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March 1, 2015

MOTIVATION DOES NOT LAST!

March 2015

Motivation Does Not Last!

Motivation does not last sounds like such a negative title coming from me. I am known as the coach, speaker and author whose goal is to motivate others to be happier and more positive! OMG, you are probably thinking she finally hit the wall. LOL

Breathe, I still live in my orange world filled with sunshine, happiness and positive energy. However, the reason I am happy and positive almost all of the time is that I do realize that motivation does not last!   Staying motivated is a choice and a commitment we make.

The dictionary defines motivation as having a strong reason to act in a certain way or accomplish something. So how can we stay motivated on a daily basis? Define your reasons! Here are questions that can help you define the reasons that will motivate you.

  1.  Am I happy with how I live my life?
  2. Do I impact others in a positive manner?
  3. Do I strive to do my best?

Let’s start with question number one, are we happy with how we live our life. If we are happy with how we live our life we will have a strong reason which is the motivation to keep doing what we are doing. Take some time alone to take inventory of your life. I like to use a big easel pad and markers to write down all the thoughts that pop into my head. What is currently in your life that makes you happy and grateful and what is currently in your life that does not. This same process works great for dental teams as well to help them create the culture where they are happy and motivated to work. Have a team meeting and discuss what is currently in the work culture that makes the team feel happy and grateful and what does not?

Start by identifying and writing in ORANGE (seriously is there any other color) what you appreciate and makes you happy that is already in your life. Maybe you have an awesome family or a job you love or you are healthy. Feeling gratitude and happiness for what exists creates motivation to continue down the same path! Happiness and gratitude are huge motivators as they are great reasons and the pay off the what’s in it for us!

Next use a blue marker to write down all the things that are currently in your life that do not make you feel happier. Get it…they make you feel blue. Prioritize and just focus on one at a time. Knowing what you would like to improve to feel happier is a great motivator.

My husband Steve and I are focusing on getting healthier this year. We both have had some minor lower back issues that have been impeding us from doing some of the things that we enjoy and make us happy. In December we started doing Pilates together in our home twice a week. Our instructor is Sarah Picot in her video “More Than a Mat”! You can find her awesome video series on Amazon. Steve and I are motivated to continue Pilates because our backs have started to feel so much better. Now we can do more of the things we enjoy which makes us happier! We also have given each other FitBits as a Christmas gift. Who knew competition with your hubby could be so much fun. Competition and fun are huge motivators. We consciously take extra steps to reach our goal which is 10,000 steps per day. Here is my brag moment…when I was speaking at the awesome Star of The South meeting this January in Houston I logged over 25,000 steps in one day! When I speak I like to walk around in the audience.

Question number two, impacting others in a positive manner is really about positive circulation. Positive circulation is like Law of Attraction but always on the positive side. When we lift others up we will feel lifted because it gives us a sense of well-being. Having a sense of wellbeing is a huge motivator. Positive circulation is that all things in the universe are always flowing in circulation but at an ever expanding rate. What you give to one person, you will receive from a different source. So you don’t have to give with the expectation of receiving back from the same person you give to, but knowing that it will definitely come back to you multiplied from other sources. It works according to the law of cause and effect where the universe always mirrors back to you whatever you do. Think about this, how many times you have opened the door for someone only for someone to open the door for you…or allowed someone to merge in traffic and was reciprocated later in the day from another driver.

Question number three, doing our best is about having a sense of pride in what we do. Pride is a huge motivator. I am sorry to say pride has gotten a bad rap. There is a difference between having pride in what we do versus being boastful. Pride does not mean we are being conceited, arrogant or smug. Pride means we feel happy, joyful, delighted, satisfied and respect ourselves for what we have accomplished. How sad that we have been taught it is wrong to celebrate doing our best and feeling good about it. Instead we wait for others to acknowledge our success which often goes unnoticed. Think about it. How many times have you done something you feel good about at work and no one was there to celebrate for you. We end up not celebrating and we lose our joy and passion in life. Joy, passion and celebration are huge motivators! The next time you do your best at something even if there is no one to help you celebrate…stop and take a moment…stand up…breathe deep…throw your arms in the air…and shout TA-DAH! Give yourself a round of applause! After all you deserve it…you did your best. That’s all any one of us can do. Harness the motivating power of celebration with a TA-DAH today!

Contact Judy Kay today if you would like to learn more about how she can help your team WORK together better to build a happy healthy and high performing service culture!

