Positive thoughts, goals, and talk make a real difference in the success of your practice. However, the only concrete evidence of positivity is demonstrated by doctor and staff action, behavior, and results. Putting words into action is a choice. Walking your talk is a choice. Our behavior and results are a choice. Turning goals and lofty dreams into reality is a choice every minute of the day.
Our London clients call it “spot on” behavior. It is a moment-to-moment choice to play the game and play it well. In “Maximum Achievement,” Brian Tracy says, “Everything counts, everything counts, everything counts.” Knowing our behavior is a choice, how well do we choose every minute? What systems are in place to ensure our goals are met and exceeded? “Spot on” behavior is reaching down deep to accomplish your own maximum achievement.
“Spot on” behavior is sitting with your guest and completing a shortened health history together, making the time and commitment to have your new guest be comfortable. Avoid sending in the mail an extended health history form to new guests and expecting them to arrive with it at your office.
“Spot on” is having meaningful conversations with guests about their dental dreams. Rather than waiting until the appointment ends to discuss treatment and finances, a choice in behavior is to ask questions, listen with intention, and help your guests build their picture of a smile. The other choice in behavior is to be “too busy” and avoid the conversation completely.
“Spot on” behavior is utilizing an opportunity for hygienists to administer anesthesia in states where this is legal. When a recare patient has a single filling diagnosed, scheduling a separate appointment is a time challenge for patient and practice. Instead, at the next hygiene cleaning, the hygienist can deliver the anesthesia and the doctor can complete in the hygiene chair.
“Spot on” is discovering and recording your guest’s personal preferences for coffee, music, temperature, or movies, and delivering upon their arrival. Anticipation turns words into action and this earns loyalty from your patients.
“Spot on” behavior is the doctor answering and asking more questions, ultimately giving an estimate to the patient. Trust and loyalty is developed when the doctor completes the diagnosis and gives a fee. More cases are still pending or lost when a transfer of responsibilities occurs in midstream. Completing the job is a choice in behavior. When there is a definite “yes” to treatment and the fee is given, the financial expert in your practice can do the logistics of money.
“Spot on” is an assistant leading his or her room by being totally prepared and orally completing a laminated checklist. It is an assistant running the room on time. In a diagnosis of crowns and fillings, it is an assistant who has the doctor complete the fillings first, knowing the doctor will always complete the crown. It is an assistant who is conscious of the patient’s time, as well as practice profitability to complete the scheduled work on time.
“Spot on” behavior is seeing the big picture of scheduling in blocks so the doctor has minimal interruptions. It is scheduling hygiene with periodontal patients during the doctor’s production blocks. It is communicating with the team to meet goals as one.
“Spot on” is seeing every guest as a person and not as a set of teeth dropped off at your office. If you have a picture in your mind of what you would like this person to look like, your own agenda will trip you every time. “Spot on” is acknowledging your guest as a full person with likes and dislikes. Develop their dreams, not yours.
“Spot on” is seeing yourself as an innovator, working and thinking about the patient’s impressions. Malcolm Gladwell, in his book “blink,” confirms people make up their mind about something in seconds. Therefore, “spot on” is thinking on your feet as well as having systems in place to demonstrate you are worth it.
“Spot on” behavior results from systems of communication, skill building, scheduling, and most of all, a leader who sets the direction which motivates a team of people who see the doctor’s vision as their own.
Dr. Bill Blatchford’s Custom Coaching Program is now availableanytime, anywhere. Utilizing 18 years of practice-management experience with over 1,100 offices, Dr. Blatchford’s custom program involves minimal travel and maximum personal time with the coach, interaction with other doctors, and tons of support. Leadership, systems, case presentation skills, communication, and profitability are emphasized. He can be reached at (800) 578-9155 or visit his Web site at www.blatchford.com.
