May 6, 2011

Zappos is the Real Deal

Filed under: General — admin @ 2:10 am

From the moment I arrived, every person within my view made it a point to say hello, give a cheer, do a dance or bang a tambourine. Every person! The facility is unlike any workplace I’ve ever seen – you just have to see it to believe all the wacky decorations that fall from the ceiling or rise from under desks. People are engaged and having fun – and – they are providing incredible service with a smile, and lots of laughter.

The management consultant in me couldn’t help but look for signs indicating results and boy was I impressed. Zappos may be all about fun and great service, but they are tracking the results too. There is a white board in the middle of the call center with all the key indicator metrics posted. Everyone is aware of the targets and performance results. Oh, and the tour started and ended precisely right on time. Great experience that I would highly recommend the next time you’re in Las Vegas.

Now, I’m looking forward to seeing Tony Hsiesh. He will be speaking at the annual SHRM conference in Las Vegas in June. It’s been a Zappos kind of spring….

GinnyHegarty.com Dental Practice Development Inc.

May 4, 2011

Flying Colors!

Filed under: General — admin @ 1:52 pm

I heard back from Marissa at Zappos that they are having their company “All Hands Meeting” when I will be in Vegas in June, so they could not confirm my requested date. Marissa did offer a couple of times the day before and after my original date. I wrote back asking if there was a possibility that I could get lucky and visit when I’m in town in 2 days… much to my surprise I’m in. She even offered to pick me up and return me to my hotel. Should be fun.

GinnyHegarty.com Dental Practice Development Inc.

May 3, 2011

Scheduled My Zappos Tour!

Filed under: General — admin @ 10:37 pm

I’m very excited about touring Zappos when I’m in Las Vegas in June. I’ve heard and read so much about the fabulous service culture in this company, it should be amazing to witness in person.

Here are some “tweets to live by” from Delivering Happiness

“Life isn’t about finding yourself. Life is about creating yourself.” George Bernard Shaw

“It is amazing what you can accomplish if you do not care who gets the credit.” -H.S. Truman

“We either make ourselves miserable or we make ourselves strong. The amount of work is the same.” -Carlos Castaneda

“What lies behind us and what lies before us are tiny matters compared to what lies within us.” -Ralph Waldo Emerson

GinnyHegarty.com Dental Practice Development Inc.

April 14, 2011

“Stay Interview” Questions

Filed under: General — admin @ 11:09 am

Interesting concept Bob Kelleher has here. Talk with your best team members and ask the following questions:

1. How can the practice help you be more successful in your job?
2. Are we allowing you to reach your maximum potential?
3. What would make you leave us for another job?
4. If there are three things we can change around here that would help you and others realize your potential, what would they be?

You’ll never know if you don’t ask! Could be a very enlightening and fun conversation.

GinnyHegarty.com Dental Practice Development Inc.

March 4, 2011

Prune: the verb, not the noun

Filed under: General — admin @ 6:23 pm

A thought-provoking excerpt from one of my favorite books 212 the extra degree by s.l. parker

When did you last evaluate the tasks you do every day against what’s most important to you?
When did you last evaluate them against who’s most important to you?

You have goals.

You have time.

You have energy.

Where should it be invested?

GinnyHegarty.com Dental Practice Development Inc.

March 3, 2011

10 More Minutes

Filed under: General — admin @ 7:27 pm

Are you one to hit the snooze button in the morning to capture just 10 more minutes of sleep? In 212 the extra degree, author s.l. parker challenges snooze addicts to set their alarms for 10 minutes earlier than usual. You still have the satisfaction of having hit the snooze and then the pillow .. but when you get up, you’ll have added 10 minutes to your day. Clever way to have your snooze and more time in your day.

February 19, 2011

Retaliation Charges On The Rise

Filed under: General — admin @ 6:57 am

Federal officials have announced that retaliation charges became the most common charge filed with the U.S. Equal Employment Opportunity Commission in fiscal 2010. Prudent employers will partner with an HR professional to properly prepare and document employee records. Check the testimonial page on my website www.ginnyhegarty.com to see what your colleagues are saying about these issues.

January 6, 2011

Is ‘It’ All in Her Head?

Filed under: General,Practice Leadership — admin @ 8:31 am

Just read a very provocative article by Jane Collins in the January issue of T+D (Training & Development) magazine, about knowledge transfer in the workplace. Dentists and Office Managers, how many times have you asked someone “How do you know that?” only to have them point to their head and say “It’s All Up Here?”

If you do not have your key systems fully documented, you don’t have key systems, you have key employees. When those key employees are out sick, on vacation, retired or if they opt out of your practice, you will be in a tough spot. If this is resonating with you, don’t wait another minute to start the conversation and the planning for how you will identify which key systems are not fully documented. I believe this is mission-critical and would strongly recommend that you set a schedule and a timeline along with identifying the teams who will be handling each key area of the practice. Remember, these documents should be active and kept up-to-date. This is not a once and done project.

December 13, 2010

Truer Words Were Never Spoken!

Filed under: Practice Leadership — admin @ 10:13 am

“The single biggest problem in communication is the illusion that it has taken place.”
- George Bernard Shaw

I highly recommend that before you begin an important conversation with a colleague, take a few minutes to write down your comments and/or your questions. I’m willing to bet that as you begin to write you will change a few words, rethink a position or have a great new idea to add to your original thoughts. You’ll most likely choose your words more carefully too. You will also be much more in tune during the actual conversation since you are very well prepared. The end result will be a much improved interaction and a simpler path to the results you’re trying to achieve. Try it for yourself. It’s a solid candidate for a new best practice.

November 16, 2010

Critical Distinction

Filed under: Practice Leadership — admin @ 11:29 am

“Leaders don’t create followers, they create more leaders.” – Tom Peters

November 14, 2010

A New Perspective

Filed under: General — admin @ 7:22 am

“Once you embrace
unpleasant news, not as a negative but
as evidence of a need for change,
you aren’t defeated by it.
You’re learning from it.” -Bill Gates

October 23, 2010

“To Have a Positive Influence”

Filed under: General — admin @ 7:22 pm

If you review this blog history, you’ll see I am a serious fan of Chic-fil-A and their commitment to making a difference. I came across some advice from Truett Cathy, the founder and chairman of the company that I wanted to share:

-Don’t be too concerned that your children don’t listen to you. But be very concerned that they see everything you do.

-Every child I know who overcame long odds and grew into a responsible adult can point to an adult who stepped into his or her life as a friend, mentor and guide.

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