Dental Practice Case Study

Executive Summary

This dental practice had many conflicts among its employees. They would come to a head when the owner was on vacation abroad – 6 weeks twice a year. While he was away, I was hired as CEO to manage any issues, help the staff become more self-sufficient in problem-solving, teach conflict resolution, build the team, and teach better communication skills. He also wanted to sell the business and needed a more stable and experienced staff that worked well together.

Challenges

• To have employees engage with me when they have an issue
• To stop the incessant negative back-stabbing and gossiping between the front and back offices
• To genuinely notice and verbally appreciate the other employees
• To increase the employees’ confidence that they could resolve their issues with each other or via a mediation with me
• To train the employees to be lifelong learners so they will see each other as a source of knowledge and assistance

Action Implemented

• Interviewed management and employees to create a customized Management Plan when the owner was on vacation
• Dissolved the resistance to change through gentle and persistent encouragement and positive reinforcement
• Coached individual employees as needed to meet the next level of proficiency
• Uncovered a toxic employee who was not willing to change and was legally dismissed
• Conducted weekly meetings that were part communication and part training

Outcomes

• The owner did not receive any emails or calls while vacationing
• The staff was willing to resolve issues with me
• The potential new owner witnessed the positive changes and thus, the practice was more attractive
• The Team was able to handle 15% more patients in an already busy practice
• The Team excelled at working together and took pride in their teamwork.

Conclusion
We generated extraordinary results that exceeded even the owner’s best possible expectations. He sold the practice within six months of my final day working there