Maximize The Value of Your Dental Practice Today! | Schedule Consultation

Episode 201 – Requested Replay: Setting Expectations for Your Team

“I struggled with setting expectations without being a prima donna or overbearing.” ~Dr. Bruce B. Baird

A doctor recently emailed me this question: “How can I as the doctor – through my leadership – build the skills to set expectations and promote accountability with my team?”

I get variations on this question all the time, because, let’s be honest, team management is the most challenging part of your job as a dental practice owner.

But this topic is so important because if you get it right, you can save yourself and your team from so many headaches, and save your business from the chaos caused by team turnover.

I could probably do an all day seminar on this topic, but today I am going to hit on a few of the highlights I see in this qustion, including:

  • Developing the leadership skills to set expectations with your team
  • How solid systems help you manage your team when breakdowns happen
  • The role crucial conversations play in effective management

Never miss an episode! Subscribe on iTunes & Spotify. Visit us at http://www.productivedentistpodcast.com

EPISODE TRANSCRIPT

Hi, this is Dr. Bruce B. Baird with The Productive Dentist Podcast and this is going to be about leadership and it’s another one of the questions I got from one of our listeners. “How can doctors through their leadership development, build the skills to set expectations have crucial conversations with their team and promote accountability among themselves and the team?” Well, fantastic question and we could probably do an all-day seminar on it. I’m going to touch some of the highlights of what I see in this question but how first of all, how do we develop the leadership skills? I think one of the books that you should read is “Crucial Conversations” and it’s a book I read several years ago, because I struggled. You know, how do I set expectations with, with people without you know, without being a, I don’t know a prima donna or somebody who, you know, you don’t understand what kind of debt we have in this practice and, you know, I want to set these expectations and, and there are times in basically all of this that question about how do you develop the skills to set expectations. It starts with you. It starts with the boss, it starts with the leader and you can’t if you’re showing up, you know, 20 minutes late for the morning and you’re you really don’t have a big interest in training your team and you don’t really have you’re just they’re going through the motions, it’s a job, you know, you’d like it but it’s not, you know, it’s not the do all end all for your life, well, then you’re going to have a difficult time. You know, you’re going to have an extremely difficult time setting expectations and setting kind of rules and regs.

Dr Bruce B. Baird 3:49
So what I would say is, first off, you need to get systems in place that are solid systems for accounts receivable, for revenue cycle management, for case presentation skills, for financial options. There’s everything has to be set, you know, I love Pete Dawson and and I went through all Pete’s courses years ago and Pete used to say, you know, “There’s a place for everything and everything in his place.” Now he was talking about instruments and, and impressions and, and all of that which I agree there’s a place for everything and everything should be in a place, everybody knows where everything is but what about our systems, there’s a system for everything and there’s a way of doing everything and that way is the way that you, as the leader, have developed through education and through coming, most of us are not going to come out of school, knowing all of our systems, you know, you’re going to have to go and that’s one of the things we teach Productive Dentist Academy, these are systems that you’re going to put in play, that are going to be solid, they’re going to be systems that you can count on, they’re going to be systems that are maybe not universal, because a lot of people don’t do things the way that we recommend doing it but, but it’s going to be something that you understand and your team totally understands. So when you get into a situation where everybody is trained, everybody is on the same page, then what happens when someone goes off the rail? That’s when you need to, you know, because you’re gonna set expectations based upon the systems that you have in play. They, you know, these are our expectations, this is what we do. A, B, C, D. We have a patient that we’re going to do a treatment plan on, we do the treatment plan. B, we’re going to ask if they have any questions, who would do we’re going to answer those questions? You know, A B C D, you know, we’re, how much is this going to be? What do you have financial options? Absolutely. What are your financial options? Everybody in the office should be able to tell you these are our financial options, a lot of dental practice, they say, “Well, I’ve got to have somebody who does case presentations.” No, as the dentist, you’re presenting the case, you are the one who’s getting the patient to nod their head and say yes to treatment, even before they know how much it is they want you to be the one to do it. So all at that point you need to do is tell them this is this is how much your approximately your case is going to be but I’m going to have Summer go over that with you and then Summer has a system she goes through.

