North Texas Dentistry Volume 7 Issue 3 NTD 2017 ISSUE 3 DE - Page 17

you, your patients, your team, and your practice. Help that person find employ- ment elsewhere as soon as possible. It is worth paying the unemployment to no longer have that individual undermining your results. Once you have the right people, you must help them develop the skills necessary to perform their job to your expectations and in service to the patients and prac- tice. The first step is to make your expec- tations clear and give them an example of what a great job looks, sounds, and feels like. Give them a model to follow in producing the intended result. Then stand back and let them practice, give them a little bit of room to try out the skill and use it. The Chinese proverb ob- serves, “I hear and I forget, I see and I re- member, I do and I understand.” Any new team member needs the experience of doing it to make distinctions that will improve their results the next time. Give feedback on what they are doing really well and what areas still need work, and then let them do it again. Throughout this process, you want to build compe- tence and confidence so that they are willing and empowered to be account- able for the desired result. Offer support- ive correction when they miss a step, and acknowledge them for what they are doing well. Beginning the process of creating a cul- ture of accountability requires only a few things from the business owner or leader. Once you have selected the right people and trained them in the skill sets they need, you must establish lines of ac- countability so that each of your team leaders knows where they are most needed, and where they can add the most value. Establish source areas within your practice so that when challenges arise, there is someone designated to address the issue and create a solution. There’s a simple formula team members can follow to achieve specific objectives. At Fortune Management, we call it “The Ultimate Success Formula.” There are only four steps: 1. Know your outcome. 2. Create a game plan and take massive action. 3. Monitor your results. 4. Change your approach as needed. As you begin to see people stepping up and taking responsibility for their results and outcomes, your job as the leader is to take the stand that they are capable enough, intelligent enough, resourceful enough, and creative enough to get this result. Utilize morning huddles and weekly team meetings as an opportunity for the designated, responsible “source” person to discuss their outcomes and their strategies. Ask them leading ques- tions that allow them to find solutions to whatever challenges are impeding re- sults. Enhance their self-esteem by giv- ing them positive feedback when things work out, and by offering supportive cor- rection when things don’t. If your team members know it is okay to make a mistake, they will be more willing to put themselves on the line for results. Jennifer Surette Fortune Management Executive Coach As a leader in the dental field, Jennifer has been in- strumental in increasing pro- duction and profits for both underdeveloped and stagnant practices, as well as million-dollar superstar teams. Jennifer is pas- sionate about sharing her knowledge of the “WOW” patient experience, diagnosing hidden barriers that are preventing overall practice growth and how to lead the practice to exponential growth. For a complimentary in-office practice analysis, contact Jennifer at (469) 616-7040. Send email to: or visit for more information. FREE VALUATION PRACTICE Know the value of your practice (469) 222-3200 | Jeremy Brown JD, Joe Piazza DDS, Terry Watson DDS, & Frank Brown JD Practice Sales & Appraisals | NORTH TEXAS DENTISTRY 17