It’s time to perform a special audit in your practice! This one is called the Invisible Friction Audit. Kiera guides listeners through how to catch problems that might not be very obvious, but are total gamechangers in terms of practice operations.
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Hello, Dental A Team listeners. This is Kiera and today is going to be a great topic. I hope you guys are excited about it because it's going to be an audit of your practice. I think that there's oftentimes invisible friction that's happening inside practices and offices oftentimes don't catch it. They don't understand what's going on and they're like, something's happening and it's just this invisible friction. And so how can we actually catch this sooner in your practice? If you guys are new to our podcast, welcome. I'm Kiera Dent, host and founder of the Dental A Team and the Dental A Team Podcast.
I'm obsessed with all things dentistry, including my last name being Dent. Our mission is to possibly impact the world of dentistry in the greatest way possible and to influence, inspire, and to motivate you to have the best practice, the best life, and the best team that you could ever imagine. I genuinely know and believe that running a successful practice does not need to be hard. I've had hundreds of thousands of clients tell us that, Carrie, you've changed our perspective. You've made this to where...
I feel happy about going to work. You've inspired my team. We've got team members that text us telling us how much they love working with Dental A Team. And that's our mission. That's our passion. That's what we are truly experts in the field for. And today, this is one of those things of like, when you have friction that's invisible, how do you actually fix that? How do you actually make this thing better? How do you make it to where, my gosh, like, like we don't know and how can we catch this? So I wanted to just help you see like, here's the quiet, invisible, almost like.
cobwebs in the back corner that if you are able to figure this out, fix it so it's not there, you're not just walking past it, hopefully your practice will be able to thrive. ? So number one is just like, how long does it take to make decisions to move your practice forward? And delayed decisions, I remember one of my favorite quotes is, a wrong decision is better than like indecision. ? Indecision actually impacts far greater than making a wrong decision and...
I remember I was at this really big financial conference and they were talking about how one of the presidents of the United States, I don't remember which one it was, came in and there was this big thing of who we're going and what different things they were going to do. And it had serious impact. And the president came in and made a decision. like, well, how do you know that's the right decision? He said, I don't. But what I know is us sitting in indecisions costing us more than making a wrong decision. And I've thought about that a lot of, I don't even think half of the decisions we make in a day and day out of a practice.
would impact millions of lives and different pieces. And yet I think we sit on them acting as if they are these big audacious decisions rather than just making a decision. And I think it also builds the decision-making bone in our body where it's like, okay, we just make decisions and we move forward. And I think empowering your team to be able to make those decisions without needing to come through you to make every decision. So for example, like delayed decisions on.
treatment sitting in unscheduled. like, are we calling on those people who's taking responsibility for that? Like, let's just get unscheduled treatment called in on a consistent basis. What about like billing and insurance errors and issues? What about lab cases not being tracked? What about our Invisalign and Ortho cases? What about team members where it's like, let's circle back later, let's circle back later. Like, just make the decision in the meeting and move forward and make sure we count about it.
What about like patients who need multiple touch points to commit and to say yes to treatment? Like, why did CareDent get so good at closing cases? Because I hated the follow-up. So it was always, and like, it's a two, two, two follow-up. But these like delayed decisions or who are we going to hire or what things do we need to have for this or what budget do we have? And I understand that being a business owner is like death by a thousand cuts. Like you just get pummeled with question day in and day out. So it's like.
Let's have set days where we make decisions and like, let's make the decision and move forward. All of us execute on it. Attraction by Gina Wickman is very big on, we come to the table to solve and make decisions and we move forward and we solve them forever. So I think when you have like practices, like this is just invisible friction that you don't realize is there, but it's all these things sit there like looming storm clouds because we're not moving forward. We're not getting them done. We're not actually executing on things. And then we have to,
follow back up and team members need to remember. And I'm just big on interaction they teach a lot about. We have our weekly leadership meetings and we solve the issues. Now, if there's something that's gonna take longer and doesn't need immediate care today, it can actually go on what's called a parking lot or long-term issues. And I think having this in your practice, having this as part of your cadence, if it doesn't need to have your decision today, get it moving, but stop the friction. And what we've seen is like,
When I have practices that start working on this and people have clear owners and we stop the decision fatigue and we stop having a lag in this treatment goes up, schedules get more full, tasks start to get resolved, team members feel like they get answers, doctors don't feel like there's so much sitting on their shoulders. And that's honestly just you moving things forward and having owners of it. So I also think of like when a treatment coordinator owns all of the unscheduled treatment and they own our
monthly goal and they own how many people are supposed to be in there, we increase our scheduling. Like I was your treatment coordinator. So we start getting more people on the books sooner. We start hitting our daily goals sooner. And I've got a cadence of if you don't schedule today, I call you in two days, two weeks, two months. And then I send you a letter. There's no question marks of how I follow up with these people. There's no like, well, call people, Kiera. No, like it's just a set process that we follow. And then we make sure that people are being accountable to that. I think it's just great. Like it's not changing anything. We're not having to bring in more patients. We're not having to change up.
