Coach Me Ron » Coaching Conundrums

Killing The Practice Before It Kills You

admin — Thu, 12 Aug 2010 23:33:25 +0000

….”Oh, what a negative title for your book” I heard from one dentist who went on to tell me how hard he has worked for over 30 years to create a positive image for our profession.

Interesting I said to him….the same man who has had over 30% turnover for most of his 30 years in practice: “hell, it’s tough to find GOOD help these days” he tells me.

…the same doctor who decided to do most of his prophy’s himself and save the cost of paying for a hygienist.

…the same doctor who says all these patients only want “cheap dentistry” and they aren’t willing to pay for it.

…the same dentist who told me: “my front desk GIRL (Office Manager) has been with me nearly all 30 of my years in practice and I can’t get he to do anything right.”

Whoa, I’m not certain I would want to Kill the Practice but rather………..well, rather than state the obvious, what do you think?

Help a Dental Team…..

admin — Fri, 18 Sep 2009 17:14:32 +0000

I’m reposting this request………..because I need your thoughts.

Recently in my Tuesday Tidbits I discussed the value and importance for dentists to take the Leadership and the time to acknowledge their team to recognize their contributions. It’s good for morale; it’s good for patients; and it’s good for the bottom line.

As a reply to my Tuesday Tidbits post I received the following plea from one of my dear dental auxiliary friends. As a dental coach, I am requesting your comment; suggestion; and feedback so we can use a community of thought to help my friend. Read what she sent me and then write your suggestions in the comment box below.

“How about a way to deal with a boss that will not handle a bad apple in the cart. We have been dealing with a bad apple in the cart for several years and we must be approaching him the wrong way. There are 7 of us that are so feed up. We all give 200% and the bad apple barely gives 50% on a good day. We just want him to know how unhappy we are with the bad apple. We have approached him as a group but it seemed not to work and he felt ganged up on and really hasn’t said anything to us since. He has also not said anything to the bad apple to improve her. Are we at a lost cause?”

What would you advise? Comment below…

Short Notice Cancellations & Failed Appointments

admin — Fri, 24 Jul 2009 12:27:56 +0000

Clients report to me that one of the most challenging issuces they deal with in their dental practices is with patients who fail to show up or cancell at the last minute. They argue it costs them thousands of dollars each month; disrupts the schedule; and creates conflicts between the office/doctor and patients. As their dental coach I invite them to think about establishing “boundaries” around what is acceptable behavior and protocol. The response: “are you nuts, I don’t want to upset the patient…they may leave the practice.” I remind them that if they continue to do what they have always done they will continue to get what they have always gotten. Additional lost income and upset.

I was recently on vacation at one of my time-shares in Arizona. The facility offered massage services. Below you will read their “Massage Therapy Procedures”. Tell me what you think about these “boundaries.”

Please be on time for your appointment, as ending times cannot be extended.
Before you arrive, please be showered and use the restroom.
Payment for services may be either: room charge or cash only.
24 hour cancellation policy: if you cancel your appointment within 24 hours, there will be a 50% surcharge to your room.
No Show: if you don’t show up, or cancel within one hour, there will be the full service fee added to your room charge.

If you think this is offensive then why were all the beds full and a wait for reservations? Here is the coaching question: what can you take from these Massage Therapy Procedures and apply to your dental practice when establishing boundaries around your Short Notice Cancellations & Failed Appointments? Please reply in the comment section below to share what you do in your office.