February 1, 2015

Slaying Stress Monsters

February 2015

Slaying Stress Monsters!

Many of us feel stressed on a daily basis and for some of us even hourly! Stress affects our health, happiness and our success in life. Our level of success in life is defined by our level of happiness and our level of happiness is driven by the level of stress we feel in our day to day routines. This month’s focus is on learning how to remove stress to get happier and more successful!

Let’s start with the myths about stress…that stress is something that happens to us …or that someone made us feel stressed. The reality is that stress does not happen to us it is manifested by us. It is not what is happening or not happening or who does what that causes our stress. It is how we think and respond to the situation that causes our stress. We often talk about stress as if it is a physical thing like a monster that seeks us out. Stress does not come looking for us. We manifest it from within. Whether we feel stress is always subject to our mindset.

“Our mindset creates our stress level!”

There are four common stress monsters that we most often manifest. We can remove the stress in our life by identifying and overcoming these monsters.

The first stress monster is the WHAT IF monster! We worry and agonize about what if this happens or what if that happens.   What if they don’t like us or don’t accept us. What if I am not good enough? What if I do this and I end up opening a can of worms or the biggest what if…what if I fail! The stress of what if weighs heavy on many of us ad keeps us playing ourselves small. When you start to feel yourself spin into the WHAT IF cycle:

  • Stop ruminating
  • Breathe deep and count to 10 slowly for 30 seconds
  • Observe emotion than let it go!
  • Start thinking & processing!
  • Make a plan!
    • What is the worst case scenario
    • What is the best case scenario
    • What is most likely to happen
    • Will I live? If the answer is yes…take the next step

The second stress monster is the SHOULDS monster. We constantly stress ourselves out with negative self-talk. We become critical and think I should do this I shouldn’t have done that. The more we do it the more we start to doubt our worth and what we can accomplish. When we get into the comparison trap someone always ends up losing, usually it is us. Others are doing this or have this…I should…! When you start to SHOULD on yourself:

  • Stop being a Wallower
    • Wallowers – complain ,criticize, blame, gossip and compare
  • Be a creator
  • Focus on what is positive in your life
  • Identify what isn’t
  • Go after what you want
  • Replace the word Should with Could

The third stress monster is the PERFECTION monster. We stress about doing everything perfect. It paralyzes us and can stop us from taking even the first step. We start to procrastinate and stress out of fear of not doing it perfect. We start to feel petty and insignificant. The reality is none of us can start from perfect. Success comes only after mistakes. We will never become the person we could become if we limit ourselves to perfection. Success happens when we keep trying until you persevere. When the PERFECTION monster starts judging you:

  • Strive for excellence not perfection
  • Set high standards not impossible standards
  • Value who you are not what you do
  • Learn from failure instead of being devastated
  • Correct mistakes instead of dwelling on them
  • Appreciate instead of detest critical feedback
  • Don’t base your self-esteem on winning
  • Focus on the process as well as the results

The fourth stress monster is the DOOM & GLOOM monster. You know like Eeyore from Winnie the Pooh! We become pessimistic and stress about life. We see the glass as half empty. We believe life is full of adversities that happen just to us. We believe the bad things will continue to happen throughout our entire life and they will affect everything we do. Our beliefs generate our feelings and our feelings determine our outcome. It becomes a negative self-prophesizing cycle. When the DOOM & GLOOM monster hangs over your head:

  • Dispute the negative limiting beliefs
  • Verify accuracy
  • Identify 3 potential positives
  • Take action steps to support the positive

When we identify the monster we our manifesting we can take action steps to remove it. I like to visualize the monster sitting on my shoulder and remove it by saying I see you and physically flicking it off my shoulder! Slay the stress monsters in your life and get happier and more successful! TA-DAH!

Contact Judy Kay today if you would like to learn more about how she can help your team WORK together better to build a happy healthy and high performing service culture!

November 1, 2014

Fear of the Unknown!

Fear of the Unknown!

Fear often paralyzes and sometimes even stops us from living a happier life. Yet fear is really only a negative prediction of the future and not reality. The fear I am going to address today is the fear of the unknown. Many of us choose to stay right where we are at because we feel safer when we know what to expect. Even if it is a negative, toxic or even a dangerous relationship or environment! For example, staying in a work environment that you dread going to everyday or choosing to keep a negative or toxic employee. Or worst case scenario staying in an abusive or dangerous relationship. I have found more often than not that the times where life my life seemed difficult or scary were actually just what I needed to push me to live a happier and juicier life!

