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July 1, 2019

People Before Profits!

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Eggshells,Elephants,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental management, dental office, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, experience, focus, gossip, Habits, Judy Kay, Judy Kay Mausolf, leadership, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, sustain, team, Thoughts, wow — Judy Kay Mausolf @ 6:22 am

This message is focused on the management style of great managers! The reference to managers includes dentists as they may either manage or support the manager. What I find at the core of all great managers is the viewpoint of putting people before profits. It’s often a huge change in mindset for many to shift the focus from profits to people. The ironic result is that the profits are much greater when we focus on people not profit. Great managers do the following to exemplify the principle, “People before Profits”.

Clarify core values and eat, breathe and sleep them. In other words live them by example modeling the waddle. I suggest limiting core values to no more than four or it becomes confusing for the team. Please email me at JudyKay@PracticeSolutionsInc.net if you would like to receive a sample of core value words.

Hire and keep people based on character as well as skills sets. Never sacrifice character for skill sets. Toxic Performers (people who are highly skilled and toxic to their co-workers) are not welcome to become or stay as part of the team regardless of their level of skill and longevity.

Develop a training program with defined weekly growth expectations. Conduct weekly growth reviews with the new team member for the first 90 days. The growth review is a discussion of accomplishments, obstacles and opportunities an how to help the new team member to succeed. The focus is on catching people doing things right and showing recognition versus catching people doing things wrong and criticizing.

Establish a schedule that is a realistic pace centered on patient care and service and not just the bottom line. It is essential to provide consistent exceptional service and care to patients and move at a speed which the team can be accurate, detailed and complete without running into the next appointment.

Don’t kick the dog. In other words point the finger and look who can be blamed when the wheels fall off. Which they most certainly will some days! Instead co-create as a team…what can be done next time to keep the wheels on! The question to ask is, “So this happened so now what could we do?”

Communicate using positive constructive conversations that build others up instead of criticizing and tearing down. A good conversation starts with showing appreciation for 3 positives per one growth opportunity. A great conversation includes 5 positives per every growth opportunity. People have a tendency to highlight what they don’t like and take for granted what they do. What is amazing is once the focus becomes seeing the positive the negative often seems very small in comparison. People lean in and try harder when they feel good about their accomplishments. People shut down and stop trying when they feel bad.

Include the entire team in the decision making process. People want to know that their ideas are heard, understood and at least considered. Thoughts and opinions must matter to management in order cultivate creators versus victims. A huddle or team meeting setting where most can attend is the perfect setting. Before implementing any change always get feedback from the entire team. Discuss potential obstacles and the opportunities to overcome. The bottom line is valuing people over profits will boost the practice culture, patient experience and the bottom line! A triple win!

Please email me at JudyKay@PracticeSolutionsinc.net and put R.I.S.E in the subject line if you would like to receive my R.I.S.E. Implementation Process white page.

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June 1, 2019

Is Your Practice Out of W.A.C.K.? Get Aligned! Part 2

Filed under: Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Eggshells,Elephants,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, change, Coaching, communication, cusotmer service, Decision making, dental management, dental office, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, experience, focus, gossip, Habits, Judy Kay, Judy Kay Mausolf, Manager, o.r.a.n.g.e, Patient experience, performance, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, sustain, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 8:00 am

In Part 1 of “Is Your Practice Out of W.A.C.K.? Get Aligned!” we defined the 3 levels of performers and top 6 stressors that reduce engaged rowers into lazy riders or disrupting resisters. In Part 2 we will illustrate the acronym W.A.C.K. to re-align, re-engage and re-ignite your culture!

W.A.C.K. is an acronym for:

We Team
ABC Standards
Core Values
Kudos Culture

The W is for We Team. The We Team is made up of all owner/partner doctor(s) as well as the practice administrator. I suggest We Team’s schedule weekly We Team meetings. The practice administrator becomes the designated point of entry where the team brings all questions, requests or concerns. They are to share the questions, requests or concerns at the We Team Meeting. The We Team discusses and come to a decision or solution. The practice administrator shares the We Team decision or solution with the team member(s).

The A is for ABC Standards. ABC standards are standards for attitude, behavior and communication. Creating ABC Standards together as a team will help align the team and cultivate a service culture that is happier, healthier and higher performing! ABC Standards increase clarity, unity, accountability, consistency, level of service, and your business reputation; while preventing the chafing and disagreements from assumptions and opinions of who is right and wrong.

