San Diego Location: 3780 El Cajon Blvd., Unit 1
Poway Location: 12915 Pomerado Road Poway, CA 92064 Phone: 858-748-5100
San Diego, CA 92105 Phone: 619-265-2467
The Happy Tooth
SOMEWHERE YOU WANT TO BE HOW TO MEASURE THE HEALTH OF THE OFFICE
What’s the secret to running an office patients want to visit?
If you go online and search “dentist in San Diego,” you’re going to get almost two dozen results on the first page alone! Every dentist can clean a patient’s teeth or perform a filling, so why do patients choose me over another office? I can’t say what drives every patient, but I do believe something that makes my office special is the people inside.
One of my favorite books is “The Advantage: Why Organizational Health Trumps Everything Else in Business” by Patrick Lencioni. He’s a motivational speaker who specializes in
“In order to build a positive environment, one thing I encourage in our office is communication.”
teaching companies how to improve their team management. Lencioni says the most important thing any business can provide isn’t their technology, data, or
information, but a solid team that works together to make sure everything runs smoothly. The best way to ensure you have a solid team? Make sure the team actually likes coming to work. I am a strong supporter of making sure your team is happy in their workplace. We spend a big chunk of our waking hours at work, so shouldn’t we at least like being in that place, surrounded by those people? Plus, I know that when we’re happy to be at the office, the positivity spreads to our patients, too. In order to build a positive environment, one thing I encourage in our office is communication. I know there are some situations in which team members would rather keep their mouths shut instead of voice a concern because they fear talking will get them in trouble. I welcome and embrace an exchange of ideas. When trouble arises — and when you are helping people who are sick or in pain, trouble arises on a daily basis — I don’t send down orders “from the top.” Instead, I talk to my team, present the problem, and ask them to work together to come up with the best solution. This builds the team dynamic and encourages everyone to look at a problem from all angles, helping to prevent the problem from arising again in the future.
I’m lucky to have a team that gets along so great, but even we have times when something rocks the boat. It’s okay if we aren’t completely happy all the time, but we have an important rule: Don’t go home upset. This is another way I encourage a stronger team dynamic. Resentments shouldn’t bubble up from beneath the surface. If there’s a problem, we sit down, with a supervisor if need be, and try to work it out. We may not agree about everything all the time, but when we remember we’re all here because we want to help patients be healthier and more confident, it doesn’t take long to smooth things out again. It’s not easy to achieve peak organizational health, but I recently had a patient tell me, “The reason I come in is because you guys are so happy here!” That kind of compliment lets me know we’re doing something right.
–Dr. Justene Doan
April 2018 Edition
A+ Family Dentistry | 619-265-2467 | P1
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