This month is dedicated to overcoming the fear of the unknown!

http://youtu.be/-aDc7wCh-yY

 

My Orange Fish Fable!

Every spring my awesome hubby Steve meticulously sets up our pond in our back yard with a fountain! We call it our fountain pond! It takes two full days to complete but it is well worth it. LOL, that is easy for me to say as I am not the one doing the work. The second day includes a trip to Terra Garden Shop to purchase water Lilly’s and other aquatic plants…followed by a visit to the local Pet Smart Store to purchase 25 to 30 assorted colors of goldfish! Of course the majority are bright orange!!! I think they really should be called orange fish as they are not gold they are really orange and orange is a much happier color! So being as it is my article I will refer to them as orange fish!

They live a happy life all summer long swimming, eating and growing in their fountain pond! They have even found the perfect places to hide when they feel threatened by raccoons, birds and the occasional otter! Their pond is a sanctuary of underwater crevices between the rocks! I can imagine them paddling around thinking life is good!

 

Ahhh…but here comes the unknown! Time to cue the scary music….

We live in MN where any ponds that aren’t very deep freeze solid during the winter. Every fall we need to either rescue the orange fish from freezing or it will mean imminent death. We take them to the lake across the street that doesn’t freeze so they can live and flourish! Of course they don’t know this! This is their unknown! All they see is a woman (me) with a big net chasing them around in their pond! LOL, I have one responsibility when it come to our fountain pond…catch the fish in the fall! I am the net lady! These poor little orange fish fear for their lives because they don’t understand that I am really trying to save them and give them a better and longer life. So out of fear of the unknown they hide in their safe sanctuary! What they don’t realize is that what they believe is their salvation will actually lead to their demise!

I thought this was a great analogy for human life! We can’t see what’s over the hill or around the bend or in our future so we are afraid to step forward! We would rather stay where we believe we are safe because we fear the unknown. Yet the fear we feel is only a negative prediction of the future…it’s not reality. Whereas the situation we are currently living in is reality and in some cases a very dangerous reality. But we stay right where we are at and pretend, avoid and hide from things with excuses (excuses are human crevices) to feel safe!

Action Steps:

  • Come from a mindset of positive expectation instead of fear.
  • When things seem difficult see it as an opportunity to learn and grow.
  • Let it go! Seriously, let it go!
  • Decide on your next step.
  • Listen to your gut instead of other people.
  • If feels scary but exciting go for it…if it feels heavy walk away.
  • Take the next step no matter how scary…you will be happy you did!

There really is a bigger pond waiting for all of us! We in essence all live in our own little pond where we feel comfortable and safe because we think we know what we can expect in life…or so we think…that is until the net lady comes our way! The universe is our net lady trying to provide us with ample opportunities to live a happier, healthier and higher performing life!  Don’t let the fear of the unknown stop you from swimming in a bigger pond!!!

Contact Judy Kay today if you would like to learn more about how she can help your team WORK together to build a happy healthy and high performing culture!

October 1, 2014

Assumptions!

ASSUMPTIONS!

HOW CAN WE STOP MAKING ASSUMPTIONS?

WE MAKE ASSUMPTIONS EVERY MINUTE OF EVERY DAY.

SOMETHING HAPPENS AND WE INSTANTLY ASSIGN MEANING TO IT.

THAT IS AN ASSUMPTION.

 

We start imagining what other people are doing, what they’re thinking, what they’re saying about us. We invent an entire story based on assumptions and we believe it. One assumption leads to another assumption; we jump to conclusions and we take it personally. Then we point the finger and blame other people. We usually start gossiping to try to justify our assumptions. Almost all conflicts are based on false assumptions. Assumptions are nothing more than false stories that we are telling ourselves. This creates a big drama for nothing because we don’t know if it is really true.

For example, when we haven’t heard from a close friend in a while we start to wonder if anything is wrong. The more we worry about it the more reasons we find to support our belief that something is wrong. And instead of picking up the phone and calling to ask if everything is okay we justify why we shouldn’t and put the blame on them. We continue to build our story and stress. Then our friend finally calls and we find out they have just been swamped in the busyness of life! All that negative energy and drama for a story we made up from assumptions.

