Good Christina vs. Bad Christina - How the Culture you Create will Determine the Employee Performance you Receive

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About your Host:

About your Host:

“Brian Wright is a combination of Marcus Lemonis from the Profit and the entire Shark Tank Team. You must partner your practice with his companies.”
Dr. Staci Frankowitz - Orthodontist 

Brian Wright, known as the “Tony Robbins” of Dentistry and Orthodontics, brings a game changing approach that transforms employee and patient experiences. His forward-thinking approach skyrockets culture, efficiency, new patients, starts, revenue, and compliance, while decreasing chaos, stress and advertising costs. 

Mr. Wright is the Founder & CEO of New Patient Group and Founder & Managing Partner of WrightChat. He is the host of the New Patient Group Podcast and faculty for AlignTechnology. He is also a trusted speaker for many other respected companies in and outside of healthcare. 

Some fun facts about Mr. Wright. He is a husband and father of two. He was an umpire in professional baseball and still teaches college and high school umpires across the nation. His wife was a professional dancer for the Houston Rockets and the Houston Texans. His grandfather, Robert Kessler was on the Wheatie's Box for inventing the running jump in basketball. 

Today's Episode.

What if creating a positive work environment could transform your practice's success? This episode of the New Patient Group Podcast offers a heartwarming and insightful story about Christina, an exemplary employee who flourishes in her dental practice due to exceptional leadership and a supportive atmosphere. Listen as Brian Wright, our host, shares his conversation with Christina and her office manager, uncovering the key elements that make Christina love her job and consistently go above and beyond.

Discover the powerful strategies that can elevate your practice by fostering a collaborative and encouraging environment. Through Christina's journey, Brian highlights the significant impact of valuing employees and providing the tools they need to succeed. This episode is packed with actionable insights for doctors and practice managers determined to enhance team performance and patient care while creating a workplace culture that retains top talent and drives productivity. Join us for these essential lessons to help take your practice to new heights.

New Patient Group - The Employee & Patient Experience Co.

Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  

- Leadership
- Sales Fundamentals
- Hospitality
- Consumer Psychology
- Verbiage
- Presentation

Learn How to Apply the Skill Sets Above to each of the following:

- Existing Patient Experience
- New Patient Experience
- New Patient Phone Call
- Existing Patient Phone Call
- Digital Workflow
- Treatment Coordinator Exam
- Doctor Exam
- Financial Presentation
- Pending Treatment FollowUp
- Handling and Overcoming Objections 
- Trust & Communication Transfers 
- Digital Marketing
- Patient Compliance
- Clinical Assistant Chair Side Conversations
- Clinical Assistant Conversation with Parents 
- Remote Monitoring (If, applicable) 
- Clear Aligner Starts and Profitability (If, applicable)

What to Expect from Implementing the Above Skill Sets:

- Improve Leadership and Culture
- Improve Mindset and Motivation
- Improve Employee Experience
- Improve Patient Experienc

Transcript

Speaker 1: 0:00

Hey everybody, brian Wright here and welcome into another edition of the new patient group podcast. Before we get started, have an exciting announcement for you. We are having a treatment coordinator only MPG iconic event this October 2024. This is something for our private coaching customers. They're already investing in this so we can't wait to see all those treatment coordinators at the event. It is going to be amazing.

Speaker 1: 0:20

The feedback from our past events is best event I've ever been to and we have a wonderful video in the podcast description below of some TCs and doctors talking about the iconic event that they came to January of this year in fact. But we're also opening up this event to people who are non-customers, so you can go to the podcast description and click that link. It'll take you to the TC description of Iconic and everything you'll need to know and you can sign up right there and register. It is a fast growing event.

Speaker 1: 0:48

We are not looking for a trillion people. We want this to still be private, very hands-on and a lot of role plays, a lot of challenging the mindsets to where your TCs will come back to your office after this day and a half event in our fabulous training facility here in Colorado Springs and they will be transformed like you cannot believe. They will be motivated like you cannot believe people that are experts in sales, hospitality, consumer psychology from outside of your bubble and you're going to be able to bring that expertise inside your practice to skyrocket your conversion. So looking forward to everybody signing up and us having another fantastic MPG Iconic event, this time for treatment coordinators only. Now let's get back to another edition of the New Patient Group Podcast.

Speaker 2: 1:45

Welcome aboard the new patient group flight deck. Less chaos Check. Less stress. Check Less advertising costs Check More personal and financial freedom. Ah, check, All right. Business checklist completed. Let the takeoff roll begin.

