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June 1, 2016

4 Steps to Nurture a No-Gossip Culture!

4 Steps to Nurture a No-gossip Culture!

Gossip is a destructive monster that runs rampant in many dental teams! It has become the accepted and even expected as just the norm for many dental cultures! I speak nationally and internationally to dental teams on how to nurture a no-gossip culture.  When I ask them who has gossip in their practice I usually see every hand raise. The reasons I most often receive are:

  • It just is a part of every culture
  • It is a natural thing that women just do
  • It is a form of entertainment
  • It is healthy to vent or blow off steam to relieve stress
  • It is a way to get feedback and support
  • It is a lack of what it really means to gossip

People who engage in workplace gossip often have a strong need to “fit in”, and feel that gossip will help them achieve this. Gossipers often suffer from low self-esteem, and think that talking negatively about others will make them look better. If we truly grasped the devastating fallout from gossip we would no longer accept it as the norm for any culture!

Gossip affects:

  • Patient care and experience
  • Team communication, performance and relationships
  • Practice performance
  • Morale
  • Trust
  • Respect

Needless to say, gossip tremendously impacts the bottom line. I refer to gossip as the Poison Triangle of Mistrust because it often involves two people talking about a third person. Nothing shreds trust and respect and divides a team faster than gossip. Haven’t we all overheard someone talking about us? Do you remember how you felt? How much did you trust the people who were talking about you? How much did you want to communicate or work with them? Gossip is the most divisive form of communication. Just think about the total cost in team and practice performance, team relationships, practice morale and patient experience.

How much more successful could your practice be if could stop gossip from happening? Nurturing a no-gossip culture raises trust and the morale instantly it also elevates communication, team performance and relationships, patient experience and the bottom line! This is big stuff and plenty of reasons to adopt a no-gossip culture! If we want to nurture a no-gossip culture we have to clearly define gossip; set standards to prevent and stop gossip; and establish consequences if gossip continues. So if you are ready to nurture a no-gossip culture continue reading!

Let’s start by dispelling the misconceptions and clearly defining what gossip really is! The sad truth is gossip happens because it is often thought of as fluff stuff and something women just do! “Women do not have to gossip!” BTW women aren’t the only ones who gossip…men gossip too. In fact research shows men outnumber women who gossip by two to one. Men just refer to gossip as venting or blowing off steam!

Which leads me to address the term venting and blowing off steam. Anytime we say something negative or very private about another person it is gossip. We have this false belief that venting or blowing off steam is helpful and healthy. It is neither. Venting or blowing off steam are just more acceptable labels for gossip. Whether you refer to it as venting, blowing off steam or gossip they are equally toxic. When we spew negative words about others we not only bring down the receiver (listener); the giver (spewer) is also affected negatively. Consistent negative thoughts, words or energy whether we are the giver or the receiver or even just in the vicinity changes electricity in our brain which changes the energy in our body and our organs that depend on that energy or no longer nourished and can get disease and sometimes even die. Gossip is just plain toxic to everyone!

Doctors and managers be mindful of sharing a short retort of frustration or discontent with a team member pertaining to another team member. It is gossip, regardless of how harmless it may seem at the moment. How would that person feel if they heard you say it? If you have a frustration or concern go to the source and no one else. Otherwise, you have done nothing to address the problem and it will only continue to grow. The only exception is when the doctor and manger discuss with each other (behind closed doors) how to resolve a behavior or performance concern regarding another employee.

Here are four steps to nurture a no-gossip culture!

Have a with a team meeting and ask the entire team attend. The first step is to define gossip. Establish the definition of gossip for the practice as anything that is negative about another person that would make us think less of them; or private that they do not want others to know. We may think venting or blowing off steam is okay and is not considered gossip. Good qualifiers to ask yourself are:

  • Is what I am about to say true?
  • Is it harmful or hurtful?
  • How would I feel if someone said something similar about me?
  • How am I going to feel later if I say this? (or listen to this)
  • Would it affect their level of trust and respect for me?
  • Does gossiping honor my own personal values?

Clearly define the giver and receiver roles in gossip. The receiver (listener) of gossip is just as responsible as the gossiper (giver). They play a fifty-fifty role. The receiver has the power to stop the gossiper from gossiping to them. In fact the receiver may even play a bigger role. The receiver is usually not at a heightened emotional state and therefore capable of thinking more clearly. Whereas the giver is usually at a heightened emotional state; the fight or flight zone, resulting in the cognitive part of the brain shutting down.

The second step is for the entire team to verbally commit to each other to support a no-gossip culture in words, attitude and actions. Which means they commit to stop gossiping and stop gossipers. Have the team agree on a word or a phrase that they will say if someone starts gossiping to them.   Some of my clients use the word peace (in other words keep the peace) or stop or please go to the source or even remember we said we weren’t going to gossip. It can be anything as long as everyone knows the specific words or phrases.