It may be correct or it may be incorrect. We won’t know unless we take the next step. That step is a simple three letter word. ASK! Sounds easy but it’s not. We often fear that if we ask, we may open ourselves up to an emotional reaction. I call that emotional reaction an eggshell. Eggshells spawn many of the assumptions in our lives and in our dental practices today. It’s the fear of these potential eggshells that stop us from asking and allow us to start assuming.

Some of the eggshells I am referring to are:

  • Anger
  • Judgment/Criticism
  • Retaliation
  • Hurt feelings

We can’t let fear stop us from asking if we want to avoid assumptions. We don’t know what someone meant by their actions or words or the way they said something. Sometimes even what they say or the words they use can mean something different than what we believe them to mean. And just because someone felt a certain way in the past doesn’t mean they still feel the same. Stop making assumptions and start asking questions regardless of potential eggshells.

When you get that twinge in your gut and you think “Hmmm – I wonder what they meant by that, or I wonder why they haven’t…?” Or you find yourself saying “I think they meant this” – you don’t know! Stop yourself immediately from wondering and speculating and ASK! You will be surprised how many of your initial assumptions are incorrect once you hear their intent.

Ask with care, concern and respect. Some simple questions to ask are:

  • I am not quite sure what you meant, please tell me more?
  • I am not quite sure what happened. Can we talk about it?
  • Is everything okay?
  • Are you okay?

Continue to respectfully ask questions until you understand the other person’s true intent. If you are still thinking “I think they meant…” you are assuming. It is important to continue to ask more questions to achieve a deeper understanding!

September 1, 2014

Engaging Success! Part III

September 2014

Engaging Success Part III!

This month we will cover the final three strategies to help you get your team engaged and bridge the gap between potential and performance! Just in case you missed the last two newsletters… here are the statistics to support why getting your team engaged is not fluff stuff! It’s how I help teams nationwide create a happy, healthy and high performing culture!

2013 Gallup Polls show 70% of Americans are not engaged at work! Which equals about 2/3rds of the team in an average dental practice. The downfall of not engaging your team:

  •  22% Loss of Profitability
  • 21% Loss of Productivity
  • 45% More Turnover
  • 48% More Team Safety Incidents
  • 37% More Absenteeism
  • 41% More Patient Safety Incidents
  • 41% Less Quality of Care

 

Open to Opinions

We encourage open communication to allow everyone to voice their opinions pertaining to the patients and the practice.   Doctors, managers and team members are often surprised when a co-worker who never participates starts speaking up at our workshop.  I have often found that when a team member doesn’t speak up it’s because they feel they have been shot down in the past.  They believe their opinion didn’t count so they stopped sharing.  When team members feel their opinion is welcomed and valuable they become more engaged.


 

Everyone on the team has the right to express their opinion and be heard without being criticized or made to feel stupid.  Instead share constructive feedback with the team member why you feel it may or may not work.  Being open to opinions means we at least consider the idea.  Considering a team member’s input can often lead to better decision-making.  This is because the team members are often the ones directly doing the task, process or service and understand the limitations as well as the possibilities.  When team members feel they are involved in decisions, they take greater ownership for the outcomes.  Ownership is a sign they are engaged!       

 

Constructive Feedback

We actually schedule feedback time with team members. If we don’t schedule the time chances are it won’t happen. Many offices schedule annual employee performance reviews. Meeting and discussing progress, achievements and goals on an annual basis is not enough to get engagement. How engaged or involved would you be in a relationship where you only had a deeper conversation once a year?

What works well is a quick (5 to 10 minute) monthly or quarterly Checkup with the manager or doctor touching base on their progress, achievements and goals. Questions to ask are:

  • What where your goals for this period?
  • What accomplishments would you like to celebrate?
  • What are your goals or projects for the next period?
  • How can I best support you?

We also establish an open door meeting policy where team members can request to schedule time as needed.  Scheduling time helps avoid constant interruptions and creates a more focused agenda.  Giving timely constructive feedback will help keep your team engaged.

 

http://youtu.be/GvoLvQtF0c8

Opportunity for Personal and Professional Growth

We create opportunities for every team member to continue to challenge themselves to learn and grow both in their personal and professional life.  We ask them to create a list of topics they would like to learn more about in the next year at their annual review.  The doctor/manager also add topics to the list based on what they feel will benefit the team member most.  Together the team member and doctor/manager prioritize the list and agree on completion dates.  The progress is reviewed at their monthly or quarterly Checkup meeting.     


