3 Steps to Overcoming a Setback

Last week I tweaked my knee during a game in my adult co-ed rec soccer league. Like David Beckham, I was hoping to use this season as a launching pad to South Africa this summer, but unfortunately I too will be left off the roster. The past few weeks I have been so excited about Winter breaking and getting back to running full time. I’ve been loving soccer, building my mileage back up, and have been eyeing a few races. Now, I have to sit, be patient, and try to wait for my knee to feel better. Once I finally get going again, I might be slow getting back up to speed. I’m frustrated.

Overcoming setbacks is difficult. Just a few days after surgery to repair a torn achilles tendon, David Beckham says he is feeling positive and now concentrating on getting back to full fitness over the coming months. A positive attitude is a good start on the road to recovery.

In any business there will be setbacks. In your practice, maybe you lost your best assistant, or even your office manager. Maybe you had an injury or a personal situation that forced you to halt your progress and take a step back. Maybe the economy hit you harder than most. As I mentioned, I’m struggling and frustrated with my setback, but here’s how I’m going to rehab.

1. Stay Positive. This might be the hardest part, especially as you see your colleagues progressing or coming out of the recession a little faster than you. If you are facing recovery in your practice, the first step is to be positive. Your attitude (positive or negative) will be passed on to your staff and to your patients. Keep a good outlook and smile your way through it.

2. Go Slow. This is the frustrating part. You want to go fast, you know you can go fast, but you are limited by your surroundings or situation. It takes time to train a new team member or to implement a new strategy. Don’t worry about what others are doing. Focus on making your practice stronger each day.

3. Learn Something. I learned that my legs aren’t strong enough. Yes, I can run in a straight line at a pretty good pace, but my legs aren’t prepared for the forces that soccer can put on them. I will be adding new strength exercises to prevent a repeat injury. You might need to study up on interviewing and recruiting, take a practice development course, or simply change your schedule. Even if your setback couldn’t be prevented, you can still learn something to better prepare yourself for the future. Use this opportunity to educate yourself and improve your practice.

Anything to add? I’d love to hear from you.

Don’t Follow the Leader

This is something I’m working on for Toastmasters. Your opinions and ideas are always welcome.

Often we think about leaders as those who can motivate, inspire, sacrifice, and serve. These are great qualities that we all hope to find in ourselves. The truth is, some of us have it and some don’t. I’m here to tell you it’s OK if you are not the leader.

If we were all ‘The Leader’, there would be no advancement of ideas. We would be running in opposite directions with different goals, ideas, and strategies. There is something to be said for the role player, the face in the crowd who contributes to the greater good. Look at any sports team and it’s made up mostly of these people. A Super Bowl winning quarterback is nothing without the men who clear a path and protect the blind side. A basketball dynasty doesn’t exist without the sixth man off the bench that gives the star a rest and makes a clutch shot. Your office is at a standstill if the receptionist can’t convert a new call to a new patient.

In sales and life you can’t be everything to everyone, and if you try, you’re destined to fail. Similarly, I’m not sure you can be the leader in every situation. Sometimes, a great leader recognizes there is a better person for the job, and her ability and willingness to play a supporting role will be crucial to the overall success.

If you are not the leader, that doesn’t mean you become a follower. The misconception with leadership is that if you aren’t it, you are of lesser importance. It’s quite the opposite in fact. In Leadership Without Followers, Kearsley & Lynch say “Real leaders discourage followers, instead encouraging use of their visions as a foundation for other, better insights.”

Consider the world we live in today. Information on any topic is available at the click of a mouse. Millions of people are spreading ideas and knowledge at a ridiculous pace. Social media is changing the way we interact, communicate, and share this information. Kearsley & Lynch go on to say, “True solutions to problems are always based on ideas from multiple perspectives; no individual, however capable, can incorporate the full range of knowledge and experience…”

The reality is, a leader is an individual. The concept of leadership requires groupthink and collaboration. We can’t all be the leader and that’s OK.

Small Town Internet

Today I had a conversation with a doctor about Google, Facebook, and Social Media. I asked if he was considering any of these tools for marketing his practice. His answer to me was, “Who am I marketing to? I know everyone in this town, and everyone in this town knows I’m here.” I asked if new patient flow was an issue for him. He said patient retention is much more important to his practice.

I thought it was a great answer, and it made a lot of sense, but I’m not sure this eliminates the need for him to market his practice. Often, when we talk or read about marketing, we are looking to reach new clients. What about the ones we already have? Shouldn’t we be reaching out to them as well? I think this is where social media separates itself from traditional marketing. In a small community like this, participating in the trust economy and staying connected is so important. It’s not enough to just have your name on the building. Sooner or later, it blends into the scenery until there is a new name on a new building.

This doctor was probably right; he doesn’t have to spend time and money to market and look for new patients, but he does have to find ways to stay connected to the ones he has.

