Practical Practice Management

The Benefits Of Sharing At Work

“The impulse to keep to yourself what you have learned is not only shameful, it is destructive. Anything you do not give freely and abundantly becomes lost to you. You open your safe and find ashes.” ~ Annie Dillard

In my years of working with other managers, I have found that some are not willing to share their knowledge with those they work with. Why? Well, I think there are many reasons, but the most common one I have found is that the manager feels they no longer will “hold power and knowledge” above the troops to be superior so they can hold their position.

If the others do not know what the manager knows then they are valuable. They feel more secure in their position. But what they do not realize is by doing this they are destroying the potential of bettering the business and the people who work there with them. And after a while their staff, if they want to grow as an employee, will seek other employment to get the opportunity to do so.

Being in a management position has its good points and its bad ones. It is hard to grasp sometimes that by growing your staff members up and giving them more knowledge and raising their skill set actually shows that you are a great manager and the people you manage will appreciate you more and are willing to go up and beyond for the manager and the business.

The hard part about getting to this place where the manager feels secure and wants their staff to grow in knowledge and skill is the manager’s mindset. They are stuck in a mindset of the “What ifs” What if someone is better than me at something? What if people end up liking one of the staff better than me and wants them to manage? What if the boss sees someone excelling and wants to promote them?

It will take a mind-shift to get to the place where the manager can see that they are a better manager because they help their people become successful and thus the business overall is more successful.

I have coached many a manager who has been stuck in this mindset and that is why I want to help others so they can be “freed” of this mindset and not only be more successful themselves but to raise those up that they work with.

If you want more information just click the link below or email me at [email protected]

Have a great Thursday!

Tina

https://www.toppractices.com/library/peak-performance-management-program.cfm

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Make Great Stories For Others To Tell

Yesterday, I had the opportunity to speak at a virtual seminar on Customer Care Opportunities, or in my case Patient Care Opportunities.

My point was to let the attendees know that they have care opportunities all day long with the people with whom they serve, their patients. These are the same opportunities anyone has when they encounter their clients or customers. I call them C.A.R.E. opportunities.

C. = Be Creative

A. = Be Appreciative

R. = Be Real

E. = Be Enthusiastic

If we all think about our encounters with patients, clients or customers are stories for them to tell about how their encounter was. Was it nice? Was it nothing to tell about? Was it something that they would say something bad about?

We have these three options when we engage with our customers, to make the experience really nice, (something they would remember and tell others about), an experience that was not good or bad, it just happened, or it was bad and they will remember and tell others about.

No matter what you choose to happen it is a story for them to tell to others, the question you must ask yourself is, “What stories are you telling?”

People can choose who they go to for their services, if you want them to come to your business, then make it a memorable experience, because this is what people want. Right? Don’t you want a great experience when you go to a doctor, bakery, restaurant, grocery store, etc?

My challenge to you is to make great stories for your customers to tell today!

Happy Thursday to you all.

Tina

https://www.toppractices.com/library/peak-performance-management-program.cfm

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Peak Performance Management

If you have been in a management position at any time in your employment life, I am sure you will agree that it is a position not for the “faint of heart.” I have managed a medical practice for over 23-years now and the challenges along with the victories have been many.

It took me years to realize that I didn’t need to know everything and that I needed a great team of people who were dedicated to their job and to the practice to get everything done. There were far too many years that I spent nights and weekends working while everyone else, including the doctor, had their time off. But, I wanted to be a great manager and I thought that is what it took.

Boy, was I wrong and at the expense of my own happiness and health. When I began coaching and teaching others the one thing I wanted to get across is that being a manager did not mean you had to do everything, it meant that you managed to get everything done through the team that you worked with.

At the end of this month, I will begin a new three-month virtual coaching program to teach others who manage medical practices to “manage through others” and how to do it by bringing their team together.

Managers can be overwhelmed with the amount of work and responsibility they have on them. This causes additional work stress, which affects their state of mind, and their performance is a reflection of their state of mind. If they are constantly behind and stressed then that is what they will project to others and eventually burnout.

If you manage a medical practice and are ready to change your mindset and become more successful at what you do,(and get your nights and weekends back) then click the link below for more information.

Stay safe and happy Tuesday!

Tina

https://www.toppractices.com/library/peak-performance-management-program.cfm

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Start With Happy Employees

A couple of years ago our practice found itself in the position of needing to hire a couple of new staff members. Now, the hiring process is not one of my favorite things to do because many times for one reason or another it doesn’t work out.