The third step is to actually take action! If you have a suggestion, question or concern go directly to the source instead of going to others. Say the word or phrase immediately when someone starts gossiping. It is also our responsibility to try to stop gossip even if we just happen to be in a location where several other people are gossiping. In a respectful manner ask them to stop by using the word or phrase and if necessary reinforce how toxic gossip is to the team and the practice. Old habits die hard so it will be necessary for the team to support each other with reminders that they committed to honor a no-gossip culture.

The fourth step is create clear consequences for gossip. I want to be very clear here regarding consequences. Consequences aren’t necessary if a simple reminder from a co-worker stops the gossip. It is only when the gossiper refuses to stop gossiping when they have been asked to stop that it leads to any consequences. It is important to have defined consequences for gossip just like any other culture standard. Spell out specific step-by-step process for number of verbal and written warnings before termination. Yes, gossip is a big enough reason to terminate! The bottom line is that when we support a no-gossip culture we raise the level of communication, team performance and relationships, patient experience and even the bottom line!

Contact Judy Kay at JudyKay@PracticeSolutionsInc.net today if you would like to learn how she can help you build a cohesive team that support each other and the practice, become better leaders, and deliver service with more passion!

May 1, 2016

Breaking Up Is Hard to Do! 10 Decisions to Make before Transitioning into a Partnership

Breaking Up Is Hard to Do! 10 Decisions to Make before Transitioning into a Partnership

The divorce rate of dental partnerships is equal to or higher than marital divorce rates, and filled with similar emotions such as anger, resentment, loss, blame and financial pain. Breaking up is hard to do!

Whether you are the new dentist joining the practice or the established dentist the transition process is often extremely emotional. The retiring dentist often feels unappreciated and pushed out. The new dentist feels like they are on hold or in limbo just waiting to enact their plans.

A transition expert can help make the process flow much smoother. However, some experts focus primarily on the money side of the transition. There is more to a transition than just the money. Very seldom is money the cause for breakup. It is the disagreements on the day to day operations that lead to most breakups.

I have found partnerships to be a lot like a marriage. You have your dating phase where everything is just awesome. Then you become partners (marriage or work) you start to notice little things that you differ on that you just assumed you would be on the same page. In other words that they would agree with you and do it your way. The little things don’t stay little; they go from just bugging you to driving you crazy. Anger, stress, resentment and frustration build until someone blows up and eventually decides to break up. When I ask dentists what was their deal breaker…it is almost always different expectations pertaining to the day to day operations.

It’s important for partners to have a clear and united vision for how the practice will operate from the start in order to nurture a successful partnership. It starts by both partners clarifying their expectations during negotiations and being open and willing to compromise. We can no longer expect it to be done only our way. If partners have different visions and goals for the practice they will confuse and frustrate the team and each other. Creating a clear and united partnership will be an ongoing decision making process.

Discuss and agree on how you will actually work together and run the day to day operations during negotiations. Here are 10 key decisions to make prior to becoming partners and signing on the dotted line.

  1. Equipment
  • What is the budget and overhead percentages
  • Who decides what to purchase
  • Who pays for it
  • Who decides when to purchase
  • What happens if you don’t agree

 

  1. Team
  • Who makes decisions on recruitment and termination
  • Who decides which team member works with each doctor
  • Who trains the new employees
  • Who makes ongoing decisions relating to the team
  • Who is the go to person for the team (I suggest the practice administrator is the go to person who then meets with the doctors to discuss and make decisions.)
  • What happens if you don’t agree

 

  1. Leadership
  • Who sets systems and protocols
  • Who handles conflict resolution
  • What happens if it is the doctor’s attitude, communication or behavior that creates concerns with the team and or patients
  • What happens if you don’t agree

 

  1. Patient Care/Treatment
  • Will the services you offer be the same or different
  • What special amenities will you offer
  • What happens if you don’t agree

 

  1. Schedule
  • How are new patients distributed
  • Who sets procedure times and protocols
  • Who does hygiene exams and on which patients
  • What happens if you don’t agree

 

  1. Production/Performance
  • What is the expectation for working hours and time for each partner
  • What is expectation for PPH
  • How much time off
  • How far in advance is notice needed to request time off
  • How are emergencies handled and who covers them
  • How are hygiene exams compensated
  • Will you be fee for service provider or an insurance provider (if so which)
  • Will you offer 3rd party financing
  • What happens if you don’t agree

 

  1. Working Elsewhere
  • Non-compete expectations
  • Non-solicitation expectations
  • Teaching and CE engagement expectations
  • What happens if you don’t agree

 

  1. CE
  • Who pays for CE
  • Is there a cap on CE per partner
  • Who decides what CE is pertinent to the team
  • What happens if you don’t agree

 

  1. Unforeseen Circumstances
  • Disability
  • Death
  • Breach of partnership
  • Bankruptcy

 

  1. Exit Strategy
  • Establish a clear and specific exit strategy to avoid a negative/emotional ending
  • Clearly define the wind down process
  • Specify schedule (hours and days per week)
  • Agree on and set the final working date
  • What happens if you don’t agree

 

Prevent the breakdowns that lead to breakups by discussing and agreeing on the 10 key decisions before signing on the dotted line!