Dr Bruce B. Baird 6:48
So everybody in the practice has this, has this A B C D now you’re setting these expectations but what happens if somebody falls off the rails? That’s when we call that a training opportunity? You know, we say okay, at our next team meeting, which you should be having at least once a month, and I would say early in your career, and early with your team that should be four hours a month, and maybe even a full day a month to train on what you want and how you want it done. Okay, as you get further in your career, and only further in your career with the same team that you had to start with, because team turnover is a total bummer. I had one assistant been with me 10 121 32 years. So early on in my career. Like I told you guys, I had lost employees left and right, because I didn’t know what I was doing. We teach a course called “Driving the Bus”. I didn’t know how to drive the damn bus, how can I hold people accountable to get on the bus and I didn’t know how to drive it and so that’s where you need help but once you once you get that figured out as the leader, which you should now what kind of conversations to have when people fall off the rail and move away from a system that you have in place? Well, you have a training opportunity when you have your training, you talk about it. “Hey, guys, I noticed that when we’re doing this, I’m starting to see some you know, our financial arrangements, options. You know, I’ve noticed that they’re not being signed, and we’re starting to see some cancellations, which usually cancellations have to do with our financial options. When a patient’s not fully understanding what their financial options are, guess what happens? They end up canceling the appointment, because that wasn’t it wasn’t something that they totally understood.” So but when you have to have that crucial conversation, because I call a training opportunity is more of a group solution. I say, “Hey, guys, I’m seeing this. Let’s keep a close watch on it,” but then it gets down to a crucial conversation with a specific team member and I would have no problem calling in somebody in the office saying, “Hey, you know I love the way you talk to the patients. I love the way you, you know, you assess, but this is something I’ve noticed and we’ve really got to show this up because you know, these patients don’t seem to be 100% committed to the treatment, I need you to come get me I need you to,” you know, whatever that system breakdown is and that crucial conversation and the patient and your employees going to be going, “Yes, I understand. Dr. B, I’m gonna do that better,” and then what you do is you trust but verify, you’re gonna say, “okay, great, let’s do it and if I can help you let me know.”

Dr Bruce B. Baird 9:42
That’s coming as a leader that’s coming different.It’s just being pissed off at somebody for not doing it the way you want it done and so I simply say, “Yeah, that’s great,” but then you’re gonna keep following that person to make sure over the next month or two months, that, you know, they’re following the protocol that the whole team is following and then comes the time where they’re not doing that again and you might have a second conversation and say, we’ve talked about this before. I’m gonna give everybody the benefit of the doubt I go, “is everything okay, at home? Is everything going well?” Or, you know, “oh, yeah, yeah.” You know, and, at some point, if a team member continually flows, against what’s going on, you’ve got to have some accountability because if you don’t, it kills your team. I mean, you may have five people that work for you, if you let one get away with not doing things the way that you have set up the practice to do, then what happens is the whole place starts to, to fall apart. Have I ever seen that happen? Yeah, I’ve seen it happen in person. I’ve seen it happen in probably 400 practices around the country that we’ve worked with because it’s it’s absolutely critical that these crucial conversations are had and like I say, read the book, “Crucial Conversations, it really is awesome and it helped me, it helped me to be able to talk to patients in a way or talk to a team in a way that I’m not attacking them, I’m just attacking the behavior of what’s going on but if you start letting people get away with things, then everyone’s going to be getting away with it and I can tell you, I’ve seen it over and over and over and over and over and over again, in dental practices where some aren’t, and it’s not that it’s their favorite, you know, because some of the team will be going, “Well, that they just shouldn’t get away with anything, because Doctor so and so likes her.” Now that that can happen in your practice.

Dr Bruce B. Baird 11:58
Again, I’ve been there, I’ve done that but what can happen is you can direct, we have conversations with people, and let them know that this is the behavior that that we have no matter if you know him from outside of the office, and you consider them maybe I’ve seen people hire friends, and then they can’t say anything to him and the friend just basically runs over the rest of the practice and then what we end up having is an invitation, you know, you have to be willing to invite people to go to their happy place if that’s what we need to have. In other words, you can invite people to go to their happy place because in the way I do, that is I’m talking to the patient, or I’m talking, I keep saying patients or I talked to my team member and or my employee and I say, “You know, we’ve gone over this three times and you know, I just I’m not sure you get it, giving you every benefit of the doubt but you know, I think you’re going to have to find a place somewhere else to work, somewhere else, where you’re going to be happy because there’s no, no way you’re happy when I’m constantly on you about not getting this or that done and I don’t know what the reasons are for why you haven’t such a tough time but we’re only here on this planet for a short time and I want you to be happy. I want you to have true joy and happiness in your life and you invite them to go somewhere else.”

