Understanding Capacity
A favorite story I tell young dentists is how – early in my career – I couldn’t find restorative time for two new patients in desperate need of attention because I was too busy being a hygienist. Yep! I was booked out for weeks! Clearly, I had no understanding of the issue of capacity. Simply stated, we are limited in our ability to provide services for additional patients by the number of operatories, staff members, or equipment on hand. Sometimes the issue is easily resolved, but often the solution requires a combination of...
read moreOvercoming Chaos
I’m always secretly amused when young practitioners view me as some incredibly successful businessman. It’s true that I built a million-dollar practice in a small town from a “cold” start without the aid of computers, websites, advertising, or social media, but it wasn’t easy, and it wasn’t always fun. In truth, my first office was a lot like the “Crisis Clinic” drawn by famed cartoonist, Gary Larson. Although previous part-time work through high school and college provided me with extensive experience in customer service, it became...
read moreGetting “Educated”
I grew up in central Florida in the fifties. Martin Marietta had just opened a major facility employing thousands, and new homes were under construction virtually everywhere. As a boy, it seemed there was always a sand pile to be played in. I remember building a fort with a buddy in a vacant lot near our home. It grew late, and my dad yelled for me to come inside and do my homework. I can’t remember my exact response, but I do recall spending two hours standing in the corner before bedtime. It seems that I told my father I didn’t...
read moreWhere Have All the Bag Boys Gone?
I’ll be the first to admit that it was far easier bagging groceries in strong paper bags that held their shape than it is to do so using today’s pleomorphic plastic, but the principles remain the same: double bag for heavy items, cans on the bottom with light items on top, pack cold things together, meat and bread always separately, and eggs get special attention. So why is it that no one working in my grocery store knows that? And when did cashiers forget how to make change? Not long ago, my grocery bill was $16.25. I gave the young lady...
read moreThe Little Things. . .
Sometimes it’s the little things in life that bring us joy; holding hands with a loved one (without even crossing the street), pausing to appreciate the beauty that surrounds us every day, or watching the colorful display as the sun slips behind the horizon. In the great game of life, however, we often miss these simple joys. Truth be told, we’re just too busy. As the days of December disappear before our very eyes, we’re busier than ever! End-of-year administrative responsibilities pile up for the practice owner while...
read moreOn Chasing Shiny Objects…
According to the American Dental Association, 71 is the new retirement age for dentists! Amazing! A good friend of mine, however, retired at age 53. He saved twenty per cent of his income each of the twenty-five years he practiced, and achieved financial security. And, oh yeah, he ignored “shiny objects….” He lived in the same home throughout his career, and paid it off in fifteen years. He made investments in his practice after carefully evaluating the ROI, and he drove each car he owned for at least ten years. He never owned a BMW, had a...
read moreQuietly Leaving. . .
I know I could have asked to speak to the owner (I’ve only known him for thirty years), but – after three consecutive mishaps – it seemed pointless. Clearly, the business I’ve patronized for decades is failing. The signs are clear: high employee turnover, poor customer engagement and staff attitude, and a total failure to address and resolve customer service complaints, issues, or concerns. Worse, the facility is in decline, and the owner has introduced a separate product line that has nothing to do with his business....
read moreOn Being an Ambassador
I knew my visiting grandchildren would love the Atlanta Botanical Garden’s display of “The Curious Garden,” inspired by famed Disney arborist, Adam Schwerner. What I didn’t know – nor suspect – however, was how an employee of the Garden would add memorable value to our visit! Having worked only two years for the Atlanta Botanical Garden, Charles, proved to be far more than a clock-puncher. Much to my surprise, he asked if I was local, and might return. When I informed him that I lived an hour away, but that...
read moreThanks, Coach!
I’ve been the hero, and I’ve been the goat. Rest assured, I much preferred being the hero! I’ve made the shot at the buzzer to win, and I’ve missed the shot that would have made us victorious. Such are the variables of sports, and life. Those who know me would find it hard to believe that I was ever introverted, but it’s true. It was my seventh-grade PE coach, Dale Rider, a former U. S. Marine, that took me from being a pimple-faced nerd with few friends, to being a popular, confident, first-string,...
read moreRevisiting Purpose and Vision
In 1978, my practice purpose was “To provide excellent restorative services with personal and professional integrity, and to emphasize individualized preventive care.” My vision? “To partner with, and serve the community in which I practice, both as a clinician and a leader.” These simple statements lacked grandiose language, but served my patients, team, and practice well for thirty-five years. Today, the elements of a practice vision are more sophisticated, and may include: 1. What is it that we wish to give,...
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