(If you would like to receive the white pages for United Leadership please email me at JudyKay@PracticeSolutionsInc.net and write United Leadership in the subject line.)

April 1, 2016

They Don’t Care How Much You Know …4 Fundamentals To Show How Much You Care!

They Don’t Care How Much You Know …4 Fundamentals To Show How Much You Care!

You may have heard the phrase, “They don’t care how much you know until they know how much you care!” I am blessed to work with dental teams nationwide to help them cultivate a happier, healthier and higher performing culture while delivering care with more passion and fun! The care part can often be vague and confusing. I send teams surveys for feedback on where they feel they excel and where they would like to grow to assist me in customizing their workshop. Most team members score themselves high at delivering excellent care. Yet when I observe the team I often find the opposite to be true. I have found it often stems from a difference of opinion or understanding about the meaning of care! Which is why it is important for leadership (Doctor/Practice Administrator/Team Leads) to be on the same page and clearly define and model the waddle of what it means to deliver exceptional care in their office.

Here are four fundamentals to show our patients how much we care!

Know Them! It is necessary to get to know your patients on a meaningful level to deliver exceptional care. It starts with being aware of the patient’s needs and desires and being willing to do something to help them meet them. Caring is more than just being considerate, courteous or polite. It’s an entirely different level. It means being truly concerned for the wellbeing of other. It means taking time to have a conversation with our patient. Here are some examples of questions that can help us get to know our patients better.

  • How do you feel about coming to see a dentist?
  • What has been your past experience?
  • What are your goals and desires for your oral health?
  • What do you like most about your smile?
  • What would you change if you could change your smile by simply waving a magic wand?
  • What questions do you have about today’s appointment?
  • What can I do to make today’s experience better?

We can show we truly care when presenting treatment by:

  • Speaking slowly and clearly
  • Presenting in bite size pieces
  • Stopping data dumping
  • Comforting them if they have concerns or fears
  • Communicating on their level
  • Being and advocate instead of a sales person
  • Thanking them for being a patient

Don’t Judge! It is human nature to have our favorite patients that we go above and beyond in delivering care. We pick and choose who will be our favorites based on their worthiness defined by their behavior. We are in essence judging our patients! Sure, we will be courteous and polite, but before we go all out we judge their worthiness first. It’s as if they need to meet some kind of external standard we have set in our mind. Here are a few examples of external standards, we set: being tardy, quirky personality, uptight, anxious or upset. We treat them different and deliver a lower level of care than we do for the patients we consider our favorites…our V.I.P’s!

If we are truly going to care for someone we will look past the outward and go right to the heart. Instead of prejudging people before we get to know them; show genuine interest, regardless of circumstances and personality. When we sincerely care for people, we will always be a person with whom others feel comfortable. They will feel confident that we don’t have a hidden agenda and they will trust that we will listen to them without judging them.

Active listening is often the biggest validation to show that we care! Be an active listener by:

  • Making eye contact
  • Smiling at them
  • Being polite
  • Hearing them by focusing on what they are saying

Show Empathy! Empathy is essential if we want to show our patients we care. Sometimes it may seem hard to show empathy to patients who are displaying less than desirable behaviors. I am not suggesting we just fake it. Instead come from a real place by entering their world. Imagine what it feels like to walk in their shoes by asking yourself the following questions:

  • What would it take for me to act like that
  • Would I feel differently if it where my mom or dad (a family member) behaving this way
  • How would I feel if this was happening to me or I was in their circumstances

Any time we can imagine the situation from the other person’s point of view, we lower our own defenses and, in the process, defuse their anger. Imagination influences feelings and feelings are the source of desire. It makes our actions easy and natural and real when we desire to do something. Compassion, caring, comforting, and kindness – make up the bulk of adjectives linked to patient loyalty and rooted in one’s capacity for empathy. According to the Dictionary, “empathy” is “the ability to share in another’s emotions or feelings.” It is composed of two Greek words that mean “affection” and “feeling.” When our patents receive empathy, they feel loved and cared about.

