excuses: because the team works so hard, the patients love Sally, Sue is always on time, Beth knows which tool to hand him even before he asks for it, and so on … but, unlike emotions, the numbers don’t lie. That said, despite his resistance to see how his underperformance could in any way be tied to his team, Bob was convinced there was a mountain of untapped potential in his practice and, to his credit, applied and was invited to join GG12. Over the next few years, Bob and I would occasionally run into each other during the semi-annual Gems Retreats, and although his practice was definitely improving, he felt like he was bumping up against a glass ceiling. After I reminded him his results were a direct result of his team, he would nod and then dismiss the insight. It was as if he had purchased a “first class” ticket but decided it would be better riding with the baggage. Until … I recently received a call from Bob. It was as though someone had flipped a light switch … He discovered, to his horror, that he was working for his team and not the other way around. He was tired of working so hard and taking home so little. He had finally “had it.” After a few questions, Bob mentioned he was done believing the excuses he had been telling himself about his team month after month. In fact, Bob reluctantly admitted over the last few years that he sat back as an average of $250,000 slipped through his fingers — EACH YEAR! That means he compromised on the level of care his patients received, he allowed his team to dictate the level of success he had, and he sacrificed his family’s peace and happiness. He has a new full-time Hygienist, who produces on average $1,800– $2,000 per day. His new Dental Assistant is light-years ahead of the one he replaced. The practice is on fire! All because he finally decided he was no longer willing to allow anyone to hold him back.
By Tom Rich, MBA, GG12 Senior Practice Analyst
If you’re like most Dentists, you’re probably living beneath your potential. There will come a day, and I sincerely hope it’s sooner rather than later, when you’re finally tired of getting less than you deserve. Several years ago, I spoke with a Dentist, Bob, who wanted to improve the results from his practice. After doing some digging into his practice’s numbers, we discovered the primary cause of his underperformance. It wasn’t marketing, location, patients, insurance, etc. After a lot of back and forth, it became obvious it was his team, but he was 100 percent to blame (because he allowed it to happen). During his RoadMap to Success (a critical step in the GG12 Dental Practice Transformation Program application process) we identified multiple data points that proved this. Here are just a few …
• Bob’s three part-time Hygienists were producing less than the national average (and the national average is just that … average !)
• His business team members were frequently allowing patients to leave without scheduling a next appointment.
• His office manager was doing way too many pre-Ds, allowing patients who otherwise could (and with appropriate team skills would ) have scheduled on the spot, etc.
His team was making him work harder than he needed to.
Bob reacted exactly how many others have when confronted with similar news: he simply refused to believe it. He said there was no way the analysis could be right and then proceeded to give a laundry list of
Your patients expect and deserve the best, as do you. Never settle. Never compromise.
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