This has probably happened to you in your practice, perhaps more than once. Setting a simple protocol about how to handle this is paramount. It will gain increased respect and appreciation for you from your staff and alleviate the issue of a potentially negative impact on your team members IF you take appropriate action and terminate this person from your practice immediately.
Mrs. E has just come in for a routine visit. She is a fairly new patient that has been with the practice for a number of months. When dealing with her she is soft spoken, patient, polite, smiles and loves to chat to you. You’re certain that she is a model patient, happy with your work and appreciative of your practice and will stay with you for a long time to come.
Then later that afternoon, one of your staff members out in the front, Rebecca, tells you that Mrs E is really hard to deal with. She is curt, snaps at the office staff and in fact has been downright abusive to them on more than one occasion.
Is this the same patient we are talking about here? Surely it can’t be.
But Rebecca is insistent that Mrs E is virtually impossible to deal with at the front desk. “Just ask any of the other staff and they’ll tell you how she behaves when you are not around.” This is backed up by others. It seems that when Mrs E passes from the clinical sector to the business sector of the practice a terrible transformation comes over her and she becomes disrespectful, downright nasty and virtually impossible to deal with.
Situations like these are few and far between but when they do arise, you the doctor and leader of the practice need to make a firm stand.
Handling the situation is critical and if left unresolved can have dire consequences for you and the staff . It has little to do with the patient and everything to do with the relationship that you have with your team. As such you must have a NO TOLERANCE policy when it comes to patients treating your team in a disrespectful manner. In your presence they may be all sweet and calm but the moment you are out or earshot the claws emerge as they instantly transform onto a vicious beast. When instances like these occur allow your team to recommend the removal of this type of person from your practice and then back them all the way.
This may not happen regularly but setting such a protocol in place in your practice is absolutely imperative and will do wonders. Your your team will have the highest respect for you as this is ultimately all about the level of respect that you display to your team members my making it crystal clear that you will not tolerate anyone treating them in a disrespectful manner whatsoever.
Is your Practice suffering from any of the following symptoms?
Allow me to ask you a few questions…
- Are you frustrated with patients that don’t reschedule or accept recommended treatment?
- Is your hygienist producing less than $250,000pa?
- Would you like to add an associate to your practice but don’t quite know how?
- Do you realise the need to increase patient flow but don’t know how?
- Are patient no-shows and last minute cancellations bleeding the profit from your practice, destroying otherwise solid days?
- Do you have team members that have NOT received a bonus in the last six months?
- Does it feel like you are working way too hard for far too little in return?
- Are you searching for the best way to increase patient flow and build your practice?
- Would you like to be able to hire superstar staff members that genuinely want your practice to be the best it can?
- Are you considering expanding your practice to multiple locations or acquiring an existing practice but need help organising consistently effective systems?
- Are you just not making enough profit to be able to retire at a reasonable age and to a lifestyle you desire?
- Are you considering selling your practice in the future some time but are concerned about your financial position?
If you answered “YES” to any of the above then I can help you
From leaving my country at the threat of gunpoint I arrived in Australia almost penniless and from scratch created several multi-million dollar businesses in varying industries ranging from technology to retail and manufacturing. But it wasn’t all plain sailing. I faced the barrel of almost sheer bankruptcy through a business I newly acquired just weeks before the Global Financial Crisis hit. I have however successfully grown it into a formidable market leader in its area.
As a winner of multiple business awards and gaining official recognition by members of Parliament and other prominent figures, I have helped numerous business owners, including dentists, in some cases add $100,000’s to their businesses profits.
Now in a position where I have systems in place in my own businesses, I no longer need to work and I have slowed down to enjoy life more around my family. My primary business focus being to help dentists grow their practice and wealth.
This developed as a result of assisting my distressed sister in-law, who is a Dentist in Greece. When the infamous debt crisis hit in 2010…Greece was hit hard! Her dental practice experienced a phenomenal decline. No one could afford dental care and patient flow almost literally came to a standstill.
Helping her gave me a great insight in to the dental world and how hard you work to keep your practice running. And I thought it was time “someone” here in Australia helped Dentists unlock the earning potential within their practice so you can stop having to work so hard and start enjoying more financial rewards and more time off to spend with family and friends or simply enjoy life more.
People I’ve assisted come from extreme rural locations to densely populated metropolitan centres.
If you’d like to find out how to stay in control of your practice success, ensure its long term stability, increase profits and enjoy predictable 20% – 30% growth each and every year then you have to check out Dental Profit Secrets.
Don’t wait until it’s too late. The Dental Profit Secrets Program will show you how to ensure the success and profitability of your Practice and become the “Go To” Dentist in your area.
Click here now to find out more.
Best wishes for your success,
PS: I’m so confident that this program will transform your practice that the results are actually guaranteed. Click here now to find out more.
PPS: Why not try a complimentary full 30 day trial membership to see for yourself with if it is right for you. I guarantee you won’t be disappointed.