Have a team meeting with the entire team to discuss ABC Standards for your practice. Ask each team member to share what they feel they need from each other to be able to work together better. I find using a big easel pad with markers to write down the responses helps to generate more participation. Be specific and define what it means in words, actions, body language and tone of voice.

The C is for Core Values. Doctors it’s very difficult to get your team aligned if you don’t know who you are and what you stand for. What 4 words in order of priority describe your core values for your practice? Would other people be able to recognize those values in your practice? For example, my 4 core words in order of priority are: Lifter, Authentic, Happy, and Committed. Doctors if you don’t know what yours are stop reading and take some time to reflect. They are important to know because they will help guide your team in their decision making to align with your goals and objectives. Core values become a blue print on how to live and work together. Every action or attitude is to be examined before proceeding. Does this action or attitude support the core values of the practice? Which takes us to the fourth fundamental.

The K is for Kudos Culture. A Kudos Culture is showing appreciation to nurture value and purpose. Value and purpose are what reignite people! It starts with the entire team knowing and be aware of what is good and right in their practice. We often see what’s negative and wrong with each other. Instead, focus on what is good and right and verbally reward those behaviors with statements such as “I am proud of you”, “Great job”, “Way to go” or even a simple “thank you”, or “kudos”. In a very short time, everyone will begin to feel recognized, important, and cared about because they know they are being seen and praised on a daily basis. I love this kudos stuff because it really works. It only takes one person to get the ball rolling in the right direction. The person could be you! You don’t need permission to start. Just reward what is good and right such as good moods, good attitudes, uplifting mindsets, even just a smile. I’m not talking about sappy, disingenuous gushing! I’m talking about simple, heart-felt appreciation. Show appreciation for other team members’ attitude, actions or behaviors by implementing following steps:

Show your appreciation as immediately as possible after the event or action you want to point out and reinforce.
Be specific. Avoid general clichés and statements.
Mention how the action or behavior was personally helpful or supports the team vision, values, and purpose.
Keep it brief. Long, detailed compliments can be uncomfortable and sound fake.
BE GENUINE! This isn’t about being insincere to manipulate others.
Ask if there’s anything you can do to provide further support or service to that person or team.

You will be surprised how quickly appreciation fires up the team! Implement the four WA.C.K. Fundamentals in your practice and re-align, re-engage and re-ignite your team!

Email Judy Kay at JudyKay@PracticeSolutionsInc.net to receive your copy of Appreciation & Celebration. Type in Appreciation & Celebration in the subject line.

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May 1, 2019

Is Your Practice Out of W.A.C.K.? Get Aligned! Part 1

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Energy,Fear,Focus,Goals,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental management, dental office, Dental Practice, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, experience, focus, gossip, Habits, Judy Kay, Judy Kay Mausolf, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, sustain, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 6:41 am

Imagine what would happen to your practice if your team was happier, more cohesive, and performing at a higher level? Please continue reading, Is Your Practice Out of W.A.C.K.? Get Aligned! Part 1 if I have peaked your interest!

I have the privilege of helping dental teams co-create a happier, healthier and higher performing culture. I have found the key is getting the team aligned with core values and collectively working together to achieve practice objectives.

When I think of getting aligned I can’t help but think of chiropractors. Chiropractors use hands-on spinal manipulation and other alternative treatments to align their patients’ musculoskeletal structure, particularly the spine to enable the body to heal itself without surgery or medication.

Doctors and managers, having you team personally aligned to your core values and working together to achieve your objectives will enable the culture to heal itself from negativity, stress, low morale and poor performance.

The upside of getting aligned creates enormous benefits, not only in terms of implementation, but also in terms of sustainability, teamwork, attitude, accountability, training and performance!

Getting your team aligned starts with understanding and identifying the three levels of performers. The three levels are rowers, riders and resisters!

Rowers are the high performers we strive for the entire team to be! The average team has 30% rowers. These people are engaged, happy and passionate. They love coming to work and can’t wait to tell everyone they meet about their awesome doctor(s), team and office! They are connected, loyal and proud and are your best walking bill board for the practice. They are excited to learn new things and embrace growth. They have big picture-long term focus. Rowers measure their success by the long term success of the patients, practice and team. The goal is to keep them engaged and rowing!

Riders are the biggest group of performers and make up 52% of an average team. They are not engaged but difficult to spot. They do show up every day but lack passion. Their job is just a paycheck. Riders do not take initiative instead they do the bare minimum to get by. Good enough is their motto. You will find Riders distracted with lunch, after work plans and their cell phone. Anything is more interesting than work. The goal is to help Riders rise to Rowers.