 

We also start a monthly book club in the practice focused on personal growth.  Everyone on the team is asked to participate in suggesting books.  Great books for team meeting discussions are the Simple Truths books at www.simpletruths.comOr my book Rise & Shine and soon my next book Ta-Dah, www.practicesolutionsinc.net/book.html!  The book is discussed at the team meeting.  Lengthier books can be discussed in chapters.  There is open dialogue on the benefits and how it can be applied in the practice as well as their personal life.  Creating the opportunity to learn and grow will help to keep your team excited and engaged.


 

Engage your team by being open to opinions, giving timely constructive feedback and creating an opportunity to learn and grow!

Contact Judy Kay today if you would like to learn more about how she can help you get your team ENGAGED and WORKING together to build a happy healthy and high performing culture!

March 1, 2014

The Power of Affirmations!

Affirmations are powerful!  They can either set us up to succeed or to fail.  Yet very few of us consistently practice positive affirmations.  The dictionary defines affirmation as: 

  • The act or an instance of affirming; state of being affirmed
  • The assertion that something exists or is true
  • Something that is affirmed; a statement or proposition that is declared to be true. 

This month is dedicated to learning how to practice daily positive affirmations to drive our future happiness and success!    

Affirmations are like planting seeds in the ground. It takes time to go from a seed to a mature plant.  It takes consistency and time from the first declaration to the final demonstration.  You can’t just say something positive once and expect it to appear.  

 

 

Here are five steps to help you succeed at practicing daily positive affirmations and live a life you choose!

Step One – Just get over yourself!  We are so afraid we may look silly or weird if we say positive things out loud to our self.   So what if someone hears us.  We are all weird.  LOL, for me it is normal to talk to myself…as I often work alone.  The key is making sure that the conversations are always positive.   

Step Two – Start your day by defining how you want to feel or be today.  Choose words or a phrase to describe that feeling or state of being.  It could be words like happy, successful, healthy or awesome!  When I am about ready to present I think of how I want to be with my audience.  I practice words like connecting, loving, authentic and present.  Stand in front of a mirror and make eye contact with yourself. Okay, I know this seems a little weird…but it’s a good weird!  It is important to say it loud as if it already exists.  I am…  It must be I am not I want.  It is more powerful when said out loud and your mind believes it already exists because you stated I am.  For example, I am happy, I am awesome, I am going to make positive things happen today, I love my life, I love what I get to do, I am going to make good decisions today,  I like how I look today, I am going to rock it today, I am going to have an awesome day!  You can say as many things as you want.  There is no limit to positive self-talk!  

Step Three – Say it with conviction and attitude!  Just like little Jessica in the video above.  Think about the level of happiness and success you want to attract. The more energy and emotion you put into it the more you attract!  It’s the Law of Attraction in action.  Like seeks like based on the frequency of energy emitted! 

Step Four – Replay the same message over and over throughout your day.  Ask yourself; do my words and actions support those feelings or state of being.  Reset if necessary to align your words, actions and state of being.  Replaying and resetting will enable you to overcome the negative noise distractions from the world and instead focus on what you want.  

Step Five – End your day by saying out loud how you felt or state of being for the day.  I was happy today.  I was awesome today!  I made a difference today!  I made others smile today.  I helped someone today!  I changed someone’s life today by giving them a new smile!   

Contact Judy Kay today if you would like to learn more about how she can help you become a better leader, get your team to work together better and create an office culture you can’t wait to go to every day.

February 1, 2014

Dysfuntional to Dynamic!

 

My newsletters are often a reflection of what I observe when working with dental teams.  The phrase “we are just like one big family” is used by many dental teams to describe their office environment.  One would assume it be a positive statement.  However, I have found in many cases the opposite is true.  They were indeed like one big family…one big dysfunctional family! This month’s newsletter is dedicated to changing your team’s relationships from dysfunctional to dynamic!  

 

The dictionary defines dysfunction as a behavior pattern that undermines team stability.  Some examples of dysfunctional behaviors are being tardy, unreliable, dishonest, unsupportive, disrespectful or unkind. When I was in grade school we received progress reports or as we called them report cards.  There was an entire section on conduct.  Conduct was broken down into 5 areas. 

  • Observes regulations
  • Works and plays well with others
  • Respect for property
  • Respect for authority
  • Is courteous in speech and manner 

You either received and S for satisfactory or a U for unsatisfactory to rate your behavior.  Thankfully I received all S’s!  I know I am really dating myself here. Many of us seem to have forgotten or maybe have never been taught that we are responsible for our conduct at work. It is not the doctor(s) and manager’s responsibility to make us play well with others!  It is OURS!   Here are three behaviors to shift dysfunctional patterns into dynamic patterns and start playing well together.

