Are you scared of transparency? Do you believe your team has no business knowing the overall practice production, downtime and other revenue numbers? I challenge you to open up.
Energy Flows Where Attention Goes: If you bring the revenue numbers to your teams attention, and if you build your people up to be invested in the practice, their attention will naturally flow to meeting those goals. Of course, this works best with detailed job descriptions, an overall positive office culture, and regular team meetings to keep everyone on track. But it works. In fact, it works very well.
Custom Spreadsheets For Practice Analysis & Reports
First a quick note about tracking your numbers. Your software spits out raw data but may not have the finesse to drill down and get accurate numbers. It may not account for downtime well. It may not calculate provider production averages based on booked time. It can’t see the bigger picture or take action based on those numbers. Your accountant catalogues your expenses and bottom line, but doesn’t give you data on how each provider is producing, where your schedule is bleeding money, and where to focus on improving. For this, I recommend you create your own spreadsheet to track the health of your practice and the performance of every provider.
Once you have that set up…
Establish Job Descriptions & Goals
Start tracking and sharing key practice production values with your team and watch them strive to meet new goals. When they have to focus on their own numbers as a provider in your practice, they naturally get laser focused on getting their own numbers up. Multiply this powerful effect across the team and enjoy the practice production gains! Be sure to coach and support under performers and recognize consistent top performers. Every team member has value and needs attention.
Each admin should have a defined role- hygiene coordinator, insurance coordinator, treatment coordinator, recare coordinator, reception etc. This gives each player a specific focus, greater accountability, more purpose, and less opportunity for blame shifting or sliding under the radar as their team mates pick up their slack.
Every dental hygienist should be adhering to the same set of expectations, outlined in a job description for that role in your office. Ditto for dental assistants. It may see like a waste of time, but job descriptions are incredibly useful tools when hiring a new employee, assessing an employee’s performance, correcting poor performance, granting a raise, or deciding on terminating an employee.
Once you have job descriptions in place, you can begin to set goals. Each admin may have call log goals or booking rate goals. The entire admin department may have certain goals. Each hygienist may have hourly production goals. Overall, a total practice production goal should be set as well.
Goals clarify expectations.
Goals unify team members.
Goals help grow practices.
Goals also need regular review and discussion so you and your team can troubleshoot when you come in under goals, learn from each other, and simply repeat expectations to keep everyone on track. This is why monthly team meetings are incredibly useful for growing your business.
Monthly Team Meetings
To communicate the importance of team meetings, be sure to:
- pre schedule them months in advance
- block the schedule out so every team member attends
- have a “topics for discussion” sheet posted in the staff room where any team member can add topics for discussion (you always have final approval)
- train employees not to continually interrupt your day with complaints or concerns, but to use the “topics for discussion” sheet instead – this lessens interruptions and also moves you away from a one to one discussion and to a one to many discussion where you can tap into the genius of the entire team at once
- assign a minute (notes) taker for each meeting
ensure minutes are typed and stored in a central location accessible by all team members (for reference as needed)
- be sure to review the total revenue goal for the month
- be sure to review top 3 goals or areas for improvement each month ( these are areas that support the primary revenue goal and can pertain to customer service, drilling down on recall lists or book backs or insurance breakdowns, creating a unified patient experience, practicing new patient education language, implementing changes, updating documents and more)
- be sure to celebrate wins each month
- be sure to ask the team for input – it should be a multi directional conversation – not one owner or manager talking at the team
- from time to time, throw in a celebratory lunch or treat
Pair all of the above with a strong HR system, and you can create an all star team that will help you build a dream practice!
Do it yourself or call in dental team coaching and training help. You may be asking yourself, why would I pay for this – I can do it myself. Yes, you can. But are you? And are you consistent? Are you holding everyone accountable in a positive and supportive manner so as to motivate instead of demotivate? Are you correcting and coaching resistant behaviour from providers? Are you holding yourself accountable too? Are you making the right marketing moves to support your goals?
Anyone can crunch numbers in a spreadsheet. It takes more than numbers to create a high performing team. Re-read this post and think about how soon you can implement these practice growing systems on your own, or with help. It’s time well spent.