Working happily in thirty-plus years of private practice
Summer Lotus Dec 12th 4 min read
The aim of any business is not only about profitability but also a happy working environment. Having operated a dental surgery for more than 30 years, we would like to share what has worked for us in our group practice.
My views on running a smooth practice may be applied to any business.
The morning always starts with everyone greeting each other. The expectations are positive – it’s going to be another great day and the countenance on everyone’s face reflects this.
The following are some steps worth noting;
- Pay your bills on time — This is based on the simple principle “ Do not do unto others what you do not want others to do unto you” — Confucius.
We believe that cash flow is what keeps an organization going strong. Just as we do not like others to default or delay their payments, we should not delay payments to staff, suppliers, and other contractors.
This builds reliability and trust. When in need of some help urgently, you bet that they would be there for you in a jiffy. We have good relationships with dental suppliers and laboratories that stretch to thirty years and there has been a 99.5% satisfaction in the delivery of products and services.
Paying vendors asap is not only good practice but saves time as there is no need to post cheques or purchase stamps. Moreover, the look on the sales personnel‘s face who always lights up upon receipt of the payment on delivery is priceless.
The same applies to staff who should be paid by end of the month, period. Reward staff where it is justified regardless of the Covid-19 situation. It should be based on the performance of the business and not the economy that affects some sectors.
2 Never scold others — -There is a Chinese saying that goes “To others be forgiving, to self be strict”. No one is perfect and people are bound to make mistakes from which they can learn to do better.
When someone commits a mistake, he or she already feels embarrassed or even distressed. Pointing out the mistakes further would compound her bad feelings and highlight them to others would put a damper on the relationship. Instead focus immediately on what was the best way the situation could have been handled and let it pass.
Provide solutions not add to the problems. If everyone ‘forgives’ others for their mistakes and makes sure they themselves try not to commit any makes a very favorable working environment.
The leader of my assisting team is a compassionate, patient, knowledgeable, and experienced staff who makes the training of younger and new staff a pleasant experience.
Any small misunderstandings are often nipped in the buds and not allowed to fester.
3 Have a sense of humor —Smile always, laugh often. Life has many stresses and dental surgery is undoubtedly the last place any customer likes to come to. Watching the staff going about their job daily, brisk and blithe, connecting well with each other is the most pleasing sight to behold.
Extending a warm welcome, being gentle, understanding, and patient in handling customers give them reasons to choose us among the intense competition in the industry.
We aim to make sure every customer comes into the dental surgery relaxed and leaves feeling happy that he or she had made the right choice.
4 Good communication with colleagues — The role of each person is clear and teamwork is highly valued. We encourage each person to take pride in her job; catch her doing right and praise her. If she is wrong, then rectify gently.
Our culture of always saying thank you to each other and patients, apologizing where needed is a natural behavior. Of course, using “please” when requesting favors. The significance of these words is underrated but is the lubricant in the smooth running of the business.
Good communication when it comes to talking about work details as well as explaining to patients which involves diagnosis, treatment planning, consent, the prognosis of treatment as well as costs has served us well over the years.
In conclusion, the above steps taken have been proven to work in our practice and we feel strongly that the same principles and philosophy can be applied to other businesses.
Striving for harmony and happiness at the workplace is worth the effort and makes working life more meaningful and enjoyable.
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