Resolve Complications! Occasionally even the best teams have patient complications arise. It is important to address complications ASAP. Be mindful of the energy and attitude you are bringing to the conversation. Focus on coming from a place or mindset of curiosity, care and concern. It is never about proving you are right and they are wrong. We never win by making a patient wrong. Regardless of what the concern is start out by asking the patient, “How can I help you?” Then stop and listen to what they have to say. Please don’t try to feel in the blanks or be defensive. Once they have stopped speaking ask the next question. “May I have your permission to give you feedback?” This does several things. If the patient has not finished sharing their concerns they have the opportunity to let you know they have more. This stops us from stepping on their words. It also gets the patient ready to listen to our response. Regardless of what you are going to suggest respond by saying, “I can help you and this is how…!” Avoid responses starting with, “I can’t” or “I won’t” as they often generate an immediate defensive reaction from the patient. Our patients will feel we care when we utilize positive verbiage sharing what we can do versus what we can’t!

(If you would like to receive the white pages for Patient Communication Standards   please email me at JudyKay@PracticeSolutionsInc.net and write Patient Communication Standards in the subject line.)

The awesome part is that when we take the time to show our patients we truly care about them…they will trust and respect us enough to say YES to accept our care!

March 1, 2016

How to Prevent 3 Communication Pitfalls!

Our level of success in life is in direct relationship to how successfully we communicate. Communication can often be difficult and sometimes very frustrating. When we don’t say anything, an assumption is made – and in most cases, it’s negative. If we do say something, it may be perceived incorrectly. If that is not enough, there are all the “shoulds” from others – their comparison expectations on how we should do something, or be something or live our life a certain way. In other words, their way!

Because of assumptions, perceptions and comparison expectations we often make commitments to either do things we don’t want to do or don’t have time to do. Just writing this makes me feel exhausted! Wouldn’t it be nice if we didn’t have to worry about communicating? But that is not reality.

Our success in life depends on our ability to communicate. Therefore, it is necessary to learn how to communicate and overcome these pitfalls regardless of how frustrating or difficult they may be. I have found from years of coaching dental teams nationwide that the best way to get good at something is to remove or overcome the obstacles.

Let’s start with assumptions. This one is a biggy! We make assumptions every minute of every day. Something happens and we instantly assign meaning to it. It may be correct or it may be incorrect. We won’t know unless we take the next step. That step is asking. Sounds easy but it’s not. We often fear that if we ask, we may open ourselves up to an emotional reaction. We can’t let fear stop us from asking. 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. Ask with care, concern and respect. 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 and it is important ask more questions to achieve a clear understanding.

Perceptions are just as dangerous as assumptions. Both the person speaking and the person listening play a role in perceptions. I often hear team members say, “I didn’t mean it that way! They just took it wrong! So it’s not my fault!” If you are always being misunderstood, it is important to reflect on how you are communicating. It is not just what you say that counts in communication. It is also how the message is being perceived. The listener often bases their perception on their past experiences they had with you as well as your words, body language and tone of voice. They often assign meaning based on what it would mean if they said or did that same thing, which in many cases does not accurately reflect the other person’s intent. Inaccurate perceptions also happen when we don’t hear the entire story or all the reasons or steps. It is important to take the time to clearly explain your intent to avoid false perceptions.

Comparison Expectations create negative expectations! They are the “shoulds” that guilt us into doing things we aren’t comfortable doing or feeling terrible about ourselves when we don’t. We have all heard and even said, “You should….!” Comparison Expectations happen when we compare ourselves to others…or when others compare us to them. The comparison is what creates the expectations for who, what, when where, why and how we should do something based on what others do. Comparing is toxic; someone always loses. We may even believe that others are wrong when they don’t do something our way. Comparison expectations can make us feel or do something out of guilt. Guilt creates shame and shame inhibits communication because if we feel shameful about something, we are less likely to communicate openly and honestly. Stop the comparison noise! Quit allowing the “shoulds” from yourself and others to dictate your actions AND quit expecting others to do things your way. Instead together as a team create clear standards and support them!

(If you would like to receive the white pages for Team Communication Guidelines please email me at JudyKay@PracticeSolutionsInc.net and write Team Communication Guidelines in the subject line.)

Our success in life will depend greatly on how well we communicate in our personal and professional lives. Communicate clearly, ask questions to avoid false assumptions and perceptions and for goodness sake…stop “shouldng” on each other!

February 1, 2016

The ABC’s of Working Together Better!

The ABC’s of Working Together Better!

Many dental teams struggle with drama, conflict, gossip, negative attitudes, low morale and poor communication. In most cases, it is not because they are a bad team. They have just become confused and lost their way resulting from having different expectations. All of us come from such different backgrounds with unique and individual experiences. Therefore, what we believe is appropriate or inappropriate, and right or wrong, is skewed by our personal experiences. Our personal experiences create our personal truths. I refer to it as the acronym B.O.A.T. – beliefs, opinions and assumptions equal our truths. Our B.O.A.T. determines how we act, respond, view and judge each other.