Resisters make up 18% of an average team. You know who the resisters are because they demonstrate their unhappiness on a daily basis. They enjoy making others miserable as well. They always have issues with everything and everybody. 80% of management time is spent listening to resisters whine and complain. Resisters fight change and resist growth and are unwilling to help others. You will often here them say things like; “they should be able to do it…I shouldn’t have to help them!” The most negative trait of a resister is they sabotage and undermine their engaged co-workers. The goal is to get them off your bus as soon as possible. Very few resisters ever become even a rider.

So what happened that your practice ended up with riders and resisters on the team? I assume that you didn’t run an ad asking for riders and resisters to apply and then hired them. Most likely you hired rowers who were engaged people that became disengaged over time. So what made them disengage? Stress is the leading cause of the disengagement that converts rowers to riders or resisters!

The top 6 stressors in a dental practice!

Lack of training
Schedule is a nightmare
Working at Mach 10 speed limit
Kicking the dog – blaming each other
Lack of appreciation and value
No foreseeable change

We can reengage our team by removing or reducing the top 6 stressors in our practice. Please email me at JudyKay@PracticeSolutionsInc.net to receive a copy of the Top 6 Stressors. Tune in next month to learn how to re-align, re-engage and re-ignite your culture by implementing the acronym W.A.C.K.!

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April 1, 2019

Managing Micromanaging! Part 2

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Eggshells,Elephants,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental management, dental office, Dental Practice, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, experience, focus, Habits, Judy Kay, Judy Kay Mausolf, leadership, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, sustain, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 6:00 am

In Managing Micromanaging! Part 1 we covered the four signs of a micromanager and why someone becomes a micromanager. This blog’s message is focused on how we can help a micromanager lessen micromanaging.

The first thing we can do to help a micromanager is to try to understand and try to ease their concerns. The best way to do that is to an ongoing clear communication. I suggest weekly updates or what I refer to as FYI check-ins. Give detailed progress notes so the micromanager is kept in the loop of the progress and current status. The key to building trust with the micromanager is consistency. Always do what you said, when you said and how you said you would do it!

Principles to Remember

Do:

Do everything you can to gain the micromanager’s trust
Know what motivates and worries them and try to ease their concerns
Provide regular and detailed updates so the micromanager is kept in the loop of your progress

“Success is the ability to lay your head on your pillow at night your integrity uncompromised!”~ Tanja Diamond

Here are some Be’s to build trust to help minimize micromanaging?

Be Clear!
Ask questions
Be specific
Take concepts to measurable action steps
The following questions can help create clarity:
What specifically do you want me to do
When exactly do you need this by
How specifically do you want it done
How do you want me to keep you up-to-date on the progress
Where do you want me to do this…if pertinent
What else do I need to know to do this right

Be Realistic!

Avoid OCD-over committers disease
Ask yourself – based on what is on my plate can I realistically complete the task in the time allotted
Under promise and over deliver
You may be able to do anything but you can’t do everything

Be Reliable

Do what you said when you said and how you said you would do it
Ask for help when you need it
Inform when you can complete
FYI and keep others in the loop

The first step in changing micromanagement behaviors in ourselves and others is being aware and understanding their impact! We can conquer controlling tendencies by focusing on our actions and reactions!

Please join me when I present Managing Micromanaging at AADOM Annual Conference in beautiful Orlando, Florida on July 19, 2019! Click on this link www.dentalmanagers.com and use code JKM. Please contact Judy Kay at Judykay@PracticeSolutionsInc.net if you would like to speak with her to learn more about how she can help you cultivate a happier, healthier and higher performing culture.

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March 1, 2019

Managing Micromanaging! Part 1

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Eggshells,Elephants,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental management, Dental Team Performance, Dentistry, drama, energy, experience, focus, Habits, Judy Kay, Judy Kay Mausolf, leadership, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, sustain, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 6:01 am

You may work with someone who is a micromanager or maybe you are a micromanager. Most people don’t strive to be a micromanager. Managing micromanaging is not easy to do. Micromanagers are often motivated by anxiety. “They are often perfectionists and nervous about anyone else being able to do things as well or in the way they would do them.

Many micromanagers feel the need to hover in order to monitor efficiency, or to keep things on track, especially if someone has made mistakes in the past. Others simply don’t know any better. Dentists don’t go to school to be managers and often times become micromanagers. Managers may be promoted into a manager role because they were great at completing tasks. Often times without proper training.

