Pacific Coast Society of Orthodontists Bulletin Winter 2017 - 60

Presentation Summary

Praise and Coach with Purpose

 Nominate your COO annually. In this case, the
COO is the team member who Cheers Others
On! Recommended reading on this topic:
Gung Ho!: Turn On the People in Any Organization, by Ken Blanchard and Sheldon Bowles.
 Take 10 regularly: There's no need for a formal
meeting in order to engage with a team
member. Take 10 minutes, once a month, with
each one of your employees to connect and
check in. Making yourself available to your
team leads to respect.
 Use a training tracker for new team members
or those in cross-training.
 Empower the entire team to train, coach, and
praise.
 On-the-spot recognition goes the extra mile
for smiles: You need to show your appreciation
in a timely manner because it will not have
the same effect if you show it later.
Management vs. Leadership

 "What you can measure, you can manage."
It's incredibly easy to focus on statistics,
results, and day-to-day operations.

 "Leaders inspire performance vs. expect performance." Lead by example, look at the big
picture, and lead with positivity.
Use a Three-Step Coaching Approach
1. First, teach through protocols and hands-on
experience.
2. Second, repeat when necessary to allow for
absorption.
3. Third, confirm for accuracy.
Practice - Big Picture
What is your practice's culture? Define it as a
team, and ensure that you are carrying out this
message through patient experiences.
Evaluate your conversations with patients and
ensure instructions are aligned from one team
member to the next, especially in the areas of
oral hygiene, financials, starting treatment, and
finishing treatment.

Administrative Staff

If you know what you are trying to do, are you
being successful?

 Surveys are essential: gather feedback from
patients, parents, and staff regularly.
Think big, be big. Employee titles should convey
the team member's impact within the practice.
For example, an Office Manager may be made a
Business Success Strategist. A Financial Coordinator may be your new Smile Investment Specialist.
What to track, and why?
 Net production per location
 Lost production
 Number of exams performed
 Exam to start conversion percentage
 Number of case starts
 Net collection per location
 Observation pending revenue
 Patients over ETT
 Number of OBS seen per month
 Referral source tracking
 Phase 2 pending revenue
 Marketing ROI
 Removals
 Patient flow / GPS
 No-show statistics
 Survey results
Who owns production on your team?
 Doctors? Treatment coordinators? Administrative team? Clinic team? Marketing assistants?
 Everyone owns production on your team!
Rewards and Recognition
When goals are attained, celebrate success and
re-evaluate failures. Determine rewards in
advance. An annual trip to the PCSO may be a
motivator; however, a satisfying work experience
and team camaraderie may be your greatest
reward.
The only bad idea is a good idea not implemented! Within 72 hours of learning sessions,
select three ideas to implement and determine
your action items to make them happen. 

PCSO Bulletin  Winter 2017

Table of Contents for the Digital Edition of Pacific Coast Society of Orthodontists Bulletin Winter 2017