I still have my report card from when I was in the second grade. We actually had a section where we were graded on our conduct. It was broken down into the following sections; observes school regulations, works and plays well with others, respect for property, respect for authority, is courteous in speech and manner. S was for satisfactory U was for unsatisfactory. Thankfully I received all S’s!

It seems as if conduct is no longer a part of the discussion when it comes to expectations for employee performance. In fact, employees often believe that it is the Doctor or Practice Administrator’s responsibility to make everyone get along and behave. When the truth of it is it is each team member’s responsibility to work and play well with their coworkers.
I love to help dental teams nationwide work together better! After years of working with many teams, I have found the best way get everyone to working together better is to create clear expectations for Attitude, Behavior and Communication! What I refer to as the ABC Standards.

Creating ABC Standards will help cultivate a culture that is happier, healthier and higher performing! ABC Standards increase clarity, unity, congruency, level of service, and your business reputation; while preventing the chafing and disagreements from assumptions and opinions of who is right and wrong.

I have often asked my audiences to raise their hand if they have established standards or guidelines for their team’s performance regarding attitude, behavior and communication. Two hands were the most I have ever seen raised in any audience at any one time and some of my audiences have been 800 plus people. We just expect that everyone should know what is appropriate and what is not and what is the right way or wrong way. Without realizing it we set ourselves up for failure when we don’t have clear standards.

Have a team meeting with the entire team to discuss ABC Standards for your practice. Ask each team member to share what they feel they need from each other to be able to work together better. I find using a big easel pad with markers to write down the responses helps to generate more participation. Be specific and define what it means in words, actions, body language and tone of voice. Some examples might be:

Be Likeable
Be courteous
Be nice
Be happy
Believe in Positive Intent
Be Honest
Be Compassionate
Be Trustworthy
Have an Ownership Mentality
Be helpful
No gossip
Lead by Example
Be Reliable
Be Appreciative
Be Fun

(If you would like to receive my ABC’s Sample Standards please email me at JudyKay@PracticeSolutionsInc.net and write ABC’s Sample in the subject line.)
Take your team’s responses and put them together to create your ABC’s Standards Document. Print it out, frame it and put it on display wherever one can see it daily. A lunch room or locker room often works well. Your daily huddle is a great opportunity to create accountability. Ask each team member to share at the huddle how they did the previous day as an individual and as a team supporting the standards. Where did they rock it and where did they fall short and need to grow? The more you discuss your standards on a daily basis the more real and alive they become.

It is important for the entire team to know that there will be consequences and what they will be for not supporting your ABC Standards. The consequences are to be across the board for entire team. No exclusions and no exceptions regardless of a team member’s longevity, skillsets, etc. or you sabotage the culture and divide the team.

Establishing clear and consistent consequences will clarify to the team what they can expect if they choose not to support the ABC Standards. Doctors and Practice Administrators may feel bad or stressed when they have to follow thru with the consequences. Here is the bottom line; the team member chose their consequences when they chose their behavior.
I ask the teams I coach to come up with what they feel are fair consequences for not supporting the ABC Standards. The following four-step process is suggested by most teams.

1. Conversation between team member and source.
2. Verbal warning from Practice Administrator to source (documented in employee file).
3. Written warning from Practice Administrator to source (documented in employee file).
4. Termination from Practice Administrator to source (documented in employee file).

The refreshing part is that in most cases it will not be necessary to enact any consequences when the team sees how awesome it is to work together better!
TA-DAH! And they all worked happily ever after! Thee End!

January 1, 2016

HAPPY New Year! 5 Habits to a Happier Life!

HAPPY New Year! 5 Habits to a Happier Life!

January 2016

It’s that time of year when we wish each other a Happy New Year! I love learning about what helps us succeed at being happy and the effects is has on our life. This month is dedicated to learning 5 habits to help us live a happier life!

The first habit is to practice staying present in the moment. Yesterday is over and gone and tomorrow is just a prediction of the future. Stop dwelling on the past. Our past does not define our future. Instead we can learn from our mistakes and the mistakes of others and move on. Stop worrying about the future. Instead have a plan than let it go and get back to the present moment. Be mindful and savor the present moment.

The second habit is to practice focusing on the positive instead of the negative in life. Look for three potential positives in any situation or any person. When you find yourself sliding to the negative ask yourself the following questions:

  • What are three potential positives?
  • What lessons can I learn from this?
  • What changes can I make to make it more positive?

The third habit is to practice showing gratitude daily. When we focus on what we already have in life and give thanks and praise we feel grateful. The more grateful we feel the happier we feel and the happier we feel the more we have to give thanks and praise. It is a very fulfilling cycle of positive circulation.

