My first dental office had one door in and one door out. There was no “back door” the doctor or I could sneak into or out.
Having one entry/exit would be a no-go for some. For me, I noted that it forced our doctors and team members to see what our Guests would see and experience. They had to own what they witnessed, felt or smelled when they entered that office. Me included. I had to not only pay attention, but then be willing to do something about it if there was a misalignment of any kind.
Some don’t want to know what Guests/patients experience. They’d rather not. Knowing means acknowledging there’s a problem (or not). Knowing means when there is a problem and you decide to own it, you have to then do something about it. This is where it gets uncomfortable for most. The doing something about it part.
It’s painful. It’s agonizing. It’ll cause you to lose sleep and give you a stomachache. Might even cause you to vomit or stop eating (never been a problem for me – I like food too much) depending on how big of an issue you think it is (see my last sentence on how to help quiet your anxiety).
Yet, the difference between a guy or gal having a mediocre business vs. an amazing, profitable, lifestyle-centric business is one where he or she is unafraid to confront problems, challenges or change head-on. Those willing to solve big problems or agonizing challenges, are always going to be more successful than those who’re timid or reluctant.
I don’t mean confront in a bullying sort of way. Rather, in a collaborative one, where the owner is leading the charge and keeping the message (vision) front and center while leveraging that message to keep operations in the practice in alignment with it.
That means – taking responsibility for problems and working with the team to generate solutions vs. pointing fingers and letting it continue. It means making tough decisions.
It means asking the question of your team when there’s an issue or behavior problem, “How does this…” or “How does your behavior,” align with our vision or mission here at this office?”
It’s been said fortune favors the bold. Fortune does not react to the weak or timid. Think of it this way: If you want to grow your practice and you aren’t willing to make the tough decisions, who will?
A bit of advice on when or how you react to highly-charged and emotional circumstances: I had a guy tell me one time, and it’s proven true time and again, “Nothing is as good or bad as it first appears.”