We tend to promote the person who does the best job at the individual level and not the best potential manager. Why? Because it’s easier to see who is a skilled worker then it is to determine who would be the best at managing and empowering others.

Here are four signs you may be a micromanager!

Your greatest fear is losing control!

You have a need to control, you’re obsessed with watching and knowing what others are doing. Everything must be done the right way…which really means your way or you’re not satisfied. You often change trivial things even if it is done well because it is not exactly how you would have done it. You tell others step-by-step of how the task has to be done and leave no room for their input. As a result you suppress their growth. Being controlling out of fear will actually make you lose control.

You know best!

Believing you know best, you think your employees and co-workers’ work is not good enough. Your actions communicate that their work is substandard. You don’t give them the opportunity to share ideas or use their skills, talents. Instead, you implement your ideas and make decisions based only on your knowledge. Believing you have all the answers, you do everything yourself. This attitude alienates employees and co-workers and causes them to doubt their own capabilities.

You believe most people don’t work as hard as you do and often waste time and resources!

One of the most negative traits of a micromanager is judgment of others. Micromanagers question whether others are working to their capacity. You spy or demand proof that they are doing what they are supposed to be doing. This lack of trust creates stress for everyone. Constantly judging and prying will eventually create lack of trust, respect and engagement.

You think delegating is a total waste of time!

You usually run out of day before you run out of tasks. Everyone has the same amount of time during the day. However, your day seems less than others. Lack of delegation leaves everything up to you to get done. You’re overloaded with trivial tasks and projects that rarely get completed. Lack of trust in delegation and communication with your employees and co-workers forces you to micromanage. Practice developing your delegation skills to reduce your workload and give employees and co-workers a sense of ownership.

So if we don’t desire to be a micromanager why do we become a micromanager? There are three main reasons someone becomes a micromanager:

Fear of failure in the past experiences
Need for perfection
Only example we know

Check out my next blog and learn what you can do to help a micromanager lessen micromanaging. The first step in changing micromanagement behaviors in ourselves and others is being aware and understanding their impact!

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January 29, 2019

Building a Brand That Builds Loyalty!

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental management, dental office, Dental Practice, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, experience, focus, Habits, Judy Kay, Judy Kay Mausolf, leadership, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, purpose, R.I.S.E., service, show your shine, success, sustain, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 6:37 am

Building a Brand That Builds Loyalty! Our dental-care will evolve more in the next 20 years than in the previous 50. On the horizon is a bright and exciting future…with the qualifier…that we must be willing to embrace growth and change. This change involves a high-touch, high service, and high care patient experience…not just fixing teeth! It means building a brand that builds loyalty!

There is a buzz of fear in the dental industry. Many dental teams fear they are going to lose their existing patients to new doctors, group practices and corporate dentistry. The truth is patients who are happy with their dental office seldom leave. We lose existing patients only when we haven’t created enough of an experience to build loyalty. There are two exceptions…the patient has relocated…or they only came to your office initially because you were a participating provider of their insurance and are no longer. AND they only, only, only, only…did I say only…care about insurance coverage.

Happy patients as a rule our loyal patients. If we want our patients to be happy it is important to consistently deliver a good experience from the start. Notice I said good not exceptional. The ironic part is the patient’s experience doesn’t have to be exceptional. Patients are happy with consistently good. Consistency reinforces expectations. When the patient’s expectations are being met they are happy and loyal. Consistency builds loyalty and trust…it builds a brand!

A brand is who we are; who we say you are; and what our patients experience consistently. It must be all three. It is in essence our reputation. It’s the 2 or 3 adjectives our patients use to describe our office…friendly, awesome, caring, high-tech, always late, always upsell. What do your patients say about your practice? What is your brand? If you don’t know it is time to find out. People are loyal to brands they like and trust. Is your brand worthy of your patients’ loyalty?

Let me give you an example. I love EVERYTHING about Heinz Ketchup…the color, the texture, how it pours and most important the taste. I can count on Heinz being the same every time. I am loyal to Heinz Ketchup. I would never, ever, ever even consider tasting another ketchup let alone buy it! Regardless of the cost, because I can definitely find cheaper; or the latest and greatest, or even Aunties homemade. Heinz meets my expectations every time so I am totally loyal. I ask you to take a moment and think about the brands you are loyal to and why.

Let’s talk about cost for a moment. Marketing has sold us a bill of goods when it comes to cost. We are told to run ads focused on free or reduced. It’s not the cost that stops people from buying…or we wouldn’t see so many people with iPhone or Samsung phones glued to their ear…you get the picture. Cost is a deterrent when there is lack of value. Are you building a valuable brand?