Filtering – For some reason we feel once we say we are a family we don’t need to filter what we say to each other.  We justify it by saying we are just being honest or we have to be authentic to our feelings.  After all we can’t help how we feel!  (Oh really…read my December 2013 newsletter) We lose our politeness and kindness towards each other.  Our words are often direct and hurtful.  We believe because we are like family it is okay to behave in this manner.  That our co-workers should just be able to handle whatever we say.  The reality is words cut deep and can destroy even real families.  Don’t we all know someone who no longer speaks to certain family members…maybe even you?  It is important to think before you speak to avoid jeopardizing the relationship.  Be respectful of how the other person might feel.  Treat each other with the same kindness and politeness that you would if you were on your best behavior with a stranger.  After all why share the best of you only with strangers…why not give your best to those you work with and care about most.  

Apologizing – If you make a mistake, be sincere and apologize as soon as possible. Don’t try to hide it, ignore it or pretend it doesn’t matter.  When we don’t apologize for our mistakes or wrongdoings as they happen we leave unresolved issues.  It is human nature to store unresolved issues.  Some of us our so good at storing our issues that we have an entire storage unit full.  Until finally one day a blow up happens…and the storage unit gates fly open and every unresolved issue comes hurling out.  Try to apologize the same day if at all possible to resolve issues and keep them from being stored.

Forgiving – In order to move forward and work together in a functional relationship we need to forgive each other.  I can’t tell you how many times I observe two team members who don’t work well together anymore because of something that happened years ago.  I would like you to consider forgiveness in this light.  Imagine the worst thing you have ever done in your life.  What if it was written on your forehead in permanent marker for all the world to see?   That was your reputation and what you were held accountable to forever.  In essence that is what we are doing when we are unwilling to forgive others.  We are holding others accountable for the worst behavior they ever did to us.  The best way to forgive is to stop trying to agree on who was at fault in the past.  Instead focus on the future and what you can change or do differently to make the relationship work.  

Implementing these three positive behaviors will help you change your dental family from dysfunctional to a dynamic!

Contact Judy Kay today if you would like to learn more about how she can help you change dysfunctional team relationships into dynamic team relationships!

January 13, 2014

Dealing With Conflict at Work

I invite you to listen in on my interview with Shirley Gutkowski on Cross Link Radio about Dealing With Conflict at Work! Thank you Shirley!    Dealing With Conflict at Work!

 

December 1, 2013

Change Your Feelings Change Your Results!

This month’s newsletter is dedicated to the touchy feeling stuff! And it’s big stuff!  Our feelings are what drive our actions and our actions generate our outcome!  

 Something happens, we assign meaning to it, the meaning creates a feeling, the feeling drives a reaction!

 We can change our results when we recognize how our feelings affect our outcome and learn how to control versus be controlled by them! 

Haven’t we all at one time or another reacted to something negatively because of how we felt at the moment and regretted it later.  It can happen to even the best of us.  However, when we continue to allow our feelings to control our reactions we become what I refer to as an emotional reactor.  Emotional reactors allow their feelings instead of their mind to be in the driver seat of their actions!  They often lose control and lash out in volatile explosions of anger, judgment, criticism etc!  They are extremely dangerous and difficult to be around because you never know when they will erupt.  Often times they hurt the ones they love the most.  Their path is strewn with the fallout of damaged and broken relationships.  The good news is we can end the emotional reaction cycle by understanding it and putting our mind back in the driver seat!

The Emotional Reaction Cycle starts when we assign meaning to an experience.  Our reality is based on what we believe to be true about an experience at the time it happens and how we label it.  Our mind filters the world we live in.  Our reality is really just our perception.  A group of people could share an experience and have a different reality based on how they filter the experience.  The two filters that affect our reality most often are Generalization and Distortion. 

Generalization is when something is similar or familiar to a past experience and we assign the same meaning.  It can greatly contribute to limiting beliefs.  For example, all people with blonde hair are not smart.  (Just thought I would throw that in as I am blonde…or at least that is my current color of choice).   Another example is when someone reminds us of someone we know and we either instantly like or dislike them based on the other relationship.  Or we are unwilling to try something because it is similar to something we failed at before.