Our marketing, like we just move things along without having the delay. So I think when you guys are sitting in meetings or you're looking at it, like look to see how can we make decisions sooner and solve things forever rather than sitting here and being like, well, we'll get back to that. We'll solve that later. We'll solve that later. Make the decisions, give the clear owners and move things forward. The other one is going to be ? an invisible friction of I think energy and practices have this is crazy. When we walk into offices, we're able to quickly feel
Is this practice thriving or is this practice like truly just like hanging on by a thread or do people not like each other? And I think that emotional piece ? definitely plays. so looking at like, how's our team culture and what things are causing a rift in the culture. So are we making our one-on-ones every single month to find out how team members are truly doing? Are we looking at like, is our schedule consistent to where people know they can get out on time? Or if that's not ? a culture piece, like people just know we're here for two hours afterwards and that's just our culture.
but at least that expectation can be met. What about like where we can add emergency patients? So front office knows, clinical team knows we're not having this like front office, back office divide. What about when we come into a room, is it clear on how we have our procedures set up so that way every person's there we're not having popcorn? What about like doctors like staying on time and if you're not on time, like let's adjust the schedule and then start scheduling more appropriately so that way we're not constantly running into lunch, running behind in the day.
Making sure our patients have all their new patient paperwork Thinking about are we doing Friday five shout outs? Are we doing team? Shout outs where people are looking at each other and like really finding happiness. We're working with each other I think it's just like that energy usually the drains start to happen on energy and culture and it's just that invisible friction when We can't count on our schedule. We can't count on getting lunch. We can't count on getting out on time I remember I worked in a practice and we were quote-unquote off on Fridays
And I was the one who, we had a patient that was scheduled on Fridays, I would be the one who was the assistant to cover. And without fail, every Wednesday or Thursday, the doctor would be like, we'll just add you on Friday. And it used to drive me absolutely crazy. So much so that I went and I interviewed at another office, I got another job, and then Jason got accepted to pharmacy school. And I think about like, why, Kiera why did you get to that space where you were like so dissatisfied? And it was because I could never bank on
when I had time off, I wish that they would have just hired me for four and a half days every Friday I knew. And if like patients didn't schedule, I'd get a Friday off. That would have been better for me to schedule rather than the like hope wish hoping that I have Fridays off. Cause I'm told like, we don't work Fridays unless we schedule a patient. Well, I'm angry with you every single time. Now that you schedule a patient, I don't want to help that patient. Like I do, but I wanted that Friday off. Cause I thought, so how can we give that, ? consistency, the clear expectations clear is kind in these instances.
How do we make sure like, where do we add those ER patients? Where do we have like correct pieces for setting up? What about our hygiene exams? Making sure those are clear. Make sure our patients show up so hygiene's not running behind. Like all these little micro stressors really just eat at your team to where people like myself want to go look for another job. And it's not because they don't enjoy their job. It's just because all these things eat at team members too. And so I think predictability oftentimes like helps people feel safe. I think about
me with Jason, Jason has a great job and it allows me the freedom to go and be a bit more creative and unpredictable in the company. But my team does not need to feel unpredictable. ? I need to create a safe, secure environment. Otherwise team members feel that like, like I said, it's an invisible friction that just causes them to create risks. And so when you have offices that ? really truly keep their numbers strong, like we have strong numbers, we're constant on our cashflow, we're hitting our metrics.
you actually reduce team turnover. And the reason why is because it's not compensation, it's this predictability, like we're solid. And also the business owner is more solid. I remember I did a podcast a long time ago with Dennis Advisors and they said, team members, the best thing you can want for your boss and your dentist is to be a very profitable, like productive practice because the doctor's not concerned about cashflow and there's more stability and continuity within the practice.
? And so, and also what it does is it helps us prepare our days. We're not like chasing, trying to hit our production goals and always doing add-ins. Like it's more solid. Now we still need to maintain that level of flexibility and adaptability because dentistry is not perfect. I think it's, can we get 80 % where we can bank on, I get lunches, I get out on time. Those are big things that are micro stressors for teams. so creates a calm team and stronger execution. So I think we could even ask our teams through anonymous surveys of what are the things that just cause like
rifts or tension or frustration. And then what are the things that bring you like great joy and satisfaction? I'm really big on when I ask these surveys, I want to hear about pain points, but I also want to hear about good. So that way we don't get rid of the good while trying to fix the pieces. Also, you can ask about it in one-on-ones like, hey, what causes the most amount of stress? What causes the most amount of joy? These things are going to help you then be able to fix those little pieces. And then I think like one of the last things of this invisible friction that I see in practices is
like when standards start to slip without noticing. So like our morning huddles start to get shortened, case presentation is like not as consistent or as thorough. We don't have as strong of financial conversations. We're so busy that we're not answering calls. We don't have training. We're hiring a bunch of new people. We're tolerating like a good enough practice rather than excellent standards. I have found that
I think to me that that's just like a car that's like breaking down. Like we're not fixing, we're not taking in for regular oil maintenance. We're not filling it up with the best gas. We're not fixing when things break to where it didn't happen overnight, but it was a slow shift to where I had this great car that I loved and I enjoyed being to where I look at this car and I don't even know where it is. And so I think it's a, let's not, let's not lose the clinical excellence. Let's not lose our standard of excellence because teams want to be part of excellence. And especially in healthcare, these things really matter. Like we,
We follow our morning huddles. We follow our leadership meetings. We have department trainings and meetings. We make sure that we are solid on our case presentation. We're solid on our phone call answering. We're solid on our scheduling. don't lose the maintenance on our clinical and our practice excellence because that's going to really, really, really create friction where you're going to lose great team members because they want to go work for the best. They want to be at the best practice. You want to be the thriving practice. That's great for culture, great for our clinical excellence and great for our
our leadership within the practice. Like that's what we want to be known for. That's what teams strive to be a part of. And so how can you make more of that? And I think like when we let these little things slip, we're also letting other things slip. And I think about like my new year's resolutions and how often do I just let that slip a little bit or how often do I let some of my like, you know, we'll get to it later. I think keep yourself to a high level of standards of excellence because otherwise you do start to decay as a practice.
