Office gossip can become a toxic distraction that threatens the productivity of your practice and effectiveness of your team. Spell it out loud and clear in your practice code of conduct that office gossip won’t be tolerated. If your employees assert that they aren’t sure what constitutes gossip, tell them to answer the following questions, which will help make things a little clearer:

Is what I am saying true? If not, it’s gossip. If I am not sure, it’s gossip.

Could it harm another person? If so, it’s gossip.

Is it necessary information? If not, it’s gossip.

How would I feel if someone made these comments about me? If I would be hurt, it’s gossip.

Would I be comfortable if every person in the office heard me say these things? If I would be embarrassed or ashamed, it’s likely gossip.

Is this conversation consistent with my personal values and professional standards? If you feel like you are doing something wrong or discussing something that can only be whispered, it’s likely gossip.

This past weekend I went into a local small clothing store to look around…..okay I did buy something!
There was only one store clerk behind the counter. She appeared to be about my age. I was asking her if this particular top came in a different size and she said,
“Oh no….sorry but it comes from China and I can’t get anymore.”

“Okay….well I’ll take these instead.” She proceeded to write it up…..long hand on a receipt pad. No computer in sight. I told her I was interested in that jacket because it matched my business colors, red and black. So, she immediately asked me what I did and I told her that I owned a management consulting company that specialized in dentistry. “Oh, that’s interesting.” I proceeded to tell her that we go into dentist’s offices and analyze their business operations and then make recommendations and implement and train to the prescribed action plan that increases their revenues.

She then asked me what a dentist’s biggest problems were and I said, very quickly, “patient retention”. She wasn’t quite sure what that meant so I said you know how you’re supposed to go to the dentist every 6 months? Yes, she replied. Well, I said, they send you a cheap cartoon postcard to remind you or they make you schedule your appointment 6 months out when you have no idea what you are doing and she said yes, you’re right and kind of laughed when she reflected back on her cartoon postcard.

So, I told her that dentists are blessed that they should have repeat business but they have weak systems and follow through to maintain the customer coming back. She then smiled and looked at me and said, ” I guess that could apply to my business as well because I own this store. I used to be in retail for years with Saks and Nordstrom and now I have this shop.” Yes, I told her. I reminded her that I just spent a good amount in her store and she had no idea who I was, my address, my email, nothing. She said, “You’re right.” I told her I would enjoy knowing about specials she might have during the year just for her “special” customers. So then she asked for my business card.

I told her I would be back.

Patient retention…..don’t take it for granted.

Cheers,

Sally

I hear that some dentists and their teams could use a few new ideas to shake up the annual holiday celebration, so I thought I’d share some things I’ve done in the past.

Employees are told the party starts at 11:30 a.m. and does not conclude until that evening around 9 p.m. At the appointed time, gather them all up, file out the door to be greeted by a chauffeur in a stretch limo. First stop on the agenda is lunch at a great restaurant then it off to the local mall.

It is here that the games begin. I prepare ahead of time and give each of them a gift bag and specific instructions. In the bag is $117.63 in “crumpled” small bills and change. Crumpled is very important and yes, it takes some hand energy to get them all in a wad and then don’t forget to throw in shredded paper and mix the money with the paper. Give them 80 seconds to figure out how much money they have in the bag and it’s hilarious to them throw what they think is shredded paper and then diving into the trash can at the mall to get the money they threw away!

They have instructions to purchase seven items as described on their instruction page. For example, one item has to go around in a circle and make noise; another item has to be something a ballerina would want. And just in case anyone has any illusions that this task is easy, they find out that they have to purchase the items at different stores, no candy, gift cards and it has to be for them and not for another person. It doesn’t stop there, the person who spends closest to or equaling the amount in the bag gets $50 extra bonus. If they go over the amount, they’re disqualified.

If you’re looking to really build team camaraderie and loyalty keep reading.

So, with tired feet, they come back to the limo to relax, sip champagne and cool off … until they learn there is a round two. The next activity on the adventure involves more shopping. Everyone is given another bag with wadded up cash and change in the amount of $48.06. Similar concept as the first, except they have drawn names and they have to purchase four gifts for a team member in four different categories, such as something in red, yellow, and green, stretchy, pentagonal, etc. and they have just 40 minutes to get the job done.

The typical holiday party in most offices is lunch or dinner out. Put some creativity and effort into making it an adventure. It isn’t about the gifts it’s about having fun together, enjoying each other’s company, and doing something completely and totally different.

