Earn Patient Loyalty -Ginny Hegarty, SPHR

October 3, 2014

ADA Newsletter Hegarty Fall 2014

ADA Newsletter Hegarty Fall 2014

“We make money the old fashioned way… we earn it!” Oscar Winner, John Houseman’s bounding voice created this memorable catchphrase for an EF Hutton Investment Firm commercial over 30 years ago.The message struck a chord then… and still does. While we can absolutely shorten the learning curve to success, there are no shortcuts to the basic principles of success…not even in the digital world we now live in.

A study of the online reviews of multiple dental practices in a major metropolitan area revealed that for all the changes we’ve seen in how a business presents itself to the world, the bottom line of what makes a lasting positive impression remains the same. Read the full text of my article Score a Great Online Review and Earn Patient Loyalty (more…)

Ethical Sales and Communication in Dentistry

May 5, 2014

Ethical Sales and Communication with our patients is one of the core values of the best dental practices I work with. Clear communication remains the most challenge aspect of both personal and business relationship growth. Dental Practice Report published our article The Importance of Creating and Building Relationships with the Dental Patient. Dr. Erin Elliott and I discuss the relationship rules that apply to our personal and professional communication:

  • People choose other people they like and trust
  • The best way to know what someone wants is to ask
  • Don’t make assumptions or you may believe them to be true
  • If you don’t like the answers you’re getting, ask better questions
  • There’s never a second chance to make a great first impression
  • If someone does not weigh in on a decision, they cannot truly buy into it

Here’s the link: Read my full article on the importance of creating & building a relationship with the dental patient published on Dental Products Report 

Women Rule! And Why That’s Good News for Dentistry

February 24, 2014

Women Rule!As I visit dental practices I believe we’ve all been reaping the benefits of a kinder, smarter, more collaborative female perspective. It would seem women have realized the power and influence we have to create a healthier workplace and we are stepping up to the opportunities at hand. Read the full text of this article from the Spring 2014 Excellence in Dentistry Magazine Breakthrough Communication Success is both my passion and the title of my presentation at the 2014 Excellence in Dentistry Annual Spring Break Seminar Opening Day, Thursday April 10, 2014 in Destin, Florida . Please join me as it’s now up to us as leaders to embrace this new perspective and recognize the opportunities at hand. Forget follow the leader,  let’s “Be the Jones” and lead our teams on purpose.

Employee Drama is Expensive

August 29, 2013

Employee drama, left unchecked is like a dust storm stirring up trouble as it blows through the office. Stick to the facts at hand to avoid being blinded and losing your way. Miscommunication and gossip create the whirlwind of drama.  Drama is expensive in terms of time, talent and bottom-line success. Stick to the facts and clear the air.

Here’s an example a team member submitted to Dentistry IQ along with Ginny Hegarty’s answer as published in an August 2013 Thursday Troubleshooter.

QOur office manager has been in our practice for 30 years and she has a very overpowering personality. She can be quite abrasive and acts very disrespectful at times. She comes and goes as she pleases and has even gotten to the point of having us do a lot of her work. I know she is valuable to the practice, but some of team members are leaving because of her actions. I really like my job and the dentist, and I would like to know the best way to handle this. Our entire team feels the same way as I do.

A: From Ginny Hegarty SPHR, President, Dental Practice Development, Inc., and current president of the Academy of Dental Management Consultants:

It’s very brave of you to want to step up and take this on, and I commend you for your courage. I think my response will give you the very best opportunity to create a positive outcome for everyone. I offer it with all due respect as I’ve been where you are.

There’s a lot going on in your question. Let’s start here. One thing that jumps out at me is that you’re making some judgments that I suggest you revisit. I say this because of your statement, “Our entire team feels the same way I do.” This tells me that rather than each of you talking directly with your office manager, you are all talking “about” your office manager. This is counterproductive and won’t help any of you.

I realize that it’s very difficult to approach someone that you see as “abrasive and disrespectful,” but have you given any thought to how the office manager may feel she is perceived or treated? Is it possible the office manager could be responding in kind to the negativity and tension in the relationship?

Here’s something I have confirmed over and over again with teams I work with. When asked, “If you were personally doing something that was holding the team back, would you want, a) a coworker to tell you directly b) coworkers to talk amongst themselves about the issue or c) coworkers go to the dentist/owner with the issue,” I consistently hear that team members overwhelmingly prefer that someone come to them directly. This kind of leadership and accountability involves constructive confrontation of the issues rather than involving others in your issues.

Once we involve others, we discuss our opinions and we start judging. By definition, judging is forming an opinion of somebody or something. If this is done before speaking directly with the person, these opinions are made without all the relevant facts.

These opinions then become the story we tell ourselves about what is going on, rather than what is actually happening. The story takes on a life of its own, drama ensues, and many well-intentioned people get hurt. This can be overwhelming for everyone on the team, including the office manager.

As time goes on, there can be so many layers and twists to the plot and so many hurt feelings, that people forget where the line between fact and fiction is. In my experience, everyone soon has a well rehearsed part to play and the practice moves further away from the truth into a soap opera of its own creation. It’s time to stop this insanity.

I have two recommendations for you:
First, I’d ask you to take a deep breath and revisit your story. Take your question apart line by line and remove your opinions so that you have only the facts at hand.

I think you’ll be left with:
*  The office manager has been there 30 years
*  You like your job and your dentist
*  There is a situation that needs to be handled
*  You want to help

Second, I would consider “how can you help?” You might consider one last behind the scenes meeting with your coworkers to discuss taking personal accountability to focus on solutions rather than blame.

