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The Delivering WOW Dental Podcast

This Podcast is for you, the Dentist, Entrepreneur, or Small Business Owner. Voted one of the "Top 25 Women in Dentistry" by Dental Products Report, Dr. Anissa Holmes has effectively mastered the skill of the use of Social Media, with a Facebook following of over 48,000 fans. Dr. Holmes has discovered that the most effective way to get massive results is to first have a vision and to focus on what matters most. Dr. Holmes teaches you actionable steps to develop your dental practice's culture, systems, and brand. Dr. Holmes is going to reveal what works in Social Media, how to build an amazing dental team, and well as strategies to increase your productivity and profitability. Dr. Holmes has figured out what works to create a dental practice full of "Raving Fans". Dr. Holmes interviews Dental Experts and Non-Dental Entrepreneurs such as Mike Michalowicz, John Lee Dumas and Dr. Mark Costes to bring you BIG, powerful strategies to help you scale up your business so that you can achieve more while working less.
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Now displaying: Page 1
Feb 20, 2019

What's up guys? It is Anissa, super excited to be here talking to you today about, are you leveling up your team leaders? So, I actually just looked at my What's Up messages and I received a message from Tammy, who is my Office Manager, and the message actually says ... Now granted it is 2:00 in the afternoon on a Friday as I'm recording this. The message says, "Hey Doc, just letting you know we had no water today. The Water Commission was working in the area and so, all of the water was turned off. Our backup tanks did not kick in, they were not working. And so, I contacted the plumber, he came in, he fixed our tanks. Everything is working, we're all good to go. We rescheduled the patients, everything is fine. Again, just letting you know. Let me know if you need anything, have a great weekend."

Now, I am so excited because number one, there are processes in place for what happens if there is no water, right? So, she knew to contact the plumber. She knew where to get his number. She knew if there was an issue, who to call. What was also interesting is that, she just took control, right? They took control over letting the patients know, rescheduling the patients. And it all ended well, despite perhaps, having to inconvenience a few patients with rescheduling them. But, I think the biggest lesson of what happened today is number one, it's a Friday. This morning, I actually was on a few Zoom video calls with our team getting ready for Summit. I ran a few errands. Again, typically on Friday's I'm not in the practice, and there was what could have been a big issue. Or maybe it was. And it was solved. It was solved by my team. It was solved by my Office Manager.

And so, my question to you is number one, do you have a strong team leader? Do you have someone who can run the business for you, whether you're there or not? Somebody that has the tools and processes and knows what to do. A lot of times we have Office Managers, but we do not actually, take time to build out processes in case things happen, right? And then the other thing too, is that a lot of times I can tell you the leader I would have been in the past, my Office Manager might not have had the ... Might not have had the ability to say, "You know what? I'm going to take this on." They might have felt like they would have had to have called me from the very beginning of the day, tell me their problem and ask me what I want them to do. Ask me what I want them to do about patients, right? And I would have been perhaps that leader that would have said ... Or that Doctor that would have said, "Okay, let me come in and try and tell you what to do" or "Let me come in and see what I can do to find a plumber", right?

But again, the team took control. And so, as you're building out your practice. As you look at becoming that true leader and scaling for growth, it's not possible for you to try to micromanage your team. And certainly, as you look at growing your business, it's going to be increasingly hard for you to be the Office Manager, right? And I say that and you may be like, "What?" But ... Well, let's just be real. So may of us who are dentists, if it's a small practice, we don't have Office Managers. I hear that from our members of our programs they're like, "Well I don't really have an Office Manager. I'm the one that actually oversees the team. And I'm the one that actually oversees making sure the payroll is getting done. And I'm the one that oversees ..." And I think that's really, really great when you're small and you're just getting started so that you can learn exactly what needs to happen, right? But as you are looking at leveling up your leadership. As you're looking at growing your business, what you realize is that you cannot do everything.

And, I also hear a lot of Doctors who typically ... I mean dentists, we tend to be those type As, and we feel like no one can do things better than us. But what we discover is that if you have other people doing things, even if they're doing it at 65, 70, 80% and you have multiple people that are doing other things for you. What happens is that, more tasks are able to get done. More marketing is able to get done, more processes are able to be built. More team training is able to be done if for example, you're not having to do all the trainings now for your teams, you know? So as you start looking at leveling up, I want you to start looking at changing your mindset and shifting to think a little bit bigger. I mean, if you look at any company, any major company you're not going to have the owner ... For example, let's just say Target. The owner of Target is not going to be the one doing the ordering, and doing the marketing and doing everything, right?

And they're not going to be the one micromanaging every department and micromanaging what the COO or the Operations person is doing, right? And so, that's essentially what your Office Manager is. For me I say, "Tammy runs my business", right? I own it and she runs it. That's her job, right? Her job to make sure that the marketing's in place. Her job to make sure that our team members are onboarded when we have new team members. Making sure that all of our systems are in place. Making sure that whoever is supposed to be scheduling a certain number of appointments every week, making sure that they're being held accountable for that. That's Tammy's role, right? And my role is again, to go in and to be able to form connections with patients and to be able to form those connections and continue to be the creative thinker of how we're going to continue to impact our patient's lives. And give them great, amazing experiences, right?

So again, this is a quick one today. But I just wanted to pop on because I thought it was really, really neat that Tammy sent me that message. And that she had actually taken care of everything. And I'm confident that she did the right job. And again, just encouraging you to keep moving forward in your practices. We're all getting there and we're all again, continuing to look at how can we make ourselves better to be able to impact our teams and our practices.

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