Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: The Broken Window theory comes from the work of criminologists who learned that when “things” are broken, out of order, not tended to, it serves as a signal of something more sinister below. Michael Lavine in his book Broken Windows Broken Business shows us how this same theory applies to our dental practices. He is telling us we better be paying close attention…not casual attention to the Broken Windows in our offices.
QUESTION: are you paying attention to your restrooms in your office? Have they ever run out of toilet paper and the patient has to come to you for refills? Are the sinks dirty? Is the trash basket full of refuse? Does it stink? Spots all over the mirrors? While you think this is no big deal…..think again. It signals to your patients that the doctor and team aren’t paying attention to details. Could it be that they don’t clean (sterilize) the instruments they put in my mouth? Perceptions.
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: The Broken Window theory first advanced by criminologists James Wilson and George Kelling and then expanded by Michael Levine in his book Broken Windows, Broken Business tells us how to select the businesses we choose to shop. If something small and seemingly unimportant like a broken window, worn carpets, faded drapes, or nasty employees is permitted to go on without repair, the damage can be disastrous to your business. Perception is everything. With this as a backdrop, I will be discussing this Broken Window theory as it effects yours, mine, and anyone’s business. I encourage you to dialogue with me.
QUESTION: what is broken in your business? Take an inventory. Look from top to bottom and then sideways. Make a list. We will talk more in future posts.
Dental Coaching–A Dental Blog with a “Twist”
IDEA: Napping prepares the mind for fresh thoughts. I find when I go and go and go and never take time to “refresh” or simply get off the gerbil wheel if for only a half hour, I get bogged down and my progress seems to stall. I have come to the belief, even as a young dentist, that taking short power naps, if for only 20 minutes has a way to shine a new light on my day, my challenges, my frustrations.
QUESTION: What do you do when you need some down time to clear the mind and get refreshed?What has worked for you?
QUESTION #2: Is there anyone out there? I’d love to begin some type of a dialogue. What are your challenges in your practice?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Don’t start economizing when you are down to your last dollar. I speak with dentists who tell me their business is off 30 to 40 percent. When I ask them what they are doing about this situation. Many times they tell me: “I’m cutting way back on my marketing and cutting my staff hours.” I shake my head in incredulity. Why would someone choose to reduce the critical investments (marketing and service) that have more positive impact on the business than any other? I see the practices that have weathered this recession; the ones that have met and are exceeding their projections are the ones who have strategically invested in their marketing and team training. Period.
QUESTION: How successful is your current marketing program in generating interest in your practice? Where is your major emphasis–external or internal? What percentage of practice receipts have you allocated to marketing? What are you doing to track the return on investment for each marketing initiative?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Look for the niche in life that will make you the happiest. It appears that so many people in so many jobs/careers are “disengaged” from their work. You see it in retail, in corporate America, in the grocery stores, and often in dental offices. Those people who seem to be just “floating” by simply counting the minutes on the clock when they get to go home. In my coaching with my clients I am continually coaching them to be on the lookout for the “engaged” employee. You know them. They are the ones who do more than asked; their smile is part of their uniform; they want to be of service; they ask questions; they want to grow personally and professionally. They are happy and joyful in the idea that they get to make a difference for others. They found their niche that enables them to light up a room when they enter.
QUESTION: How well am I describing you?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Success is never attained through mediocrity. Have you ever been around others who honestly believe that “okay” will be just fine? That’s good enough to get by? What thoughts do you have to overcome mediocrity?
QUESTION: When is “okay”, okay?
Dental Coaching-A Dental Blog with a Coaching “Twist”
IDEA: Your attitude is the first thing people notice about you. Typically when I’m checking out at the grocery store the cashier rarely notices me as a person and instead talks over the isle to the next cashier and asks when its time for their break or how long they have been working without a break. I could kick myself every time I ask this question to the cashier: “How is your day going?” Here is the reply damn near every time: “I’ll tell you more in about 35 minutes when I get to go home.” You would think I would be smarter than to ask that stupid question.
QUESTION: What are the attitudes like in your office? When was the last time you did an “attitude check”? Who on your team can’t wait for the day to end so they can go home? If you have this attitude prevelant in your office, what do you intend to do about correcting it? If your team attitude is positive, supportive, and joyful, what can you do to celebrate this excellence?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Other people’s pessimism is a great fuel for your success. Have you been around others who dash your ideas or tell you that something is impossible or “you can’t do that”? Think about what happened yesterday in the Super Bowl. New Orleans was picked as the underdog. Look at the outcome–the Saints beat Manning & the Colts 31 to 17. Unexpected? Tell that to Drew Brees and his team.
QUESTION: What is your strategy when others put a “damper” on your brilliant ideas? What do you do to overcome others pessimism? List three things you can do today to reverse any negative thinking you may confront today from patients, your team, or your doctor.
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Do less, be more! Do you ever find yourself going, going, going? Do you find yourself attempting to DO more things in less and less time? What would it be like if you simply would “BE” in the moment? Take the time to smell the roses…or whatever project or interaction you are currently engaged in doing. My Mac, the infallible Mac, just erased ALL the addresses to ALL my 1,600 contacts on my system. I found myself all flapped and doing all kinds of “stuff.” However, when I paused and centered myself in the moment and allowed myself to “be” I have come up with a simple solution and now I feel more at peace. At least I stopped pulling out my hair.
QUESTION: what can you do to do less and be more? More observant to the miracles around you? Be attentive to your spouse and tell him/her how much you love them. Be grateful as you know someone has bigger challenges than you. Be willing to look at things differently. What do you want to “be” when challenges arise as they will each day? What would be the value if you behaved differently?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: If you smile at people, they will almost always smile back. Too often when you find yourself at the grocery store, the gas station, or at a professional office the people serving you rarely look up and acknowledge you let-alone-smile at you. What is this all about? It reminds me of this simple fact: “I’m the one with the money and you’re the one who wants it. If you can’t greet me with a smile and common courtesy, I will choose to take my business elsewhere.”
QUESTION: When was the last time you took an inventory of your business to make certain that a courteous smile, by EVERYONE on your team is a part of the uniform? Challenge yourself and your team!