? And I think patients feel that teams feel that and you accidentally start to erode your practice. So when we look at it, we can actually like once a quarter, could SWAT or maybe once a year we SWAT analysis. So our strengths, our weaknesses, our opportunities and our threats. And maybe on our weaknesses, like where have we gotten a little too comfortable in our practice? Where have we maybe let that standard of excellence drop and it's hurting our culture and it's creating this friction. Those would be a few things. And so when we look at this and we think back on where the invisible friction piece is happening,
How are our decisions and are we taking too long on making them? What is draining our team energy and how can we fix that? And then where have our standards slightly started to slip and we wanna catch those. So those would be some great questions to ask at a quarterly meeting. You can ask them at a team meeting. But looking at this to see like, this is going to be that invisible friction. And if we get those things moving and evolving, there could be other pieces, but I find these really hit hard in practices often. And so I think it's where...
like a car, we don't wait for it to be broken and screaming and we can't get to work. We fix it on when the service light turns on or we make sure we get our oil change on a regular basis or we get our tires rotated on a regular basis. We don't wait for the tire to explode or the car to run out of gas or oil. Instead, we do that proactively. And I think when you look at proactive practices and our advanced and elite practices,
They are constantly SWOT analyzing. are constantly looking down the line. We're constantly checking to see where are we slipping and we're keeping it simple. So we're not expanding, but we're keeping it very simple and we're cleaning out where is this friction happening? So we don't lose team members. We don't have a practice that was like once great and now has deteriorated. We're literally looking to like, how can we boost through this and have it? So I think like a lot of times it's not about like pushing harder for growth and that's how we're going to hit the next level.
A lot of times it's more about how can we make success easier to maintain and sustain. And when we look at it that way, we can avoid like get rid of this invisible friction. We can make sure the undertones of the practice are really lively. And I hope that, I hope you feel the vibe and the energy when you walk into your practice. Feel, it like everybody's a unit, everybody's together. Sometimes it's not, sometimes it's hard and every practice goes through this. So just want you to know, like it's not you, it's not paramount to you, but every single practice goes through hard times. Every single practice goes through
changes. I think when we look at these pieces, I just want you to remember it goes through that. I did talk to my team a little while and I said, I just want to take a moment to acknowledge something important. We're in a season of real growth. And I think acknowledging that and calling it out sometimes is very important. And I listed off a lot of pieces of like, hey, I know this might feel chaotic, but this is meaningful expansion and growth like this requires focus, flexibility, and teamwork.
Growth seasons can feel full and sometimes uncomfortable, not because something is wrong, but because we're stretching into the next level of who we're becoming. The direction we're heading is strong, intentional, and incredibly exciting. This phase is part of building something exceptional and magical, something that truly positively impacts the world in the greatest way possible. Thank you for adapting, staying flexible, supporting one another, and continuing to deliver incredible results for our client. I'm deeply confident where we're going, and I'm grateful to be building it with each of you.
And I bring that up because there was some invisible friction in our company. You could feel the energy was off. You could feel people were feeling like question marks. And I think as leaders, sometimes you might not even need to fix it. You just might need to give a clear direction of this is where we're going. This is the season we're in and things are in a good space. Other times it's because we do have decision lag. We do have draining energy. We do have standards that are slipping. So figure out what it is and then commit to, I'm gonna fix this before.
It breaks. I'm gonna pay attention to these warning signals like I do in my car and I'm gonna listen to them in my practice. And if you need help, maybe you aren't even aware that the warning signs are buzzing off and that's what we as consultants are able to do. We either help fix them as they're blowing off or catch them before they even become an issue. So reach out, let's take a look, let's listen to your practice because truly running a successful practice does not need to be hard. It does not need to be something where you're hoping and wishing that you're gonna have greatness. You actually know when it's more predictable. I believe that success
Should not be something where you're like is it gonna happen or not? Like your success is inevitable. Let's make it happen together So reach out Hello@TheDentalATeam.com or go to our website TheDentalATeam.com book a call I'd love to chat with you me too in person and as always commit to getting rid of that invisible friction commit to having the best practice It's gonna be great for you and your team and as always. Thanks for listening. I'll catch you next time on the Dental A Team podcast