Check out my Facebook page for an article by Sally McKenzie, C.M.C. on Patient Retention Programs.

New Year’s Distraction

Can a New Year’s Resolution distract you from your current goals? I think I may be having this problem. I’ve been kind of down on myself for not having a solid “resolution” this year. In the past few weeks, I’ve been trying to think of what I’m going to resolve to improve in 2010, but I haven’t really come up with anything significant. In the meantime I’ve been sitting idle after great progress in 2009. I really started working on myself at the end of 2008 and it’s a work in progress. I have goals and a few things I’d like to accomplish this year, but they are things I’ve already started, or things I may not even get to. I’d like to think of myself as always changing and always trying to improve, but sometimes change is slow and plodding. I love new beginnings, but this year, January doesn’t work for me.

How will I measure success in 2010?
In business I’ll ask, did I have fun, did I help my customers, did I grow? At home, did I give everything I had, am I getting everything I need? At play, did I do my best, did I push my limits?

Don’t feel bad if you don’t have a resolution or if you already cheated. Tomorrow is a new day and a new opportunity.

Empower Your People

I had an emergency situation yesterday, and I needed help. Twice I asked for help from two large, publicly traded companies, and twice I was let down. On both occasions I was told by the customer service department that they were not authorized to do what I needed unless I was in the store. I begged and waived my right to complain about anything, but still I was left helpless. Both representatives had the ability to help, but they did not have permission. I was told that the ‘Manager’ was not in, and they couldn’t approve my request.

You hired smart, competent people. Let them perform. Customer service is about creating positive experiences even in the worst of times. It sounds difficult, but it’s not. Simply empower your team to make decisions and to have an impact. Give them the ability to do what is right for the customer. Customers will need help. Sometimes, more help than you were anticipating. These are the times where you have to shine. Giving your team the power to act now also improves your ability to serve the customer in the future. You are building confidence and a support structure for the next difficult situation; you’re making contacts and finding shortcuts. These are the times when a customer service representative can have fun and be creative. This is where you build your culture.

If you serve customers and you have someone you answer to, keep this in mind: “It’s easier to ask forgiveness than it is to get permission.” – Grace Hopper

When did you shine?

Is Everything OK?

I was out to dinner last night with my in-laws at my favorite restaurant. My wife’s parents are gluten free and have several other dietary needs that make going out to eat difficult at times. I knew this restaurant would be very accommodating and they were with a gluten-free menu and the promise to cook the meal however was necessary. The food is always great and last night was no exception, but the overall experience left something to be desired.

If we look at this from a buying process point-of-view it went something like this:

1. Customer had a need (hunger) and some stipulations (gluten, salt, and dairy free)
2. Sales person had a solution and promises of a great experience.
3. Customer buys the solution.

What happens next is were great products and brands take the hit. All too often, the solutions and promises don’t match the real life experience. Last night it went like this:

4. Someone other than the waiter delivered the meal, and the plates were put in front of the wrong people. One meal also came out wrong.
5. Waiter returned after a few minutes with the correct dinner, but didn’t acknowledge or apologize for the mistake.
6. Waiter never returned to ask if everything was OK.
7. Waiter did return to sell more wine.
8. Desert order was taken by someone else.
9. Desert came out wrong.
10. Waiter wasn’t even aware of the mistake and delivered the check with a smile and a cheesy joke.

My wife and I always rave about the food at this restaurant, but it would be difficult to recommend them again without mentioning the poor service we received last time. None of the issues were major, but they all left a mark on the brand. Last week I talked about ‘gottas’. You gotta get the service and support right in any business. Your customers have too many choices, and if you get it wrong, someone else will get it right.

How does this apply to your business?
Most of the competing products that you will consider for your office will have similar features and benefits. With the type of technology and equipment that is needed to successfully run a dental practice, one of the most important pieces to any purchase is knowing how you will be supported after the sale. What does the training look like? Warranty? Support, and service? Partnering with someone who can provide the highest level of support after the sale can sometimes be more important than the features and benefits that were promised.

How do you handle follow-up in your business?

I Still Believe in Santa

Why wouldn’t you? Why shut yourself off to the possibility of something great?

Sometime during elementary school, some know-it-all kid will tell everyone on the playground that Santa isn’t real. Your child will come home telling you all about it, and as parents, we will be heartbroken when this day comes. We know the dream is over. As we get older, we tend to let dreams and “impossible” ideas slip away. It is easier to say what can’t be than it is to believe in what can. With the new year approaching, it’s time to start thinking about resolutions and goals. You can find a hundred blog posts about making goals and how to stick to them, here are a few to get you started (here, here, and here)

I think we struggle with goals and resolutions because most of the top choices involve working on the parts of ourselves that we are unhappy with. We focus on all of our bad habits, and it becomes a chore. It’s not fun, it’s hard work, and research shows only 1 in 5 of us are successful. This year, instead of focusing on something I don’t like about myself, I’m going to focus on the good and get even better.

