Let's have a little chat about that one employee who is holding you back.
The Grumpy Consultant. Image created using DALL·E by OpenAI.
I've been around the block more times than I can count, seen dental practices of all shapes and sizes, and, frankly, some of you need to listen to the constant complaints about that one. Let's call her Tara. Miss Tara Dactel. One stipulation though ... if you're married to Tara, then disregard the rest of this article. Just go drill and ignore everything.
Tara has been around for years. She knows your practice better than anyone and she lets you know it. It doesn't matter if it's your practice. You've given in to enough tantrums, stern looks, and silent treatments that you've abdicated the role of leader to someone who is more of a dictator.
Don't feel down -- many dentists are amazing clinicians. Very few are great leaders too. It's a work in progress. Perhaps the first step is coming into the modern age of employee management.
Over the years your team (and maybe your patients) have expressed concerns about Tara and the grip she has on the practice. I would go to Vegas and bet money that you've lost very good team members because you chose inaction over stern action toward the Dinosaur Queen.
When she was a young team member (freshly cracked out of her egg), she was given no real boundaries. A leader could have fostered growth and guided her to have better conversations and an open mind. A new or overworked dentist is a bad match for her because there is no mutual growth. Reluctance to change (because it is uncomfortable and humbling) became the standard rather than embracing new technology, trends, and even attitudes toward patients.
Here are some of the ways I've seen Taras harm practices:
- Veto any electronic advancements such as new practice management systems, claims processes, and reminder systems. The old way is more reliable. "What if there is a blackout?"
- Undermine new employees by not supporting them or riling up the troops to sabotage performance. "She wasn't that good."
- Being too rigid with patients. Sometimes patients forget a form or to confirm an appointment. "He won't make that mistake next time, will he?"
- Minimizing your role in the practice. Employees won't trust your leadership if Tara is constantly talking about how clueless you are. "Don't worry. I’ll fix it when he goes back in with the patient."
How do you handle Tara? You stop worrying about what the patients will think. They probably don't even like her. If she's terrible in your office, don't you think she's terrible at church or the book club? Of course she is.
Tara is replaceable. Read that again. She's replaceable. Will it be tough for a little bit? Yes. Get over it.
Once you start peeling back the layers of moss around her desk, you'll see the pile of mistakes and all the issues you thought had been handled. You may discover that a current employee will happily step up and do a better job. What a great way to empower an employee!
Leading a team, guiding individuals, fostering growth: These require a completely different skill set than placing a perfect composite or navigating a tricky root canal. You can't drill your way out of a difficult conversation or hide behind a pair of loupes when it's time to give constructive feedback. It's like some of you are afraid of your own employees. If you just said, "Yeah I am. She's scary," then I get it! I've also been scared by a few Taras. Checking your car tires after a visit is not something anyone enjoys. But let's be clear: You're the boss and the one in charge. It's time to start acting like it.
Wait ... I know what you’re going to say! I'm grumpy and psychic. But I won't be able to find a replacement! Boo hoo. What if Tara just quit tomorrow? Same situation. People are out there -- you have to be willing to put in the effort to find them. Don't settle for mediocre employees just because you're too busy juggling appointments or too intimidated by the hiring process to invest the time and energy to find the right people for your practice.
Think of it this way: Holding onto a bad employee, someone who doesn't share your vision, who doesn't contribute positively to the team, who doesn't treat your patients with the respect and care they deserve, is like ignoring a cavity. It might not seem like a big deal at first, a minor inconvenience, a slight discomfort. But left untreated, it will fester and grow leading to infection. Tara is your infection. Proceed as clinically indicated.
The Grumpy Consultant has a long history of entertaining audiences and sitting side by side with doctors and teams. Grumps has coached both superstars and absolute dumpster fires. Lessons can be learned from both camps along with all the oddballs in between. If you would like to send a question to Grumpy, please forward it to the editor in chief at [email protected].
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