I had been told that it takes going through the hiring process 10 times before you find the right employee. I know that is not true if you use the correct process the first time which is taught by my friend Jay Henderson at http://www.realtalenthiring.com

As an employer or manager, you know how hard it is to keep your people happy all of the time. So, this time I thought, “I will find people who are already happy to hire.”

The interviews became fun as I asked questions about the candidates, hobbies, likes and dislikes. I could hear and observe if they sounded and appeared happy as they talked. I hired the two happiest people, at least I thought they were happy, and to this day they remain happy at work.

It is not that things don’t come up that are frustrating or difficult, but when you are generally a happy soul it is easier to find solutions and want to have the desire to make it a great day.

Also, when you work with happy people it naturally creates a happy work environment which makes for a great place to work.

“They say a person needs just three things to be truly happy in this world: Someone to love, something to do, and something to hope for.” Tom Bodett

http://www.toppractices.com

Keep moving forward,

Tina

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The Ghost Of Christmas Past, A Management Lesson

For the past two weeks, I have been teaching in our Virtual Practice Management membership group lessons we can learn from the story “A Christmas Carol” by Charles Dickens, that can make us better managers or business owners.

This week we took a look at the chapter in which Ebenezer Scrooge is visited by the “Ghost of Christmas Past”, and a spectacular lesson to be learned was in one of the encounters during this ghost’s visit. If you remember this ghost took him to his school when he was a child and was left there alone, apart from his little sister Fan, it was a painful experience for Scrooge to relive.

Then the ghost took him to another time when he was a young man to the place where he did his apprentice work. His employer was Mr. Fezziwig. The scene was the Christmas Eve work party and Mr. Fezziwig was calling Ebenezer and his coworker Dick to stop working and come join the festivities, of song, dance, drinks and a banquet of food for everyone to celebrate. Mr. Fezziwig was a merry man and enjoyed giving this grand party to his employees and friends.

All of the attendees were toasting and cheering Mr. Fezziwig the host of this grand celebration. Ebenezer was taken with this wonderful sight and memory, of fun, giving, and festivity.

The ghost of Christmas past saw this in his face and said to him, “A small matter to make these silly folks so full of gratitude.” “Small!” cried Scrooge.” “Why! is it not?” the Ghost questioned him. “Fezziwig has spent but a few pounds of your mortal money for his party. Is that so much that he deserves great praise?”

“It isn’t that,” said Scrooge, heated by the remark and speaking like his former, not his latter self. “He has the power to render us happy or unhappy, to make our service a pleasure or a toil. Say his power lies in words and look; in things so slight and insignificant that it is impossible to add and count them up. The happiness he gives is quite as great as if it cost a fortune.”

Wow! What an amazing lesson!. As employers and managers we have the power each day to make those that work for us and with us, “happy or unhappy, to make their service a pleasure or a toil.” Take some time to think about that and consider what you can do to make everyone’s day the best possible.

And if you have some time you might want to read the book, “A Christmas Carol” it has so many lessons for us to learn and relearn to make our lives and those we live and work with better.

Happy Holidays,

Tina

http://www.topopractices.com

https://www.gotoppm.com

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Don’t Lose It..

During difficult times it is easy to lose our sense of humor, but it is during these times that we really need it. Humor can lift our spirit and allow us to lift others.

A good belly laugh allows us to take in oxygen which stimulates our heart, lungs, and muscles. It also increases endorphins released in the brain which are our body’s natural “feel-good” chemicals and promote a sense of well-being. It is also a known fact that when people are laughing they feel less pain.

So, don’t lose your humor during difficult times because it is then that we all need it the most.

Wishing you a happy Thursday and holiday week!

Tina

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The Art of Customer/Patient Service

While people need and want products or services they are looking for memorable experiences when doing so.  All businesses if they wish to survive and grow must become players of these experiences.

The key factor in providing quality service that exceeds our guests’ (or patients in my case as I manage a Medical Practice) expectations is to provide ongoing training for your staff and to develop a culture that focuses on creating memorable experiences for the customers (patients) you see every day.

Five key factors for building a performance culture to create memorable experiences:

  • Everyone must understand and feel connected to the culture.  It must align with their values.
  • Make it global; everyone must buy into the fact that customer (patient) experiences are number one.
  • Performance must be measurable to make sure everyone is on the same page.
  • Provide continued training and coaching for staff to ensure the magic stays alive
  • All members of the staff must participate in working together to come up with creative ways to make the practice experience an amazing one.

It is important to realize that a medical practice is a business that provides services and products and you are in the customer (patient) service business.  Each encounter with a customer or potential customer is vital, you must make sure you and your staff members are really “present” during their visits.

