Rewarding a Remarkable Dental Teamby Dr. Ron Arndt
If you listen to the media, read the dental journals, or watch the evening news, we are bombarded with negative news: how things are terrible, the plight of dental businesses, and the list goes on and on and on. While there is no doubt there is a “White Elephant” in the room, the biggest room in the house is the room for improvement. Many avoid that room because it requires effort. Most people do only what they are required to do, but successful people do a little more. Case in point, one of my clients, Dr. Alex Della Bella and his team recently comppleted their 2nd BEST month ever in practice, falling short of their all-time best by only $150.
The Della Bella team decided not to buy into the negative rhetoric and focused on the approach that, when obstacles arise, you change your direction to reach your goal; you don’t change your decision to get there. They focused on the Four Season’s customer service model.
What made the month particularly special was what Dr. Della Bella did to acknowledge his team. He gathered his team around him and presented each with a fresh rose and an explanation of the unique contribution made by each individual. They all sighed excitedly and thanked him for this kind gesture.
When they thought he was done, he reached into his right pocket and pulled out a fresh $100 bill for team members and, again, acknowledged their contributions. They jumped for joy, as this was a totally unexpected gift. He then headed for the door, while the team was celebrating. As he strolled out, he looked back, as though he had forgotten to say something, and then reached into his other pocket and pulled out six additional fresh $100 bills and passed them out to each team member. The team response was euphoric.
What is the message we can take from Dr. Della Bella and his team?
Don’t live down to expectations. Go out there and do something remarkable!