Stop Trying So Hard
Over the last few years, in my quest to achieve MAADOM certification, one of the biggest challenges I have faced has been writing essays on how to run a successful office. Dentistry is an industry that I know and love, but I struggled to put it into words.
How do I explain to others what I have memorized from years of practice and repetition?
Then, I realized I could be most effective by being authentic. Keep it honest, keep it simple, and stop trying so hard.
Let me clarify: when I say stop trying so hard, I mean that sometimes the best solution already exists. We don’t have to come up with a whole new idea; we simply need to adjust things to work for you. This can be as simple as changing the verbiage you learned in a class to something you’re more comfortable saying and then just calling it your own.
Master the Basics
One of the first things to keep in mind when leading a team is to stick to the basics.
A system ensuring basic tasks run smoothly every day is a simple yet essential step to good management. When the team is in sync, the appointments run smoothly from scheduling to checkout. This enhances the patient experience and sets the tone for the entire office staff.
When I think of the most basic things for an office, I need to always focus/refocus on scheduling, producing, and collecting.
Create Systems That Leave Room for Personality
It is essential to be flexible and meet people where they are.
While having a uniform system keeps things simple, we must also consider that each team member might learn differently. Let each member of your team find the flow that works best for them. What is comfortable for one might not be comfortable for another, and that’s ok.
Patients don’t want to come into an office of zombies. Allow your team members to let their personalities shine while they work the systems in place.
When you are training on the schedule and discussing how to handle a cancellation, you may do well with the version of “OH NO! The doctor has 3 hours set aside for you; is there any way you can keep your reservation?” You cannot expect the person sitting next to you to feel the same way.
It could be as simple as “Doctor set aside 3 hours for you today. Can we do anything to make this reservation still work for you?”
These questions are the same, but might flow differently for each team member. Let them make it their own.
Empower Your Team to Own the System
Don’t just make it your own; own it!
Once your team members have found the flow/verbiage that works best for them, encourage them to embrace it. Let them take the systems in place and make them work the best way for them. When the expectations have been put clearly into place, allow your team to achieve the goals in the most natural way.
People work best when they are comfortable with the steps they are taking. What matters is meeting the goals of the office while delivering the best customer care.
We can truly only do this if we are authentic.
Success Lies in Simplicity
Simplicity truly is the key to success.
Many practices among dental office managers have stayed in place for so long because they work. You don’t have to develop crazy new ideas to have a successful practice.
Stop trying so hard to come up with a new idea all the time, and take the basics and make them your own. You’ll find it is the best way for everyone on the team to achieve the shared goal.
About the Author
Holly Sadowski, MAADOM
Holly has worked in the dental field since 2003. Currently working as a COO for a multi-location dentist and also providing training and consulting to nearby offices as well.
She specializes in accounts receivables and communication, but enjoys helping grow all aspects of a dental office. Holly serves as the VP of the (DPLN) St. Louis Dental Connection and is on the board of a local service group where she helps pay it forward through service projects.