If you don’t already have a valuable brand or any brand for that matter there is no better time than the present to build one.

Doctors it starts with you clarifying your vision, your why for what you do. What is the reputation you desire? Who are you and who do you want to be at your core? Simplify it by reducing it to 4 core adjectives in order of priority. If it is more than four it will be confusing for your team and your patients and will not create a clear brand. Next involve the team in a team meeting setting. Share with your team the 4 core adjectives that support your vision for your brand. Discuss as a team how you can create a consistent experience reflecting these adjectives with every patient at every visit. What do your patients need to see hear, touch, smell and taste to think, feel and experience the brand. I can’t stress this too much…consistency is key. If you don’t have consistency you have don’t have a brand. It is necessary to be consistent 5 out of 5 times with every team member, every patient, and every visit. Consistent and congruent with your people, services, amenities, systems/protocols, and transitions. It only takes one less than experience to weaken or diminish your brand and lose patient trust and loyalty.

For example, let’s go back to ketchup! If Heinz came out with a new and improved ketchup and stopped making their original…shuddering thought!

I would give the new and improved impostor one chance. If I didn’t love it…if it didn’t meet ALL my expectations for Heinz I would no longer be loyal. I would now be open to trying any new ketchup in town!

Build a brand your patient’s value and it won’t matter who comes to town!

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January 1, 2019

Service Starts With The TEAM!

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Energy,Fly-bys,Focus,Goals,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental Practice Management, Dental Team Performance, Dentistry, energy, experience, focus, Habits, Judy Kay, Judy Kay Mausolf, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, purpose, service, show your shine, success, sustain, team, value, weeds, wow — Judy Kay Mausolf @ 6:53 am

Service Starts With The TEAM!

I often find there is a misconception about service. A belief that service starts with the patients and doesn’t really pertain to the team. In other words we must treat our patients exceptional but not so much each other. It’s as if there is an entirely different set of standards for patients than there is for the team pertaining to attitude, behavior and communication. What I refer to as the ABC Standards. Service starts with the team!

I have the privilege of working with dental teams nationwide to help them create a happier, healthier and higher performing service culture. I witness some team members (including doctors and managers) treating other team members poorly. That same poor behavior towards a patient would be grounds for dismissal.

We make excuses for our behavior. We use labels and say this is just how we are. For example, I am direct, which really means, I say whatever is on my mind without any regard of how I may make you feel. Or I am a non-morning person, which means because I am a non-morning person others should just understand my moodiness.

What confounds me is watching the same direct or non-morning person flip a switch and turn it on for their patients. It is like watching a Jekyll and Hyde transformation. We believe it is acceptable to turn the respect and kindness filters off for each other. After all we wouldn’t want to be fake would we? We also know they will just accept or put up with our poor behavior. We frequently even turn it off for the people we love the most like our family. I find it thought-provoking that we put filters of kindness and respect on for strangers and acquaintances and don’t for the people we care about and love the most. Something seems a little backward with this behavior.

It’s time to put the filters back on and start service with the team. I teach the Golden Standard; treat each other as well or better than you treat your patients. Now that doesn’t mean lessening the standard for patient service.

Creating ABC Standards for how the team will treat each other will help cultivate a service culture that is happier, healthier and higher performing! ABC Standards increase clarity, unity, congruency, level of service, and your business reputation; while preventing the chafing and disagreements from assumptions and opinions of who is right and wrong.

Be Likable

Give benefit of doubt

Be Honest

Be Compassionate

Be Trustworthy

Have an Ownership Mentality

Be Respectful

Lead by Example

Be Reliable

Be Appreciative

Be Fun

(If you would like to receive a copy of my ABC’s Sample Standards please email me at JudyKay@PracticeSolutionsInc.net and write ABC’s Sample in the subject line.)

Create a document titled Team ABC’s Standards Document with the team standards. Print it out, frame it and put it on display wherever one can see it daily. A lunch room or locker room often works well. Your daily huddle is a great opportunity to create accountability. Discuss on a daily basis how they did the previous day as an individual and as a team supporting the standards. Where did they rock it and where can they raise it? The more you discuss your standards on a daily basis the more real and alive they become.

It is crucial that the ABC Standards are adhered to by the Leadership Team. The team will look to leadership and mimic their behaviors. Never create something you are not comfortable supporting. Everything starts and stops with leadership. It’s time to model the waddle to a happier, healthier and higher performing team culture!