Distortion is changing an experience from what it actually was to some modified form of what it is.  Distortion happens when you remember a moment of an event as representing the entire thing. Usually it is something negative that over shadows everything else.  For example you receive 10 positive comments and one negative comment from your patients and you focus only on what you are doing wrong.  Or you define your day by the one thing that was difficult versus the 100 things that went well.  Or we define other people only by their mistakes or by one characteristic we dislike. 

Once we realize that our reality is really only our perception of the experience based on our filters we open ourselves up to other possibilities and can change how we feel.   

 The awesome part is it takes less than 60 seconds to change your feelings to change your results!

 Here are 5 steps to help you change how you feel and stop the emotional reaction cycle.   

 The first step is recognizing how you are feeling.  Actually ask yourself; how do I feel right at this moment.  Identify the feeling or emotion by saying I am feeling…frustrated or tired or angry or helpless or afraid or jealous etc. 

The seconds step is to visualize the negative feeling as a little monster sitting on your right shoulder dictating how you should feel.  (My monster looks a lot like the little green mucus guy from the Mucinex commercial.)  Then address your monster and send it packing. I say to my monster “I see you and you have no control over me” and then I physically flick it off my shoulder!  You may have to flick the monster off several times…they are pretty persistent little devils.  Let’s be honest sometimes it feels good to let off steam.  However, a moment of release is never worth hurting someone and even possibly destroying the relationship.  Words do hurt and are very powerful.  Words can destroy relationships even with the people we love the most. 

 The third step is to re-hardwire how you are feeling by not taking things so personal.  Life doesn’t happen to us personally; it just happens.  People behave towards us based on their limiting beliefs of reality.  Yet we often take it as personal.  Have you ever said, “Why does this always have to happen to me?”  It didn’t happen to you…you chose to own it.  It isn’t like the game Dodge Ball where some universal force picks you out of all the people on the rest of the planet and decides to throw something at you!  It may sometimes feel like it but stuff happens and it’s not personal.  There are just a lot of flying balls out there and we occasionally run into one. 

The fourth step is to re-program how we feel.  A physical emotion only lasts 30 seconds.   We extend the emotion when we continue to rehash our feelings over and over.  To change how you feel choose words to describe how you want to feel.  Now it’s time for the physical reset.  Slow down your thinking in order to stop spinning.  Start by taking three deep breaths in and out to become present.  Say out loud the feeling(s) you want to feel.  “I feel happy or I feel at peace!” Now imagine a time when you felt that emotion and immerse yourself in that experience.  Give yourself at least 30 seconds to really enjoy that memory. 

The fifth step and final step is to choose how you want to react.   Ask yourself, “How would I react if I were being my best me or the person I want to become?”  Aristotle said it best when he said “We are what we repeatedly do. Excellence then, is not an act but a habit.”   How would the person you want to become or the people you admire and respect most behave in this situation! 

Ta-dah!  You have just changed how you feel, how you reacted and your results in less than 60 seconds!

My hope for you moving forward is that whatever may come your way you will come from a place of curiosity instead of judgment and criticism.  Please be careful about what you label things. What we label it is what our reality becomes.  Label the experience or event interesting instead of good, bad, right, wrong, negative or positive.  We really don’t know until we have reached the end of our journey.   It is only than that we can look back and see the outcome and whether it brought us success or failure.  Often times it may feel grueling and difficult short term.  However, it may be just what we needed to shape, change and help us grow and empower us to live our dreams.  Happy feelings to you!

November 1, 2013

Delivering W.O.W. Service!

This month’s is all about delivering W.O.W. Service!  I might as well confess right here right now…I am an acronym addict!  I absolutely love them! W.O.W is an acronym for Weed Out the Weeds!  

Here is why!  I work with General Dentists as well as Specialty Practices (Oral Surgery, Periodontal, Orthodontic, Endodontic, Prosthodontic and Pain Clinics) to help them create an exceptional service culture.  What I have found is once we eliminated the weeds in their practice they were able to deliver WOW Service!  A weed is anything that can make a patient feel uncomfortable or unwelcome or could possibly destroy a relationship.

 Your patients will forget everything except how you made them feel! 

 
In order to create a W.O.W. Service Culture it is important to focus on the patient’s experience. This means one-sided practice focused rules and procedures have to be eliminated. It is necessary for the entire team to be trained on how to deliver W.O.W. Service.  It only takes one untrained person to create a weed experience and lose a patient.  I teach a 3 step process to help my clients Weed Out the Weeds and create a W.O.W. Service Culture.  A team meeting setting works awesome.