In 2009 I wanted to have more fun at work. I invested in professional coaching and had a great year. I’ve learned a lot about my business, my customers, and about working in a way that makes me happy. I still have areas I’d like to improve in, so here is an example of how my 2010 resolution will change with my new approach.

Old Resolution: I want to do a better job of coaching and building my team.

New Plan: I want to continue the growth I’ve made with my own coaching, and extend it to focus on my team.

Even as I add focus to the old resolution in specific areas like communication, education, and marketing, it will still be difficult to make long lasting change because there is no growth or connection. There are only techniques and strategies to improve in an area where we think we need to “do better”. The New Resolution has feeling, and it’s rooted in the positives of 2009. My chances of success are improved for two reasons. First, the train is already in motion. I’ve been on board for over a year and I’m not getting off. Take the best part of 2009, and build on it. Second, I have help. I’m OK admitting I need help to get where I want. The best athletes in the word have coaches to help them get in shape and stay sharp. For me, coaching, luck, and timing all came together for a great year. What were your positives in 2009, and how will you build on them?

I can’t wait for 2010. I love new beginnings. Happy Holidays, and good luck in the New Year!

If It Ain’t Broke, Don’t Fix It

I am often faced with questions about saving, repairing, and replacing dental equipment that is outdated or has seen a better day.

Last week, Seth Godin talked about an event vs. a process as it refers to social media. I think this can also be applied to the way a dental practice buys its equipment.

When a purchase is focused around an event like the perfect promotion, a great price, or something breaking, it is often an unpleasant experience. Financially it doesn’t fit with the goals of the practice, and philosophically, it may not be the right time to bring a new piece of equipment in.

The process buyer is always planning for upgrades. They are thinking about how they will integrate the new equipment. They are thinking about how will it affect their patients, their team, and their practice. There is a plan, and a budget for turning over old equipment. You know that maintaining a healthy mouth is an ongoing process that requires constant attention and regular checkups. Some major treatment may be necessary, but it can be planned for over a period of time. Maintaining a healthy practice is no different. Work with your business partners to put together a treatment plan, formulate a budget, and build for success over the long haul.

How did you decide to make your last major purchase? Was it an event or a process?

I Don’t Know

What do you do when you don’t know the answer? Through our formative years, we are taught that we need to be able to recall answers and information on command. During our school years, we are conditioned to think it’s very important to have the answer immediately. Standardized tests and exams are timed, pressure packed events. In the real world, isn’t it OK to not always have the answer? Sometimes the answer that gets blurted out may not be correct. I find that if a doctor asks a question about a particular item and I don’t know the answer, it’s usually because it’s the first time I’m hearing it. Instead of rushing to get the “right” answer, I’d rather ask why. Why is that piece of information important? Why haven’t I been asked that before? What happens if the answer given isn’t what you hoped or expected?

Often times, the questions we are asked as professionals are not cut and dry. Maybe taking some time to consider the question will give us the opportunity to be more creative with our answer or solution. Maybe we don’t have a good answer, and that should be OK too. You can’t be everything to everyone, and sometimes our need for approval leads us to spit out an answer or solution that might not be completely thought out.

Have you ever turned an everyday question into a creative solution?

My Social Network Isn’t Very Social

Here is a look at what is coming to a computer near you. There has been tons of talk and hype about Facebook, Twitter, LinkedIn and the countless other social networking sites. Programs like Google Docs, Basecamp, and Microsoft Office Live are betting that online collaboration applications are the future of personal and business computing.

In the past few weeks I’ve been talking to clients about social media, and I’m not seeing the excitement. I’m seeing a reluctance or hesitation to get involved. Here is my take on why: Besides not knowing where to start, there is still the memory of the last big internet idea. During the tech boom, you were told you needed a website, so you went out and got one. You filled it up with all kinds of information, and it probably wasn’t cheap. For some of you, it was worth it, but for most, it probably wasn’t. Websites are great for information, but people don’t buy based on information, so there is still work to do when potential clients actually find you (assuming they can). Social Networking is about the conversation. It’s about connecting via referral, and it’s about emotion. People do buy on referral and emotion. We like doing business with people we know and like. Someone who finds you on Facebook gets a chance to see your culture before they dial your number. Now, if they call, they have a different feeling about your practice.

One problem is the perception that Facebook is still just a teenage phenomenon, that Twitter is only for celebrities, and LinkedIn is only for your resume. Set-Up and maintenance do take a little work, but the stats are staggering. This stuff works, and it’s here to stay.

I’ve incorporated Basecamp, LinkedIn & Facebook into my business so that I can work more efficiently, connect with like-minded people, and offer a different type of service to my customer. These tools are mostly free, very powerful, and fun to use, but they could be so much better if more of our colleagues were online. Spread the word and join the conversation.

Some questions:
How could Social Media help or hurt your business?
How do you get the people you need to collaborate with onboard with new ideas?