These points may sound a little familiar to you and that is because they are part of the culture that Walt Disney has built into their extraordinary theme parks and hotels. The book “Be Our Guest” Perfecting the Art of Customer Service is full of information that you can use to transform your business service and create customers or patients that want to come back again and again and bring their family and friends.

Keep moving forward,

Tina

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Does Your Business Have Problems To Solve?

No matter what business you are in all business owners and managers want their workplace run more efficiently and more profitably.   We usually expect problems and hope to avoid them in one way or another, but what if instead of just expecting problems to “Pop” up you gather your team and look for problems to solve.

Have a meeting with your team and ask them to put on their thinking caps on, take a look at current systems and protocols and figure out what areas can be improved upon.  Most likely your team already has a few problems on their list that they would like solved.

For example, you work in a doctor’s office and patients want to get appointments sooner, but it seems that your schedule is always full for a couple of weeks out. Is there a way that you could add a few more patients a day and still give quality care?  Is there a better way to set up the patient schedule?

Have each member of the team answer the following questions about any workplace problem that you want to improve upon, you may find a “golden nugget” in one of the solutions.

These are the questions each team member needs to address to the issue that you would like to improve on.

1. What is the exact problem as you see it?

2. What is the cause of the problem?

3. What are the possible solutions to the problem?

4. These are my solutions to solve the problem:

Present the issue and then allow all staff members time, maybe a few days or so, to answer the questions and come up with possible solutions.

You will be amazed at the different ideas that everyone will present and the what is wonderful is that you will have several to try to see what actually will work for your issue.

Many times, what happens is that as each person states their solution, others will chime in, giving input which creates synergy within the group. It is almost a tipping point and together new ideas spring up from the collaboration of the group as a whole. It is exciting and rewarding for all who participate.

When you have collaboration within the work group to solve issues it is like mortar, and the team begins to bond and become stronger, which creates a better work environment for all.

Whether you have actual problems to solve or would like to strike a match under your team to move them forward, have a meeting to look for things that you might be able to do that would make your business better for your customers and for all those who work there and then be willing to try some of the ideas.

“None of us is as smart as all of us!” ~ Kenneth Blanchard

Keep moving forward,

Tina

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A Little Laughter Makes A Happier Workplace

I like to have fun, and I think most people do as well.  My father who is almost 93 still tells jokes to anyone who comes to visit or when we call him.  He may not get all of the joke correct now at this age, but the greatest part of the joke is when he laughs at the end.

You cannot help but laugh with him, it is wonderful and puts a smile on my face even if I have heard the joke a dozen times before.  It is the joy he gets from telling it and the sincere desire to make others laugh that makes the joke so precious.

I think having a sense of humor is one of the most important qualities one should possess, especially if they are in a leadership position.

I have personally witnessed people who have to work with someone in a leadership role who ruled with an “iron fist” and no sense of humor at all.  Although the employees got their jobs done and did them well, they hated their job because of their leader.

We know that levity in the workplace makes for happier and healthier employees and if the employees are happy, the customers are happy and in return the organization owners are very happy.

I cannot imagine working day-in-and-day-out at a place that was not fun. Life is just too short for that. A great leader knows how to bring levity to the workplace and inspire their employees to get their job done and enjoy it.

I challenge you today to have fun at work with your coworkers and those you serve.  Make their day a great one!

Thank you Dad for the years of joke telling you have given us!

Happy Monday to you all

Tina

“Humor is mankind’s greatest blessing.” ~Mark Twain

Top Practices Practice Management

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Struggling With Employee Engagement?

If your job includes overseeing others to make sure tasks to run the business are getting done, then you really want to have people on your team that are engaged in order to get the best performance from them.

One of the first things that comes to our mind when we hear the word “engaged” is a couple who want to be wed.  The engagement is a commitment that each of them are making to one another that they both want to become a couple who wish to be married.  They have pledged themselves to one another and are entering a contract together forever.

At work when employees become “engaged” it is similar as above, they have made a commitment to their manager, employer, and organization.  In order for this to happen, they first must feel valued, trusted, and respected.

As with personal relationships when one of the above three feelings is violated or broken the relationship will suffer and possibly end.  The same will happen in the workplace and most likely it will take less to break the engagement than if it were a personal relationship.

One of the key components to keeping employees “engaged” is how they are treated on a daily basis.  How their manager or employer performs consistently will make or break employee relationships with them and the overall organization.

If you are a manager or employer and want to create a productive, engaged, workforce you might want to check into performance training so you can be the best for your team and they will want to become engaged to do their best for you and the organization.

Top Practices Practice Management – Tina Del Buono

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