  • The first step is for the team to define their ideal service culture! 
  • The next step is to list all the obstacles that may get in the way! 
  • The final step is to discuss service strategies and implement SOPs to overcome the obstacles. 

It is important to remember the reality behind exceptional service.  Service is a triangle.  If you want to deliver exceptional service it usually requires additional time, money or people or all three!  If you are unwilling to invest in the 3 the level of service you deliver will be limited.  

Here are the TOP 10 Service Standards for Delivering W.O.W. Service!

1.  Smile – Seriously…this is the simplest, and the only standard that does not require extra time, money or people and gives the biggest ROI!  Yet I can’t tell you how many people struggle with smiling.  For some it’s like pulling teeth! 

 2.  Slow Down – Yes I know you are trying to be efficient and effective and raise the highest PPH (Production Per Hour) to pay overhead.   When it comes to service…if you don’t take time for your patients…they will go to an office where someone does!  This is one of the biggest complaints patients have regarding service.  How effective and efficient are you if you are losing patients.  Do you know what your monthly net patient count is?  Research shows it costs 6 to7 times more to attain a new patient than it does to retain an existing patient.

 3.  WIIFTP – Always ask yourself when you are interacting with a patient…what’s in it for the patient…how I can serve them best at this moment.

 4.  Own It – Four magic words in service…I CAN HELP YOU!  Even if that means that you reach out for assistance from someone else.  Don’t refer them to someone else.  Because it is YOUR JOB!  Your job is whatever legal, ethical and is within your licensure that will help to create a W.O.W. Patient Experience and help the practice thrive!

 5.  Help Each Other – In other words team work!  It means you ask for help when it could enhance the patient’s experience.  You say yes when someone asks you for help unless you are already with another patient…even if you don’t like that person!  Part of team work means we play well together and work for the greater good.  How ironic that playing well together was expected starting in first grade…even a part of the report card.  Now it often ceases to exist even in the most professional of environments!

 6.  Be Professional – Professional can mean many things to different people.  Leave nothing up to assumptions…Establish guidelines and standards for appearance, communication, attitude, and behavior.   I suggest a team meeting and have the team define the standards.  When the team establishes the guidelines and standards they are much more likely to embrace and own them!

 7.  Protect the Privacy of Patients, Employees and the Company – We are all familiar with HIPAA.  Privacy also means no gossip!  You can stop gossip in your practice if you don’t allow it!  NO…women do not have to gossip!!!  That’s a whole other newsletter! J 

8.  Maintain a Sparkling Clean Environment – You may have a janitorial service to assist at night.  During the day it is everyone’s responsibility to maintain the office.  If your patient sees dirty gauze on the floor they will assume that the office is not clean/sterile.  If they see a messy and coffee stained reception area they will assume the office is not clean/sterile.  If you see it, clean it or pick it up!

9.  Be On Time – I know that you can’t predict everything to be able to schedule every appointment appropriately.  Nor can you just stop working on the patient once their time is up.  Although there are times we may wish we could!  However, if you consistently run behind it is time to evaluate where you run behind and the time you are allowing for those appointments.  If your patient always has to wait it becomes a very big weed that could eventually destroy your relationship.  They will believe that you don’t respect them or their time.   I know of practices where their brand is just being on time and they are thriving because of it!

 10.  Practice – Your patients aren’t test sites, guinea pigs or experiments.    Please practice before you ever take anything out on the floor to try on your patients.  Practice verbal skills, role playing and even the physical walk through.  I can already feel the push back on role playing.  Ick we hate that!!!  If you can’t say it to each other how in the world can you say it to a patient?  You will avoid fields of weeds if you just practice!  In Real Estate the 3 magic words are location, location, location well in delivering W.O.W. Service its practice, practice, practice!

 I ask you to think about what steps you are willing to take to make a difference for your patients.  Implementing Service Standards will help you nurture a W.O.W. Patient Environment!  Bottom line is that no matter how great of a dentist you are…your patients will forget everything except how you made them feel!  The secret is delivering W.O.W. Service!

 Research shows that dentists who build their office environment around the patient’s experience own and dominate the market.

 If you would like help creating your ideal W.O.W. Service Culture please contact me to learn more about my 2 day onsite training “Delivering W.O.W. Service”! 

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