Early in my career, much like most dentists, I knew almost nothing about the business and management side of running a dental practice.
So when it came time to assemble my team, I looked for employees that had the most experience in the field so that I could hand off all of the practice management responsibilities to them while I focused on patient care.
My fatal flaw was that I let the staff run the offices “their way” and because I hadn’t given them any direction or parameters to follow, they were forced to create their own systems and protocols.
The result? Chaos, inefficiency, lack of profitability. The worst part was that I was completely dependent upon my staff.
If anyone got sick, had a family emergency or found a new job, a part of the practice would shut down. Each person on the team created their own way of accomplishing their job description but nobody else could duplicate it.
I had effectively created a team of Primadonnas. As an owner, I had no leverage and the team knew it. I had to pay them what they wanted and do everything that I could to keep them from leaving.
Once I finally realized that something had to change, I began to create systems for every department within my practices.
With the team’s help and feedback, I created a written daily, weekly and monthly protocol for every position.
Now, the systems run the practice, not the employees. What we expect from each team member is clear and defined and if they are absent for whatever reason, they can be replaced immediately by anyone who can follow a cookbook system.
If you’re feeling like you’ve lost control of your team and that you’ve got a Primadonna problem, contact our office and we’ll help you set up the systems you need to decrease your stress and move your practice to the next level.
All the best,
Mark Costes, DDS
Founder, Dental Success Institute
Founder, Horizon Schools of Dental Assisting
Author, Pillars of Dental Success
P.S. Join us on December 6-7 in Las Vegas for an intimate small group coaching session. During this meeting we’ll help you to customize systems such as new patient acquisition, patient referral generation, cash flow and overhead control, hygiene department performance, and operational and management integration… I’ll even pick up your room and food!! For more info simply reply to this email or contact my assistant Ashlee at (888) 293-7436.