Dr Bruce B. Baird 13:28
Now I’ve done that with an employee who was a very good friend, and she was pissed I’ve talked about it in previous podcasts but if you didn’t hear it, she was pissed. She was a hygienist and she had suffered from depression, and bipolar, and she would come in she’d be the best employee in the world and then the next week, she’d be pissed about everything and then the next week she’d be great and I told her us man, we really got to watch this and I probably didn’t have the crucial conversations that I should have and then finally in January, which is what I do every year I look in January and say, “Who am I surrounded myself with? What are the fun things I’m doing? You know, who are these folks? are they leading me in the right direction, am I leading myself in the right direction?” And so I told her, I said, “I’m gonna invite you to your happy place,” and she says, “You’re firing me,” and she was so pissed off. I said, “Well, no, I’m inviting you to your happy place,” and she laughed. You know, she was a beautiful photographer. She was just a great person and she was so pissed and slammed the door to leave a year later, she was in Colorado now and she had opened up her own hygiene office and solo office and had opened up a photography shop next door and she was like a saint, unbelievable photographer. She came back to me a couple of years later walking down the hall, and I thought, “Oh, no, here she comes,” and we’re still friends to this day, but I thought she was gonna punch me but she came and hugged me started crying and said, “I would have never got to the place I wanted to be if it hadn’t been for you,” and so, so remember that, you know, sometimes you have to have the way you’re always going to have Crucial Conversations but sometimes you have to invite people to go to their happy place. So anyway, hopefully, this has been a good podcast for you guys remember, vote for the Productive Dentist Podcast and tell your friends about it and I look forward to next time.

Dr Bruce B. Baird 15:22
Thank you for joining me for this episode of the Productive Dentist Podcast. If you found this episode helpful, make sure you subscribe and pass it along to a friend. Give us a like on iTunes and Spotify Or drop me an email at podcast@productivedentist.com Don’t forget to check out other podcasts from the Productive Dentist Academy of productivedentistpodcast.com Join me again next week for another episode of the Productive Dentist Podcast.

Have a great experience with PDA recently?

Leave a Review

Menu
Need help?
Accessibility
Accessibility Options
Accessibility On Our Website

We are committed to continuously improving access to our goods and services by individuals with disabilities. If you are unable to use any aspect of this website because of a disability, please call (800) 757-6077 and we will provide you with prompt personalized assistance.

If you have trouble seeing web pages, the US Social Security Administration offers these tips for optimizing your computer and browser to improve your online experience.

If you are looking for mouse and keyboard alternatives, speech recognition software such as Dragon Naturally Speaking may help you navigate web pages and online services. This software allows the user to move focus around a web page or application screen through voice controls.

If you are deaf or hard of hearing, there are several accessibility features available to you.

Closed Captioning
Closed captioning provides a transcript for the audio track of a video presentation that is synchronized with the video and audio tracks. Captions are generally visually displayed over the video, which benefits people who are deaf and hard of hearing, and anyone who cannot hear the audio due to noisy environments. Most of our website’s video content includes automated captions. Learn how to turn captioning on and off in YouTube.

Volume Controls
Your computer, tablet, or mobile device has volume control features. Each video and audio service has its own additional volume controls. Try adjusting both your device’s volume controls and your media players’ volume controls to optimize your listening experience.

Read More About Accessibility and Why It Matters

Appointments
Need help?

Oops! We could not locate your form.

Do not include sensitive personal, financial, or other confidential information (Social Security, account number, login, passwords, etc.). This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Helpful Resources

Below are links you may find helpful when scheduling an appointment with us.

Notifications
Podcasts

Episode 204 – Requested Replay: Defining Private Equity

“Dentistry is the star right now. It’s what private equity...

Episode 204 – Requested Replay: Defining Private Equity (featured image)

Episode 230 – Implant Marketing Mastery

“Sixty implants at $4,000 a piece … that’s $240,000 that’s...

Episode 230 – Implant Marketing Mastery (featured image)

Episode 107 – Requested Replay: Authentic Marketing Best Practices

“Talk about what you care about. Being authentic attracts the...

Episode 107 – Requested Replay: Authentic Marketing Best Practices (featured image)
In the Press

I’ve Arrived: From $100 in the Bank to Generational Wealth in Less Than 3 Years.

from Dental Entrepreneur – Winter 2023 By Dr. Maggie Augustyn...

I’ve Arrived: From $100 in the Bank to Generational Wealth in Less Than 3 Years. (featured image)
From Our Blog

Investment Grade Practice™ News – April 2024

Dear Doctor, It is with great pleasure that we reach out to you...