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November 30, 2018

Shifting WIIFM (What’s in it for me) to WIIFT (What’s in it for them)!

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Eggshells,Elephants,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental management, Dental Team Performance, Dentistry, drama, energy, experience, focus, gossip, Habits, Judy Kay, Judy Kay Mausolf, leadership, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 5:57 am

Shifting WIIFM (What’s in it for me) To WIIFT (What’s in it for them)!

Our world seems to have become very focused on WIIFM (what’s in it for me). Imagine the effect if we shifted our focus from WIIFM to WIIFT (What’s in it for them). We may not change the entire world but we could definitely impact where we live and work. What if every decision every person made on your team (both at home and at work) was centered on WIIFT?

Think about what it is like to work with your colleagues, employees and employers. How different would your work place be if everyone focused on what they could give or do for each other? So, instead of thinking what’s in it for me, or how does it affect me. We think about what’s in it for them. We ask ourselves, what could we do to make their life easier or better at work? How could we help them more? Kindness, respect, trust and accountability would thrive in a WIIFT culture! The effects of focusing on WIIFT would far outweigh a WIIFM focus.

A successful leader never focuses only on WIIFM. When faced with a new policy, procedure, product, or service, they should consider the question, WIIFT? The subtle difference is that the leader is thinking about the best interests of the team and the patients instead of themselves.

As a consumer I have had many bad experiences with WIIFM policies. Just recently, I had an experience where the company changed their policy within a few days after we had spoken and would not honor their prior policy. Their WIIFM response was, “We are so sorry but it is no longer our policy!” If they would have taken the time to explain the why based on benefits for me it would made for a very different experience.

Consider if you focused more on serving your patients based on WIIFT. For example, seating the patient early instead of finishing a cleaning or organizing task. Utilizing a Syrijet to make the injection pain free. Purchasing prophy paste and other products based on taste. Supplying blankets, neck rests etc. for comfort.

What about your home life? How different would your actions be if you focused on WIIFT? What’s one thing you could do that would make the biggest impact for them? Reflect on each family member individually. How would changing your actions affect your relationships? How would the overall atmosphere change? The value of focusing on WIIFT may actually benefit you as much or even more!

My husband Steve is awesome! One of the awesome things he does is that he makes me special coffee every morning before he does anything else. And no there is no alcohol involved! J It is a pumpkin latte with special cake spice drizzled on top. Steve says he is sprinkling my coffee with love. This one simple consistent act makes me feel very loved and special each day. It is an example of putting another person first…in other words WIIFT. How he makes me feel essentially benefits him as well. The happier I am feeling about him the more I want to do for him. WIIFT actually generates a circle of positive responses and actions!

It is important to always tell the other person what you are doing and the benefits. Whether it is a patient or coworker or family member, if you explain clearly how what you are doing affects them, you are more likely to create value. The better you do this, the more they will understand the benefits. Put yourself in their shoes. Think about the benefits. How is what you are doing a value or benefit to them? Will it make their experience easier or better? How will it make them feel? What are the long term benefits? How will it affect their life?

You can help them understand the benefits by completing a formative phrase:

The benefits of this is…
What this means for you…
Why this matters…
How this will affect you…

Can you envision the amazing culture this kind of thinking would generate? Everybody would be helping everybody to succeed. It would be a win for all. It is more sustainable when everyone wins. The outcome will be a happier, healthier, higher performing culture! Hmmm…It sounds pretty good doesn’t it?

Well, all it takes is one step. Here it is! Ask everyone on your team (both at home and at work) to dedicate this week, as WIIFT week. There is only one rule. Before anyone takes any actions or makes any decisions, they must first ask themselves what’s in it for them (by them I mean others). Their actions and decisions must always be in keeping with what benefits the other person.

What are you currently doing that you could stop doing? What are you currently not doing that you could start doing or do more of?

Just wait and see the awesome benefits of cultivating a WIIFT culture! Have a meeting with your team or family to discuss the changes and benefits at the end of the WIIFT week. The ironic thing is that when we focus on WIIFT we often end up with as much or more WIIFM results! So maybe WIIFT actually ends up being WIIFU (What’s in it for us)!

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October 1, 2018

Achieving Authentic Success! Part 2

Filed under: Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Eggshells,Elephants,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, Assumptions, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, dental office, Dental Practice, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, experience, focus, gossip, Habits, Judy Kay, Judy Kay Mausolf, leadership, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, sustain, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 6:22 am

Achieving Authentic Success! Part 2

In Part 1 we talked about how confidence can help us be our authentic self. When we are confident we are free to choose who we want to be. We stop worrying about what others think and stop relying on others for affirmation.

