Crisis Averted: Success Built on Planning and Expectations
I received my degree in advertising, public relations, marketing, and business, and at no point did I think I would be running a dental office, especially my own.
Owning a dental office with my prosthodontist husband after 27 years, I have a tough-love relationship with the practice. On one side, I enjoy seeing what Steve can do for patients, bringing growth opportunities to the individuals on our team, and being responsible for running a successful practice. On the flip side, being accountable for humans on the team, ensuring patients are happy at every turn, and running a successful practice takes work.
The Importance of Setting Expectations
Setting expectations for ourselves, the office, and the team is imperative to make each day run as smoothly as possible. Ultimately, when expectations don’t meet reality, it can cause conflict.
In my initial article, I shared how setting expectations for myself had become the cornerstone of my day-to-day schedule, allowing me to set myself, my office, and my team up for success.
To work as a team, there are a few key essentials for setting expectations in the office that create a flow, allowing everyone to, as they say, row in the same direction, set the internal volume, look ahead, and do their best to enjoy your work life.
Opportunities in your office may be like ours:
- Core Values
- Morning and Two-Week Huddle
- Work Hard, Play Hard
Setting the Right Tone in the Dental Practice
Working on setting a tone for the practice is a way to gauge and know where you are as a team. One way to accomplish this is by creating core values.
Core values are non-negotiable standards everyone understands are essential to patient and team care, personal and professional growth, discussing what is important to the doctor, and, just as importantly, the team.
For example, having fun, continually learning new techniques and technologies, and having each other’s back are three of ours that keep us on the same page and set the vision.
Try Morning Huddles
Another way to set a vision is through team morning huddles, one of the best ways to set the pace and choreography for the day.
Although expectations are imperative, in stressful situations, “We don’t rise to the level of our expectations, we fall to the level of our training.”*
Therefore, we need to prepare. Scheduling 20 minutes or less to come together to understand the patient’s needs and issues, each clinician’s ideal setup, and the ultimate flow of the patients, operatories, and team set a truly positive flow for the day.
This is the time to understand patients’ treatment, expectations, health issues, fears, and what the team needs to know to make their appointments positive. It’s the time to discuss each clinician’s needs, delegate, and work out where each team member is set to be throughout the day.
About eight months ago, we started making time for a ‘two-week huddle,’ adding an hour once a week to our regular morning huddle to discuss the upcoming two weeks. This time allows us to check labs, check if the appointment time is appropriate, note where a patient was seeing hygiene and the doctor, ensure it was correct, and more.
I can’t stress enough the positive shift that checking systems two weeks in advance made in our schedule.
Don’t Forget to Play
Lastly, as we all know, we are in the office more than some are at home, and it is essential to understand that while in the office, we work extremely hard, and there are times out of the office, as a team, that play is just as important.
- Scavenger hunts in and outside the office
- Team fun day
- Bottles-after-hours (non-alcoholic, too)
Over the years, we have taken the team out to dinner, spent a half-day on a pontoon, gone axe throwing, and even gone to a Rage Room. Using bats, crowbars, and hammers to break bottles, plates, etc., was a great way to see the team get their stress out!
When a team can come together and learn about each other in a non-work environment, we find the humanity in each other that transfers to give a bit more leeway during office hours.
When we set expectations for ourselves, individually and as a team, we will find ways to counteract and plan for various issues. Therefore, setting clear expectations can set up your entire environment for success.
*originally attributed to the Greek lyrical poet Archilochus.
About the Author
Laurie Spitz, MAADOM
Laurie Spitz, MAADOM, and her husband, Steve, a prosthodontist, founded Smileboston Cosmetic and Implant Dentistry, a three-doctor dental practice outside Boston, MA.
Her business, marketing, and public relations degree has given her the background to successfully work in every office capacity (other than clinical), and anything her degree didn’t teach, life has.
As an AADOM spouse, Laurie has a unique perspective, allowing greater optics in every aspect of the organization.
Over the last 27 years, she built a business from scratch, purchased and sold a second office, and evolved to an OON office while raising three kids, two growing up in a pack-and-play behind her desk.
Laurie has been a member of AADOM since 2017 and earned her Fellowship in 2023. She earned her Mastership (MAADOM) in September of 2024.
