Marketing is not something we simply “do”.  It’s not a random bunch of “good ideas” that we implement in the hopes of yielding some new patients. Rather, our marketing efforts should be a carefully planned and well executed Marketing System.  It should be a reliable program that we can consistently ...

Our office “systems” or procedures are the habitual way our staff does their work – how they file insurance, schedule patients, or collect overdue accounts.  These procedures can either be well designed and reliable or they can be disorganized and inconsistent.

When things go wrong in the office, i...

These are the decisions that are forced on us, the ones that we feel are unfair, the ones where there are no seemingly good solutions.

Maybe we're short staffed and we can't find good employees. Or we spent a great deal of time training someone and they just quit.

How should we proceed?

1. Acknowl...

Whether it’s being a great parent or an outstanding clinician & team leader, we all want to become exceptional at what we do!

But those rare individuals who become truly exceptional, do so, NOT because they are BORN exceptional or BELIEVE they are exceptional.

On the contrary, they become exceptio...

I hate disappointing patients! Their referrals are the life blood of the practice.  To plagiarize a similar saying:  Happy patients, happy (professional) life!

So as summer approaches, for me it’s a great opportunity, but also a time of stress.  The requests to get patients in or out of treatment b...

WE are the biggest obstacle to exceptional teamwork!

We blame our staff for not getting along with each other, not treating patients well, and making too many mistakes.  We believe that “If only my staff would improve, my practice would improve!”

But when we do, things rarely get better.

I felt t...

Many practices have lost control of staff time off.  Too many “sick days”, poorly planned vacation time, chronic late arrivals, & more than one staff out at a time.  All create havoc to our schedule.

After struggling with this issue for years, we came up with a system that gave us most of what we w...

Ultimately, the success of our practice is not limited by the economy, competition, or any other external factor. It thrives (or simply just survives) on our ability to hire, train, and retain an excellent staff. With an exceptional staff, we are able to consistently deliver an outstanding patient e...

You know how you want things done. You know how things should work. 

So, why does the staff keep making mistakes?

Why can’t they do what you’ve asked them to do?

Why do they keep forgetting how you want it done?

And why do you feel you have to micromanage them in order to get it “right” every ti...

Maybe she was rude to a patient or she continuously makes the same mistake.  Possibly she doesn’t seem to be improving her performance or isn’t getting alone with other staff.  Or she won’t consistently get to work on time or is constantly using her cell phone against the office policy.

Whatever th...