It’s a simple enough formula: MANAGEMENT = SYSTEMS = LOGIC LEADERSHIP = PEOPLE = EMOTION If you are old enough to remember Star Trek, the Vulcan second in command Mr. Spock was the ultimate manager; never flustered by emotion, he would easily recommend the sacrifice of a small community aboard a ship or a planet
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You know exactly who I’m talking about. The (so called) team member who is always stirring things up, gossiping, setting people up against each other, manipulating conversations and quietly sabotaging the progress you are striving for. Smiling terrorists who “play the game” when you are around and chip away at the foundations when you are
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Does your business vision extend to training your team to do their jobs properly? I recently ran a workshop during which over 20 practices were asked how often they trained and/or refreshed the training for their front desk team – rehearsing answers to FAQs and their onboarding protocol for visitors. On average, the answer indicated
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Today my final workshop of the week in Dublin for a group of 7 independent orthodontic practices. That’s 3 workshops and 1 team training day in 4 consecutive days – plenty of steps on my Garmin, a somewhat deeper voice than I had on Monday and a lot of people met and engaged with. During
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What exactly do you believe in – and how would I know? Last weekend Annie and I visited the The Trafford Centre to help her search for appropriate evening wear in advance of an approaching black-tie dental dinner. After a hilarious episode outside a fitting room (a story for another day) we emerged triumphant and
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One of my FAQs from clients goes something like this: The performance/behaviour of Person A is causing a problem – how should I deal with this?” In this context, Person A can be a team member, a patient, a supplier, the Boss(!) – in fact, anybody who is making your life more difficult because of
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After yesterday’s newsletter and social media posts, I want to thank the two practices who signed up for the Bridge2Aid Unity Partnership Christmas Challenge – yesterday we began the journey of delivering emergency pain relief to 20,000 new patients in Tanzania (and they both qualified for three months free business coaching in 2019). Just in
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The news from Dental Protection last week that 89% of dentists fear that their patients will sue them and that 64% are referring to other dentists as a result must sound like music to the ears of the specialist referral clinic. It’s not, however, the kind of information that is going to be of much
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In October 2004, researchers Neil Howe and William Strauss called Millennials “the next great generation.” They define the group as “as those born in 1982 and approximately the 20 years thereafter.” In 2012, they affixed the end point as 2004. So my question is “are Millennials capable of delivering the clinical care, customer service and teamwork that are necessary
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This evening I’ll be in York, speaking at a North Yorkshire LDC meeting on the subject of “Delivering clinical care and customer service in a 21st Century environment.” Ian Gordon tells me that sign-ups have been good and, although one can never predict, it may be a full room later today. Many of my clients
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