Regardless of whether you are just starting your business or already have an established business, the steps to building a great culture are the same!
Step One: Clarify core values and eat, breathe and sleep them.
In other words, live them by example modeling the waddle. I suggest limiting core values to no more than four or it becomes confusing for the team. Please email me at JudyKay@PracticeSolutionsInc.net if you would like to receive a sample of core value words.
Step Two: Get the right people in the right seats.
Do you currently have the right team on board? Together as a team, establish a standard of attitude and behaviour. How will you interact with each other and your patients? What is appropriate and what is not? If, after you establish your new standard of attitude and behaviour, there are still team members creating drama, stirring the pot, or unwilling to support your changes in both words and actions, LET THEM GO!
Step Three: Lead by example.
Everything really does come from the top down. Set standards and don’t allow double standards. Live and maintain those standards. If you want your team’s focus to be what is in the best interests of the patients and the practice, yours must be as well. Actions speak louder than words. Show up enthusiastic and on time to see your first patient or to the team huddles and meetings. Work in an emergency patient even when you don’t feel like it. Be positive, upbeat, and available to your team and your patients. In other words, do what you said, when you said and how you said you would do it! Make sure the quality, service, and value are what you promised to your patients. Tell the truth to your patients, your team members, and most of all yourself!
Step Four: Create a systematic approach to all tasks and responsibilities that you would like to grow and change.
Team meetings are an excellent way to introduce and implement new ideas, systems, or protocols. Introduce one idea at a time and go deep to resolve and come to a conclusion…versus creating a data dump of many ideas left unresolved that you must continuously revisit. Please email me to request my R.I.S.E Process for successful and sustainable implementation.
Step Five: Establish accountability and consequences.
Accountability starts with everyone being equally accountable to the ideas, systems, protocols and standards that were set. No double standards for anyone, including the doctor or manager, or you divide the team. Develop a protocol of consequences for when there is a lack of accountability. Address any concerns immediately. If an inappropriate behaviour or attitude does not get addressed by the doctor or manager, it will be considered acceptable by the team.
In the end, a vibrant company culture that supports and nurtures your employees will help you thrive!
About the Author
Judy Kay Mausolf is a speaker, author, and dental culture specialist with expertise in helping others get happier and more successful. She coaches dentists and their teams how to become better leaders, communicate effectively, work together better and deliver service with more focus and passion. She is past President of National Speakers Association (Minnesota Chapter), Director of Sponsoring Partners for the Speaking Consulting Network and a member of the National Speakers Association and Academy of Dental Management Consultants and recognized as a leader in consulting by Dentistry Today. She is author of three books; “TA-DAH, Delivering W.O.W. Service, and “Rise & Shine!”, and a contributing author for many dental magazines. She also publishes a monthly newsletter entitled “Show Your Shine”. Judy Kay lives in MN with her husband Steve and Zoe, her 7-pound Yorkie.