This message is focused on how the power of perseverance and commitment can help us to achieve authentic success.

Perseverance is what helps us keep going when the going gets tough. I am an overnight success. LOL that is if you call 12 years overnight. I am blessed to have inherited my mom’s perseverance to succeed. You could often hear her say; “Come hell or high water this is happening!” Trust me it did. We never doubted whether mom would get the job done even against insurmountable odds.

I started my coaching business August 1, 2006. The next six months I visited over 200 dental offices in Minnesota to introduce my coaching services only to receive a resounding NO response. My awesome husband, Steve continued to cheer me on even though his heart was breaking for me. I finally started to get a tiny bit of interest but not enough to really stay afloat. One of my closest friends suggested I stop wasting my time and get a real job. (FYI she is no longer in my life). Her words were a challenge like waving a red flag in front of bull. Growing up on a farm in North Dakota we learned you pulled yourself up by your own boot straps. I had tried to do it all on my own and finally realized I needed some help. Two dental industry giants, Lois Banta and Linda Miles were there to lift me up. I attended my first SCN (Speaking Consulting Network) Meeting June of 2007 and haven’t looked back since. (www.speakingconsultingnetwork.com) I am forever grateful for their mentoring and support and I am honored to call them good friends.

Many of us have had someone during our life time help lift us up. Surround yourself with people who inspire you. Develop strong relationships with others who have complementary skills to help you succeed. Perseverance doesn’t mean we have to do it all on our own. Perseverance means we do what we need to do to succeed. Let me clarify; as long as it is legal, ethical and done with integrity! These fundamentals are a given and expected yet we often see just the opposite. “Success is the ability to lay your head on your pillow at night with your integrity uncompromised!” Here are some reminders of dos and don’ts.

Do what you said when you said you would do it
Don’t claim you are someone you are not
Don’t step on someone else to step up
Don’t plagiarize from others
Don’t be vague and misleading
Don’t do something you know is wrong and think it is okay as long as you apologize later

Commitment is the third component to achieving authentic success! It takes commitment to daily action steps to achieve the results we desire. Remember to avoid O.C.D. …over committer’s disorder. Be realistic about what you can commit to doing consistently. Consistency is the key. Something you do occasionally will never be sustainable. In order for us to sustain something it needs to become a habit. The average habit takes 66 days of precise and consistent practice. Once something becomes a habit we don’t even think about it we just do it. My good friend Dr. Uche Odiatu simplifies how to consistently eat healthy and exercise. He has created a 7 minute exercise routine to help those who don’t exercise at all get started. Don’t forget to celebrate each step of the way. The joy happens during the journey!

Here are some steps to help you shine!

Define your 4 core values.
- Make sure they are what you are enthusiastic about, and not someone else’s dream.
- Share your core values with others.
Clarify your goals and objectives for the year.
- Know your strengths and the areas you need to grow.
- Embrace daily habits that help you achieve your goals.
Surround yourself with people who inspire you.
- Develop strong relationships with others who have complementary skills to help you succeed
- Focus on what you can do to lift others.
Don’t compromise your core values, your health, or your family.
- Challenge yourself to do difficult things to help you grow.
- Do only what is legal, ethical and with integrity.
Enjoy the journey as much as the final destination.
- Be grateful for what is and celebrate even the small things daily.

Every day we have the opportunity to show up authentic and be our best us, we can be. Every day we have the opportunity to shine. Every day we have the opportunity to serve and impact others in a positive way to help lift them up to shine. When we do we achieve authentic success! TA-DAH!

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August 30, 2018

Achieving Authentic Success! Part 1

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Customer Service,Decision Making,Dental Practice Management,Eggshells,Elephants,Energy,Fear,Fly-bys,Focus,Goals,Gossip,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Leadership,Leadership Matters,Meetings,Mindful Talk,Mindset,Motivation,Orange Energy,Patient Experience,Patient Focused Practice,Performance,Philosophy,Positive Psychology,Positive Thought,Practice Solutions Inc,Practice Time,R.I.S.E. Philosophy,Relationships,Respect,Rise & Shine,sarcasm,Smile & Shine,Strategy,Stress,Stress Monsters,Success,Sustainability,TA-DAH,Team Building,Team Meetings,Team Relationships,thought leader,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, dental, Dental Coaching, dental management, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, experience, gossip, Habits, Judy Kay, Judy Kay Mausolf, leadership, Manager, o.r.a.n.g.e, Patient experience, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, purpose, R.I.S.E., service, show your shine, success, sustain, team, team building, Thoughts, value, weeds, wow — Judy Kay Mausolf @ 6:11 am

Achieving Authentic Success! Part 1

It seems as if the Universe has been nudging me to write this message. I have been witnessing and extraordinary amount of people being fake by pretending to be who they are not. Just turn on the T.V. and listen to the news. It’s becoming the norm in every industry. So many people talking the talk but not walking the walk. It is not our words but our actions that speak our truth. Thankfully there are still those who choose to live an authentic life.

