O.W. Patient Philosophy and be the office patients can’t stop talking about!

May 25, 2012

A Habit Away From Success! How to Sustain Change

You have just heard the most fantastic speaker share a step-by-step process for 5 systems that will make your business thrive!  Instant success right?  Wrong!  The problem is we learn what we need to do to implement change but we don’t learn what we need to do to sustain what we implement.  All the good intentions and great ideas in the world won’t make a difference if we can’t sustain them!   Forming new habits is the key to sustain change!  Listen to Judy Kay share her R.I.S.E. Philosophy to help you implement any new idea, system or protocol!   Learn how to form new habits and R.I.S.E. to Success!     

 

April 30, 2012

Fluff & Stuff of Appreciation

What’s the big deal?  After all how important could appreciation really be?  The truth is appreciation is not fluff but instead it is really the stuff that helps nurture our purpose and value!  Please watch the video below!

March 29, 2012

Toxic Attitudes

Attention all drama queens, pot stirrers and problem makers!  This one is about you!  Watch the video below!

 

March 1, 2012

Eliminate Eggshells & Elephants: Talk about Tough Stuff!

It’s the eggshells that stop us from talking about what we need to do or stop doing to elevate team performance.  What are eggshells?  Eggshells are the fragile feelings that arise when we try to talk about what’s not working or what could be improved.  The tough stuff. 

 Eggshells are a result of what we perceive based on our past individual experiences and not necessarily the other person’s intent.  Some of the Eggshells I am referring to are; fear, anger, judgment, retaliation, insecurity, nothing changes, peer pressure, hurt feelings, disrespect, or it’s not my problem.  Eggshells stop us from addressing the Elephants (the unstated issues or concerns) in the office. 

 We create barriers between each other by laying our eggshells all around ourselves and worrying about stepping on those that others have laid around themselves.  We believe if we talk about what is not working or what needs improvement we will step on their eggshells.  Almost everything becomes too uncomfortable or off-limits to discuss.  So we don’t!  Instead we just keep everything inside to avoid the eggshells and the practice environment deteriorates.  The chance to make good things happen, (better results, better relationships, and more responsibility) disappear.  What appears instead is a herd of elephants.  Everyone knows they are there and yet no one will talk about them for fear of stepping on an eggshell. 

The problem is, if we don’t discuss the issues as they happen, they don’t go away.  Instead the issues become elephants and the herd continues to grow until it takes over the entire practice.  We end up tiptoeing around each other’s eggshells and pretending the elephants don’t exist.  Communication between team members becomes emotionally charged or non-existent.  The office environment becomes stressful and negative.  Performance and patient experience plummets! 

 To overcome the eggshells we need to first acknowledge they exist.  Have a team meeting to talk about the eggshells in the office.  Have each team member identify which eggshells they surround themselves with most often.  They are their hot buttons and can be set off very easily.  Once the eggshells have been identified discuss the necessity of talking about what is working and what is not as it happens regardless of their existence.  This proactive communication helps to prevent and remove the elephants in the room.  Reinforce the message; we are all working together towards the same goal of a healthy office environment. 

 Talking about tough stuff as it occurs will eliminate the eggshells and elephants and promote a happy, healthy, high performing team environment.

February 22, 2012

Habits = Sustainabiltiy = Success!

You have just heard the most fantastic speaker or practice management coach share a step-by-step process for 5 systems that will make your business thrive!  Instant success right?  Wrong!  The problem is we learn what we need to do to implement our goals but we don’t learn what we need to do to sustain what we implemented.  All the good intentions and great ideas in the world won’t make a difference if we can’t maintain and sustain them!   

 I love the quote by Aristotle, “We are what we repeatedly do. Excellence then, is not an act but a habit.”  Therefore, if we want to achieve excellence we must make it a habit.  A habit is doing without thinking.

 Here are 5 steps to take what you implement and make it a habit!

1. Cleary define the process/system/protocol to the entire team

2. Establish as SOP (Standard Operating Procedures)

3. Be consistent & realistic with routines & repetitions

  • What we do and what we say, when, where & how
  • Every day, every visit, every patient, every team member, etc
  • Don’t settle – 3 out of 5 is not good enough, 5 out of 5 is

4. A habit forms after 18 to 254 days of repeated practice (average is 66 days)

5. Schedule regular check-ups

  • Quarterly – just like bacteria, old behaviors may surface

Dr. John Grohol wrote in an article that when researchers examined different habits, many of the participants showed a curved relationship between implementation practice and automaticity (automatic processing of information).  On average a plateau in automaticity was reached after 66 days. In other words it had become as much of a habit as it was ever going to become.  Although the average was 66 days, there was marked variation in how long habits took to form, anywhere from 18 days up to 254 days depending on the difficulty of the habits examined in this study.

So 66 days later, a simple habit might be in place and on automatic pilot. But as the research shows, it could as long as 8 1/2 months for more complicated habits to take hold.  This is why it is so important to continue to remind and reinforce new SOP’s at your Daily Huddles and Monthly Team Meetings and Quarterly Workshops!

February 11, 2012

Tough Talk, Tough Topics

Dental teams struggle to talk about tough topics!  The tough topics could be anything they fear a co-worker may disagree with or take offense to.  What I refer to as the eggshells.  I invite you to read my article on Eggshells & Elephants and learn how you can talk about the topics and still keep things positive!

October 4, 2011

October 2011 AGD Podcast

October’s AGD podcast Wes Blakeslee, DMD, FAGD welcome Judy Kay Mausolf to discuss avoiding and resolving conflicts among team members and creating an environment you want to work in. Ms. Mausolf provides suggestions for developing leadership and strengthening communication skills to build happy, healthy, high performing doctor/team/practice/patient relationships. Connect to www.agd.org.

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