Wrap up your day of adventure with a go-cart race challenge and a fabulous dinner at an excellent restaurant where everyone shows off their purchases and enjoys great food and great times with a great team and a great boss! LOL! That’s the most important part.

So the next time you’re looking for a way to thank your team for a job well done do something out of the ordinary. They’ll never forget it and they will always appreciate that you really tried to make them feel special.

Happy New Year to each of you from McKenzie Management.

Appreciation and gratitude given with sincerity, are priceless to the employee and don’t cost you a dime.

This holiday season, start a new tradition in your office. Sit down and write a personal note to each of your employees. Think about their contribution to the success of the practice and share that with them. The note can be simple and straightforward but must be completely sincere. During the staff holiday gathering hand it to the staff member with a sincere “Thank you.”

If you are giving holiday gifts, establish a budget. The gifts don’t need to be expensive but they should reflect that employee’s individual likes or interests. Gifts purchased en masse, such as those crates of oranges, are often viewed as meaningless tokens of obligation rather than genuine expressions of appreciation. Certainly giving gifts that are personalized takes time and thought but mean much more to the employee and the cost is less likely to sour your festive spirit.

For example, consider the following:

Give a rose for each year of employment on the employee’s anniversary.

Send a handwritten letter to the employee’s home

regarding their accomplishments and value to the practice.

Treat the team to the movies and snacks.

Create an “above and beyond the call of duty” award.

Pay dues to auxiliary professional organizations for the employee.

Schedule planning meetings off site at the zoo or a museum

and allow time for the team to enjoy the excursion.

Give extra paid vacation time between Christmas and New Year’s.

Encourage all staff to catch each other going above and beyond.

Share those “acts of excellence” with the doctor and the team.

Make this holiday special!

Are you doing something special with your team this holiday? Share your ideas here…

Today, I received the email below from George Vaill, a fellow dental colleague, who specializes in dental office lease negotiations about Memorial Day. It is touching and profound. He expresses my feelings exactly. George can be reached at 781-721-7405, gvaill@comcast.com, www.georgevaill.com.

Good day, all.

As we approach Memorial Day, 2011, I wish to take you back to the 1950s when we (boys) all played Cowboys and Indians and “war” in the backyard or out in the woods. I suspect that some of you probably had the same visions that I had back then of being a hero, ala John Wayne, stepping out from behind a tree and picking off an enemy combatant with one shot just-in-time to save a buddy’s life. I further suspect that our fathers before us and the young men and women serving us now around the world, whether or not in combat roles, had similar visions during their childhoods; visions of heroism and sacrifice fueled by a patriotic sense of duty to country.

As we walk through our daily lives, we are surrounded by veterans of past wars and conflicts, often times we are unaware of their sacrifices. Those who served in World War I are gone. Those who served in World War II and Korea are dwindling in number. Those who served in Vietnam are most prevalent in our midst. And those who have served in more recent wars in the Middle East are nearly invisible in our society due to their (relatively) small numbers. In fact, many Americans do not personally know anyone who has served in or is currently serving in the Middle East. The good news is that there are fewer soldiers exposed to hostilities these days than there had been in most of America’s previous wars. The downside of that statistic is that, as many of us do not personally know a veteran of recent conflicts, their lives and conditions are mostly out of our sight. And for many, their needs are great and our support wholly insufficient.

I resurrected our childhood memory in order to encourage that we all take a moment, not just on Memorial Day – but every day – to reflect upon and appreciate the sacrifices that have been made in America’s name by our brothers and sisters and which continue to be made by our servicemen and women and their families all over the world every day. Though Memorial Day is about honoring those who died in war, at the same time, honoring with thought and deed those living veterans who are still in our midst will help establish a foundation of remembrance in our collective conscience to serve as a basis upon which to fulfill our solemn pledge to care for all of our veterans in the future forever and ever.

Memorial Day was not established to be used as an excuse for a three day weekend in which to sleep late, go to the mall and have a bar-b-que. Instead, it was established in order that we never forget those who gave their lives that the rest of us might continue to enjoy life, liberty and the pursuit of happiness. So please take a quiet moment of reflection this weekend to memorialize our departed veterans. And while you are at it, please make a personal commitment to reach out to a veteran and resolve to honor our individual and collective duty to fulfill our nation’s promise to all who have served America in uniform.

Thank you.

George