I love the quote by Maya Angelou, “When someone shows you who they are, believe them the first time.”

The intent may not be to deceive others. It can unintentionally happen when we have not taken the time to explore and know our true self. The fear of what others may think and the desire to fit in also pushes many to be less than authentic.

While sadly to say there are others who intentionally mask who they are and become a chameleon to get what they want. These behaviors are dangerous whether they are intentional or not. They don’t merely hide but transform who we are. We become who we impersonate.

This message is focused on showing up our best authentic us in an often times artificial world. “Today is a great day to show your shine!” ~ Judy Kay Mausolf. This quote reflects the core of my belief system and is the compass of my life. It is my mantra for serving others in this day, not waiting until the opportunity which may never come again.

Do you have a quote or statement that reflects your core belief system, your compass in life, your mantra for serving others? If not, what would you like it to be? As important as it is to have a business vision statement, it is even more important to define personal core values. It is key to limit it to a few core words or it dilutes clarity. What four core words in order of priority would you choose? Having core value words will help guide us in our decision and actions. They will help us show up to shine every day. For example my four core words in order of priority; lifter, authentic, happy and committed.

Lifter – lift others up to shine
Authentic – be true to who I am
Happy – be present, grateful and celebrate life’s gifts
Committed – perseverance to continue to succeed in when difficult

In life things don’t always go our way and people can be interesting. Interesting is a great way to describe difficult personalities and behaviors. Having four core words helps us to be who we want to be even when our emotions would lead us astray. I heard a powerful quote from Fred Joyal during a recent interview webinar discussing culture. “The gap between reaction and response is wisdom!” Our response will support who we choose to be when we take time to think before we react.

Maybe some of you aren’t necessarily thrilled with the role you are playing in your life right now. It is never too late. You can change how you live your life starting today. In every breath we take we have the opportunity to continue to grow and become the person we choose to be. Day dream for a moment. Imagine, what would your life look like if you were your best you? What core values would you add or change? What would you start doing and what would you stop doing? What daily action steps would you need to take to support those values?

It takes confidence, perseverance and commitment to show up and be our best us. Confidence, perseverance and commitment are what separate the people who talk-the-talk from those who walk-the-walk. All three are vital to achieving authentic success!

Let’s start with confidence. The more confidence we have in our self, the less likely we are to sway in our beliefs and give in to the noise from others. Real confidence comes from knowing who we want to be and accepting our self…our strengths and overcoming our limitations…in contrast to depending on affirmation of others.

I remember when I was starting my business, Practice Solutions Inc. in 2006. I had advice on what the best, proper, or the only way to do things. I realized quickly I had to decide what the core values of my coaching/speaking business would be to avoid having my business philosophy change daily on the whims and beliefs of others. Much of the advice I received focused on monitoring numbers and the bottom line. What rang true to me was to not focus on the bottom line. Instead I chose to focus on happy and healthy doctor, team, and patient relationships built on trust and respect. A healthy sustainable bottom line would be the result not the focus. Yes, it would still be important to know, understand and monitor numbers, systems, and protocols to know the health of the practice. However, the practice’s success would come from the change in mindsets, attitude, and communication resulting in happier, healthier, higher performing culture.

It’s time we stop worrying about what others think. The truth is we are so busy worrying about ourselves we don’t spend more than a few seconds worrying about others. Do you even remember what the headlines in the news were yesterday? If you are like most you don’t…and it was the headlines. We have been given the gift a life. What a shame it would be to waste our life being someone we are not.

People are drawn to people who are confident in being real. It’s time to be authentic and show our quirky and unique nuances to the world. Our sense of people’s authenticity has an enormous impact on how much we trust them, how comfortable we are with them, and how willing we are to follow them. Sharing our authentic self is a vital, essential piece to becoming true to our self and our core beliefs. When we share who we really are and what we are passionate about, our message comes across loud and clear and rings true!

Tune into Part 2 to read about the power of perseverance and commitment to achieve authentic success!

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