The fourth habit is to practice using our signature strengths. A signature strength is a moral trait that is innate to us that we know we kick butt at! Some examples of signature strengths are: curiosity, love of learning, perseverance, ingenuity, kindness, hope, forgiveness, social intelligence, team player, loving, humor, appreciation or gratitude. When we use our signature strength we are filled with a sense of joy and well-being. We are in the flow of life. Have you ever felt like pumping your fist and shouting to the world…YES…this is what I am meant to do! Chances are you were utilizing one or several of your signature strengths for the greater good.

The fifth habit is to practice recrafting. Recrafting is taking something and remaking it into something better. We can Recraft a job we do just for a paycheck into a Calling that engages our signature strengths and serves the greater good! We have a choice about what work we do, and about how we go about doing our work. A dentist who views the work as a job and is simply interested in making a good income does not have a Calling. A garbage collector who sees his work as making the world a cleaner and healthier place could have a Calling. The key is not finding the right job, it is finding a job we can make right through recrafting and engaging our signature strengths.

We can achieve a happier life when we practice being present, focus on the positive, show gratitude and live our signature strengths every day in our work and our play for the greater good of all!  The choice is always ours!

November 11, 2015

Just Say NO!

November 2015

Just Say NO!

I just finished reading a fabulous book written by Patti DeNucci titled the “Intentional Networker – Attracting Powerful Relationships, Referrals and Results in Business”. I absolutely loved the section on when to say NO!  I sometimes struggle with saying no…maybe you do too?  Have you ever said yes to something even when you were already overcommitted and didn’t have a clue how you would get it all done!  This month is dedicated to understanding how to say no so we can say yes to that which is most important to us!

In Patti’s book she shares it is important to learn how to just say no to what does not align with who we are; our values and priorities; our mission and purpose; our vision, intentions, and goals; the image and brand we wish to project; and our dedication to quality over quantity!

We really can’t be everything and do everything for everybody! Say no to what no longer serves you. Balance your time and commitments between purposeful and mindful.

I was taught from a very early age to say yes to any request as long as it was legal, ethical and within my licensure. I was somehow supposed to magically fit it whatever it was…into my schedule. Saying no meant I wasn’t nice and was selfish for putting my own needs first. It has taken me years to overcome the guilt of saying no to requests. I am thrilled to say I am mastering a new mindset of saying no to the things in life that are not a good fit to make room for the things that are a good fit. I can now say no with clarity and confidence. Which I believe has a lot to do with why I am a much happier person. I no longer allow myself to be pushed, cajoled, or guilted into doing things that I know are not a good fit for me. I am unwilling to spend the precious time I have on this earth living someone else’s agenda. Instead I make time for what matters most to me which is my health, my family and my career. I don’t know about you but in the past when I have agreed to things that I knew at the time were not a good fit I tremendously regretted my decision. I now listen to my gut instinct. When it says no, I listen and honor it.

In my business I do not accept requests where I know I am not the best fit…and instead I refer! I am blessed to have awesome colleagues who I am happy to align with their strengths.

Consider saying “no thank you” when requests, offers, and opportunities:

  • Are not the best uses of time, talent or resources
  • Don’t propel you forward toward your purpose, mission, vision, or goals
  • Don’t feed your purpose and passion
  • Cause you to neglect or compromise something important to you such as health or family
  • Could negatively affect your reputation
  • Don’t feel “right” in your heart or gut
  • Don’t interest, inspire, feed, or energize you
  • Create resentment
  • Could create unwanted attention or “noise”
  • Should be handled by someone else
  • Don’t need to be handled at all
  • Are professional requests that should require scheduling and compensation

Here are some polite ways to say no!

  • No thank you
  • No, not today
  • No that doesn’t work for me
  • No, I can’t help you with that
  • No, I am not available
  • No, I have another commitment
  • No, I just can’t say yes to that
  • No, I can’t do this but I can do this…

Learn to say no to what isn’t a good fit to make room for what is a good fit and you will be lead a much happier and more successful life!

Contact Judy Kay today if you would like to learn how she can help you build a cohesive team that support each other and the practice, become better leaders, and deliver service with more passion and fun!

October 1, 2015

Sarcasm! What’s the purpose?

October 2015

This month is dedicated to understanding the negative power of sarcasm and how it can make even the best of teams lose trust and respect!

I coach dental teams nationwide and often see sarcasm as a normal form of their communication! It seems so innocent when we refer to it as “just teasing”! Yet it is one of the quickest ways to lose trust and respect amongst the entire team. I often receive calls from dentists concerned that they have lost the trust and respect of their team. I have found the biggest culprit most often responsible is the sarcastic banter between them and their team.

When asked about sarcasm I often hear, “It’s just how we communicate! We tease each other in fun!” The problem is it’s not really fun…it’s negative. Often times a team member doesn’t realize when they have crossed the line. After all they are just teasing…it’s all in fun right??? The truth is sarcasm shuts down positive and effective communication!