Investment Grade Practice™ News – April 2024 (featured image)
Follow Us On Social Media

Facebook

Stay informed on updates and upcoming events from our office.

LinkedIn

Connect and learn more about Productive Dentist Academy.

YouTube

Subscribe to our YouTube channel.

Instagram

View fun photos and follow our team on Instagram.

Your Privacy
Privacy Policy

This privacy notice discloses our privacy practices and the use of Google Analytics 4(GA4), an analytic advertising feature. This privacy notice applies solely to information collected by this website and the GA4 platform. It will notify you of the following:

  1. What personally identifiable information is collected from you through the website and GA4 platform, how it is used, and with whom it may be shared.
  2. The choices available to you regarding the use of your data.
  3. The security procedures in place to protect the misuse of your information.
  4. How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing

We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

While Productive Dentist Academy is the primary data controller, Google, in the context of providing Google Analytics service, acts as a data processor. We use Google Analytics 4, a widely recognized web analytics service provided by Google, Inc., to track user interactions and gather data for advertising purposes. As a third-party vendor, Google Analytics operates independently and maintains its own privacy policy, which can be found at https://policies.google.com/privacy. We carefully select our third-party vendors for their commitment to user privacy and adherence to data protection standards. As part of our ongoing commitment to your privacy, we implement measures to ensure that services like GA4 comply with our high standards of data protection.

GA4 collects certain personally identifiable information from you as you interact with our website. This information includes but is not limited to your device ID, IP address, and geographic location. The information collected through GA4 is used to analyze user behavior, optimize our website’s performance, and tailor our content to better serve your needs. This data is compiled and anonymized, ensuring that it cannot be linked back to individual users.

Please note that GA4 may share the information collected with Google and other third-party service providers to enable data processing and reporting on website usage. However, we will not sell, rent, or share your information, especially your personally identifiable information, with any third party outside of our organization.

Your Access to and Control Over Information

You have certain rights regarding the data collected by GA4. You have the right to do the following at any time by contacting us via the email address or phone number given on our website:

  • See what data we have about you, if any.
  • Have us delete any data we have about you.
  • Express any concern you have about our use of your data.

In addition to opting out of any future communications from us at any time, you may also opt out of the GA4 feature if you so choose. You can opt out of the GA4 Advertising Features we use through Ads Settings, Ad Settings for mobile apps, or through the NAI’s. This link points to Google Analytics’ currently available opt-outs for the web https://tools.google.com/dlpage/gaoptout/ 

Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline. GA4 also follows industry best practices to protect your data both online and offline.

To ensure data protection while we are using GA4, we are implementing additional security measures that include and are not limited to:

  • limiting data access, 
  • using secure protocols, 
  • managing data sharing with Google

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for “https” at the beginning of the address of the Web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

Contact Us

If you have any concerns about the use of GA4 or believe that we are not abiding by this privacy policy, please contact us immediately. We are committed to addressing any privacy-related issues promptly and transparently.

By using our website and consenting to the use of GA4, you acknowledge and agree to the data collection and processing practices described in this notice. For more information about GA4 and its privacy practices, please review Google’s Privacy Policy on this link https://policies.google.com/privacy.

If you feel that we are not abiding by this privacy policy, you should contact us immediately.

Read More About Our Privacy Policy and Why It Matters

Terms of Service
Terms of Service

Entering this site or the links accessible through this site, you agree to be bound by this agreement. The information and the resources contained on and accessible through this site are made available by Productive Dentist Academy and/or its suppliers and vendors, and are subject to your agreement to their terms and conditions.

All contents copyright (c) Productive Dentist Academy

All rights reserved, Productive Dentist Academy makes this website available to all users for the sole purpose of providing educational information on health-related issues.

The accuracy of website, information, and resources identified are not warranted or guaranteed, or intended to be a substitute for professional health advice, to contradict health advice given, or for health care of any kind.

Your use of this website indicates your agreement to be bound by the Terms of Use and you expressly agree to be bound to the foregoing terms and conditions.

All materials on this website, including the site’s design, layout, and organization, are owned and copyrighted by Productive Dentist Academy, or its suppliers or vendors, and are protected by U.S. and international copyrights.

Material on this site may be used for personal use only. Commercial use of any sort is strictly prohibited.