Then, begin by addressing your own responsibilities or concerns with your office manager.  Start with one pressing issue, not a list of past issues. Your goal is to change the dynamic and make it more positive and productive. This is a process. When others come to you to discuss their issues, do not get involved; encourage them to also take their concerns directly to the office manager.

I’m not blaming you or your coworkers, your office manager, or your doctor. You’ll notice that I haven’t addressed the issue of blame at all. I don’t know enough to even begin to, and it would be counterproductive. It’s far more effective to discuss shared purpose and positive change with a forward focus. You all deserve better. Hopefully this is a good first step for all of you.

You might also want to address the bigger team issue, and realize that when this type of drama thrives, profitability generally suffers. What’s the best way to support the entire team to start over with new intention? What are your shared goals? How can you bring everyone together to work toward solutions and avoid blame? Often, this is best done in a practice retreat with an outside, objective facilitator guiding the group. Please feel free to contact me atginny@ginnyhegarty.com.

http://www.dentistryiq.com/articles/2013/08/thursday-troubleshooter2.html

Wild Smiles Breakthrough Communication Success

August 19, 2013

If you’re in the Fayetteville, Arkansas area this Friday, August 23, 2013 please join me for Wild Smiles 2013

 I’ll be presenting Breakthrough Communication Success and will be joined on the program by Garrett Gunderson, Dr. Marie T. Fluent, Teresa Duncan and Rita Zamora
http://courses.arbraces.com/practice/register

 

DentistryIQ: “I Don’t Get Paid When Patients Don’t Show Up”

May 30, 2013

A hygienist wrote in to Dentistry IQ’s Thursday Troubleshooter with this concern:  “I was wondering if anyone else is having to clock back in and out if a patient fails to come and yes, I am a hourly employee. I would appreciate any info.” 

Is this a viable option or a classic “lose/lose” solution? 

 

 http://bit.ly/140UsHL

Rewrite the Rules

December 20, 2012

It’s easy to tap into your inner child during the holiday season.  Once the visions of sugarplums have finished their dance, bring that ‘3-year old you’ into your business and let that child loose to ask “why?, why?, why? as 3-year olds do.

Pepper yourself and your team with questions about why you do things the way you do them. Step back, take a minute, think it through…

  • is there a better way?
  • a smarter way?
  • an easier way?
  • a less expensive way?
  • Is this guideline helping us or holding us back?
  • Is the reason for this policy even valid anymore?
  • Does this guideline fall short given all the new technology in place?
  • Does this policy apply with this new team we have?
  • Are we stuck in the past and missing opportunities?
  • Is our communication clear enough that our expectations will be met?
  • Does my team know what I need from them?
  • Does my team know how to evaluate their effectiveness?
  • Does my team have the resources, training and support they need and deserve?
  • Am I aware of all of the new federal and state guidelines that I must be following?

The quality of your answers will be a direct result of the quality of your questions. Shake things up and start 2013 off with a brand new energy! Challenge your team to come up with great questions and plan a brainstorming party. Yes, your strategic planning meeting should feel like a party as you create an energy that  excites and inspires you to build a blueprint for success in the New Year.

Objectivity can be elusive… Want help? … that’s what we do. Click here for information on our team workshops and consulting services:  http://bit.ly/UgEjtW

“Rewrite the Rules – Don’t Just Create More Exceptions To Them” – Jeffrey Hollender  Cofounder, Seventh Generation

 

Stepping Outside of the Box

December 5, 2012

In today’s competitive business climate, it makes great sense to step outside of the small sandbox that is your dental world and learn how to lead your team in Stepping Outside of the Box with inspiration from Corporate America.

Great idea from the Westin

I love businesses that think outside the box to engage clients and exceed expectations.  The good news is that it’s really not that hard to set yourself apart. Take a look at the photo with this blog post from the Westin hotel. How great would it be to have workout shoes and clothes waiting for you at your hotel when you travel? No more squeezing your Nikes into your suitcase or worse, not being able to keep up with your exercise goals because you just can’t fit those Nikes into your carry on luggage.

If you like this idea, you’ll love my “Stepping Outside the Box” presentation on innovative ideas from Corporate America that can set your practice apart. Learn more at ginnyhegarty.com/speaking.html

 

Connect & Inspire Patients To Be Your Raving Fans!

March 12, 2012

Ginny Hegarty at Smile Reminder / Solution Reach Headquarters

Create Raving Fans!

I’ve just spent a couple of days at the Smile Reminder corporate office in Utah taking a deep dive into the power of the Smile Reminder program. The team and culture at Smile Reminder, lead by Jim Higgins is an amazing inspiration and example of the power of passion and purpose at work, so it’s no surprise that the Smile Reminder software is game-changer for the dental practice. The SR program is so powerfully elegant and the support is so deep that, as a dental consultant, I simply can’t imagine practicing without it.  From message delivery services to sophisticated email marketing campaigns, patient reactivation and proactive social media strategies, SR has raised the bar setting a new standard of excellence in patient communication.I was most impressed by the customer success representatives (CSR) and their commitment to their clients. We all know that nothing happens until the team engages with your resources and ultimately your patients. Your practice CSR at Smile Reminder proactively reaches out to your team to roll up their sleeves and create your practice video, email and newsletter messages inspiring your patients to be Raving Fans!