I would like you to think about this for a moment. How do you feel when someone says something sarcastic to you and ends it by saying just teasing! Does it ever plant just a tiny seed of doubt? Do you ever think…hmmm…I wonder if they really feel this way? I wonder if they really meant it. The moment we have this thought we start to doubt and immediately start to lose trust and respect. We say sarcasm is in fun! But really who is having fun? Usually only the teaser not the teas-ee!

I try to look for reasons why someone may feel insecure when they speak to me in a sarcastic tone.  Some people use sarcasm as a way of avoiding confrontation because they are afraid of asking for what they want.  Sarcasm can also be passive aggressive or a way to dominate someone.   Others use sarcasm as a disguised barb when they are angry or upset because the are fearful of what might happen if they communicate openly and honestly.  When people are not good at reading those around them, or uncomfortable carrying on a conversation they will often use sarcasm hoping it sounds playful and witty.  Unfortunately it often has the opposite affect.

The dictionary defines sarcasm as the use of irony to mock, insult, ridicule or convey contempt! How is this in any way a positive form of communication! How does sarcasm in any way help build happy, healthy and high performing team relationships? So why do we support it as an appropriate form of communication? Many dental practices do! Does yours?

Sarcasm is not only hurtful, it is also the least genuine mode of communication.  The bottom line is sarcasm is a very negative and destructive way to communicate. It sabotages and undermines trust and respect and the chance to build a happy, healthy and high performing culture.

My challenge to you and your team is to stop the sarcastic remarks and start communicating openly, honestly and respectfully!

September 1, 2015

Top 5 Reasons Team Members Disengage!

September 2015

Top 5 Reasons Team Members Disengage! Last summer I wrote a series of news letters on how to get your team engaged. What I didn’t cover was why team members get disengaged in the first place. Many team members start out as highly engaged team members! They are:

  • Happy to come to work and passionate about their career
  • Connected and loyal to the practice
  • Proud to share with the world where they worked
  • In essence your best walking billboard
  • Excited to learn new things to drive long term success
  • Measuring their success based on the team and practice success

Than some things start happening often and the team member slowly changes over time. In some cases rapidly changes. The things I am referring are things that they perceive as stressful. Stress is the leading cause for disengaging. This month is dedicated to learning about the 5 top stress makers and how to remove them from your office culture!

 

 

The top 5 stresses that cause team members to disengage are:

  • Schedule is a nightmare
  • Move at Mach 10 speed
  • Kicking the dog
  • Lack of value and appreciation
  • No foreseeable change in the future

 

This month we will focus on the schedule is a nightmare! In most cases the doctor(s) and scheduling coordinator do not deviously set out to cram the schedule. It is usually the result from trying to schedule to meet overhead/lower insurance reimbursement, more patients wanting to get in than appointments available or emergency patients.

 

Often times appointment times are lessened to accommodate these concerns. The problem is in most cases the expectations for what needs to be accomplished during that appointment are not reduced. If you try to squeeze a 60 minute appointment into a 40 or 50 minute time slot you will run over. Not unlike trying to pour a 6 ounce glass into a 4 ounce glass. The provider of the appointment feels stressed because they know they will either run over and make the next patient wait or get in trouble for not completing all of the appointment expectations. If this becomes their normal schedule they will eventually disengage, disconnect and stop trying. If you want your team to stay engaged you can’t expect them to consistently do the impossible.

 

The emergency patient. There will be times when you will need to fit a patient in to accommodate their emergency. (It is important to establish standards for what constitutes and emergency in your practice. Always error on the patient’s side.) If it is not an emergency, schedule the patient when there is adequate appointment time.   Inform the patient you will put them on your VIP list and call them with any changes in the schedule.

 

It is very helpful to discuss at the morning huddle the best times to work in an emergency. If you do need to fit in an emergency patient; triage the situation and utilize the team if possible. Define what are the have to haves and let go of nice to haves. Do only what is needed to get the patient out of discomfort and reschedule them for treatment. In some cases the only way to resolve the emergency is to perform the treatment that day. Explain to the patient you will work them in around scheduled patients. Emergency patients are seen after scheduled patients. In rare occasions it may be necessary to reduce the amount of treatment on a scheduled patient to accommodate the emergency patient. Always ask permission from the scheduled patient first by explaining there has been an emergency before reducing their treatment.

 

Scheduling to meet overhead/lower insurance reimbursement not appointment needs. This is the scheduling nightmare that undermines a team member’s level of engagement the most. What often happens is the practice lessens the appointment time to fit the reimbursement level without lessening the appointment expectations. We are in essence expecting our team members to just work harder and faster to make up the difference. In most cases the appointment time was already filled to capacity with appointment expectations before the time reduction. If this is the expectation for your team members…don’t be surprised when they either check out and quit or even worse check out and stay!   After all, if it is impossible there is no hope and no reason for them to keep trying!