Use of Resources & Information
This site may not be used as a supplement or alternative for health care, and is not intended and does not warrant or guarantee the quality or quantity of any services of any of the advertisers identified; further, the information provided is merely for educational purposes, and its accuracy is not guaranteed. Do not use this site as a substitute for health care. Please consult with your doctor or other health care provider regarding any health questions you may have. This site may not be used for health diagnosis or treatment. Do not use this site to disregard any health advice, nor to delay seeking health advice, because of something you read or see in this site.

You understand and agree that neither Productive Dentist Academy nor its suppliers or vendors or linked domain names are responsible or liable for any claim, loss, or damage of any kind, directly or indirectly resulting from your use of this site or the information or the resources contained on or accessible through it.

Productive Dentist Academy expressly disclaims any implied warranty or representation about the information or accuracy, relevance, completeness, timeliness or appropriateness for any particular purpose of any kind. Your use of this site is also subject to all additional disclaimers that may appear throughout the site.

Other Internet Sites Links
This site also includes links to other internet sites created and maintained by Productive Dentist Academy’s suppliers, vendors, affiliates, or subscribers. Be aware that Productive Dentist Academy does not control, makes no guarantees about, and disclaims any express or implied representations or warranties about the accuracy, relevance, completeness, timeliness or appropriateness for a particular purpose of the information or the resources contained on these or any other internet sites.

Further, the inclusion of these links is merely for your convenience and is not intended and does not reflect Productive Dentist Academy’s opinion on the accuracy or the importance of these other sites; further, Productive Dentist Academy does not endorse in any manner any of the views expressed in, or products or services offered by these other sites. All information in any site by Productive Dentist Academy, or associated or linked site, is extracted, read, used, or relied upon by you at your own risk.

Disclaimer of Warranty
Productive Dentist Academy and its suppliers and vendors disclaim all express or implied representations or warranties regarding the information, services, products, materials, and any other resources contained on or accessible through this site, including without limitation any implied warranties of merchantability or fitness for a particular purpose. All information provided by Productive Dentist Academy is made available “as is” and “as available” without warranty of any kind, or any express or implied promise, including, by way of example, its continuing availability.

Limitation of Liability
With respect to products, goods, or services purchased from any entity identified, listed, named or contacted through Productive Dentist Academy’s website, or any links to Productive Dentist Academy’s website, to the maximum extent permitted by applicable law, in no event shall Productive Dentist Academy or its suppliers or vendors be liable for any direct, indirect, special, punitive, incidental, exemplary, contractual, or consequential damages, or any damages whatsoever of any kind, resulting from any loss, which by way of example, includes loss of use, loss of data, loss of profits, business interruption, litigation, or any other pecuniary loss, whether based on breach of contract, tort (including negligence), product liability, or otherwise, arising out of or in any way connected with the use or performance of this site, with the delay or inability to use this site, or with the provision of or failure to make available any information, services, products, materials, or other resources contained on or accessible through this site, even if advised of the possibility of such damages.

You acknowledge and agree that the limitations set forth above are elements of this agreement, and that this site would not be provided to you absent such limitations.

Indemnification
You agree to indemnify, defend, and hold harmless Productive Dentist Academy and its suppliers and vendors from any liability, loss, claim, and expense (including reasonable attorneys’ fees) related to your violation of this agreement or use of this site in any manner. Your use of this site shall constitute your acceptance of the terms of this Agreement, as revised and modified, if any, each time you access this site. Productive Dentist Academy may modify this agreement at any time, and such modifications shall be effective immediately upon posting of the modified agreement.

Miscellaneous
Productive Dentist Academy’s failure to insist upon strict enforcement of any provision(s) of this agreement shall not be construed as a waiver of any provision or right.

This agreement and the resolution of any dispute related to this agreement or this site shall be governed by and construed in accordance with the laws of the State of Washington, without giving effect to any principles or conflicts of law. Any legal action or proceeding between Productive Dentist Academy or its links, suppliers or vendors and you related to this agreement or this site shall be brought exclusively in a state or federal court of competent jurisdiction sitting in Skagit County, Washington.

Copyright
All materials on this website, including the site’s design, layout, and organization, are owned and copyrighted by Productive Dentist Academy or its suppliers or vendors, and are protected by U.S. and international copyrights.

Links
This site contains links to other sites. Productive Dentist Academy is not responsible for the privacy practices of other sites that are linked to us.

Questions
Should you have any questions or concerns regarding Productive Dentist Academy’s Privacy Policy and Terms of Use, please contact us.

Read More About Our Terms of Service and Why It Matters

Search
Search the Website

Use keywords in the search box below to find what you're looking for.

Go to the Top of the Page