 

I do understand that it is necessary to be able to cover overhead and lower insurance reimbursement. However, instead of expecting the team to do the impossible evaluate the appointment times allotted. Schedule adequate time for the have to haves and let go of the nice to haves. If you still don’t have adequate time to accommodate have to haves…add more time.

 

The frustration for many dentists is they strive to deliver exceptional care and service yet receive only minimal reimbursement. Exceptional service takes time and people which costs money. Therefore, we can only deliver service at a level that we can realistically afford. Which means we work at a level that the team we can afford can accommodate. It’s time to evaluate the value of being a participating provider for an insurance when it no longer covers the adequate time needed to deliver your desired level of care and service.

 

We can remove scheduling nightmare stresses when we schedule accordingly to meet the combined needs of our patients, our practice and our team! It’s a win for everyone that results in raising job satisfaction, patient service and the bottom line!

 

Contact Judy Kay today if you would like to learn how she can help you build a cohesive team that support each other and the practice, become better leaders, and deliver service with more passion and fun!

August 1, 2015

How You Make Them Feel!

August 2015

How You Make Them Feel!

Many of us believe it is our level of skill and knowledge that determines our success! When the truth is that there are many highly skilled and knowledgeable people that struggle to succeed. There is an abundance of skill and knowledge available in our society today. In fact we may often feel inundated with too much information! How many product, service or training emails did receive just today and deleted without even opening? Yet most of us will open an email from someone that we like and trust regardless of the topic.

Many of us continue to be customers of certain establishments because we value the relationships we have developed even when other establishments might be better or less expensive. We continue to do business with them because of how they make us feel (trusted, respected, and cared for).   Same goes for our patients. They will decide whether they will continue to do business with us based on how we make them feel!  This message is dedicated to learning how to reach greater success by focusing on improving how you make others feel.

 

 

I recently presented a course titled, Delivering W.O.W. Service: People Will Forget Everything Except How You Make Them Feel, at the PNDC (Pacific Northwest Dental Conference) in Bellevue, Washington. Scott, the camera man who was taking photos of the event happened to be a patient of one of the dentists attending my session. Because my course was about service, brand and loyalty I teasingly asked Scott how he felt about his dentist. Scott’s response was, “He’s awesome!” He shared the following reasons when I asked him why he felt his dentist was awesome.

  • My dentist takes time with me
  • He asks me questions about me and my family
  • He listens to me
  • Everyone on his team is really nice
  • I think he is a good dentist

Notice it wasn’t until the 5th reason that anything pertaining to skill or knowledge was mentioned. The prior four were all about the relationship he had with his dentist and how it made him feel.

Zig Ziglar was spot on when he said, “People don’t care how much you know until they know how much you care!”

We focus too much of our time, energy and resources on defining who we are and what we can do…instead of focusing on what’s important to our patients and how we make them feel! For example, we create an impressive treatment presentation for our patient. First of all why is it a presentation and not a conversation? Why not a two way conversation where we can make a human connection and find out about what matters to them versus giving them a clinical presentation. It really doesn’t matter how good we are and how awesome we can make their teeth look and function if they don’t trust us and value our treatment suggestions.

Our level of success is a result of the relationships we have built with others whether it be with an employee, co-worker, patient, neighbor, friend or family! How we make them feel determines the strength of that relationship.  Here are a couple of my personal examples of how a strong relationship can trump everything else when it comes to building customer loyalty.

I have had been with the same cell phone company since I purchased my first cell phone in 1992. Yes that was back in the days when the phones were hardwired into the car and were the size of a shoebox. The company has changed names several times and is now T-Mobile. I stay with them because of how their people treat me as a longtime customer.

I have also continued to do business with Tricia Fairchild, my accountant and Mike McHugh my State Farm insurance agent since the early 90s. Why…because I value the relationships we have developed for the same reasons Scott the camera man shared. They take time with me, they ask me questions about me and my family, they listen to me, everyone on their team is nice and I think they are good at what they do. My long term loyalty has nothing to do with them being the absolute best, smartest or cheapest and everything to do with the relationship we have developed over the years. I feel like they know me and care about me as a person as well as my success.

I ask you to take a moment and think about who you have done business with for a period of time? How do they make you feel? Why do you choose to stay loyal to them?  Anytime you interact with others, if focus on how you make them feel you will build a much quicker and stronger relationship.  Our success in life is truly dependent on the relationships we build by how we make others feel when they are around us!

Choose to impact everyone you meet in a positive manner regardless of their behavior or situation. Choose to Smile & Shine and focus on how you make them feel AND you will live a happier and more successful life!

Smile & Shine bands are available on my website at https://www.practicesolutionsinc.net/products.html.

 

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