Speaker 3: 2:07

Welcome to season seven of the new patient group audio experience, a podcast dedicated to forward thinking doctors wanting to learn innovative ways to run their business today so your practice can achieve new heights tomorrow. And now your host. He's the founder and CEO of new patient Group, managing partner of RightChat and a trusted motivational speaker for Invisalign OrthoPhi and others, brian Wright.

Speaker 1: 2:39

Hey, new Patient Group and RightChat Nation. Welcome inside the broadcast booth, brian Wright here, and welcome in to another edition of the New Patient Group podcast. Got a cool one for you today. This is a real life story. I've kind of been keeping in the bag of goodies now. This was actually a couple years ago and I'm excited to talk about it.

Speaker 1: 2:56

The girl's name was Christina and Christina was a fantastic employee and this is how I know. So one day I'm in the practice and I don't want to bring up practice's names. I was in the practice and she and I don't want to bring up practices names. I was in the practice and she and I were talking to each other and I was asking her some questions about do you like it here? It was a newer practice, right? This was the first time I was there. Do you like it here? You know, are you excited to show up to work? What are things that you don't like? And her response right away was Brian, I love it here. I am just. I show up and I'm excited every single day. It's an amazing place to work. The office manager here is always willing to help, always making sure that we have the right things to do our job, always pumping us up, just doing whatever she can to make us better. The doctors are involved and it's just an awesome place to work and I love going the extra mile. And later on I was talking to that office manager manager and she's like yeah, christina's amazing, I really love Christina. And I gave props to the OM, like hey, look, there's a lot of things that she gave you major props on, and one of the reasons why Christina's great is because of the environment that you are creating as the office manager. Like you are doing one of many roles that is your responsibility and that is to help make other people better, make them feel safe, create an environment where people can thrive. But something very interesting came up in Christina and mine's conversation as she was saying how much she loves it at that practice. She also said to me you know I only work here a couple of days a week, right. So to make ends meet, there's another practice that I actually work into and I said, oh, okay, well, how do you like it there? And she goes I can't stand it there, right?

Speaker 1: 4:34

The office manager is constantly trying to find ways that we're doing things wrong. She is, you know, constantly in our face about it, telling us you know, hey, you're doing this wrong. You're doing this wrong and the doctor's not engaged. Right. When we have meetings wrong, you're doing this wrong and the doctor's not engaged. Right. When we have meetings, the doctor's not even there. If we're watching an on-demand course or doing a learning environment, maybe a lunch and learn with one of our reps, the doctor's just not there.

Speaker 1: 4:58

Really, the office manager doesn't pay attention. We get yelled at a lot and I was thinking in my head I didn't get a chance to talk to that office manager because they weren't a customer. But I'm thinking in my head I didn't get a chance to talk to that office manager because they weren't a customer. But I'm thinking in my head look, here's the exact same person, right? Christina. One environment she's a rock star, right? The office manager said she's amazing. And Christina said how much I love it in this office and the office manager is helping us out, and it's an environment where we're making each other better and we're helping each other, we're picking each other up, et cetera, et cetera. Then you take the same person and you put them in a different office and they're miserable, right? And she even told me look, I'm just guessing here, but the office manager probably doesn't like me much, right? If you talk to her, she's probably going to say I make mistakes and I'm not motivated, and blah, blah, blah and everybody.

Speaker 1: 5:48

The lesson here today is sometimes now employees watching you have a responsibility to be great, no matter what. I think you owe that to the person that's handing you a paycheck every single day, but here's the reality. You can take a really great environment and you can prop up people that may not be that great, or you could take a person that I'll say that the other way around, you could take a person that's not that great, maybe an average employee, maybe less, you know, maybe you're taking people that you don't even like, but you create the right environment, you can boost them up into excellence. But the opposite can happen too, right? You can take somebody that's really good, like a Christina, and if you put Christina in a bad environment, that's really good like a Christina. And if you put Christina in a bad environment, christina all of a sudden becomes not such a good employee.

Speaker 1: 6:35

And this is a valuable leadership lesson to so many of you out there that, as you critique people and say we've got to get the right people in place and so-and-so is not a good employee, the problem may be you. And this is where leadership is such a trained skillset Everybody. It's such a ongoing, infinite journey of looking at things differently and learning how to communicate differently and learning how to make people safe, learning how to make people better by creating the right environment and, look like I said, employees. Sometimes it is on you, right. Sometimes we as leaders can do everything we can to motivate and coach, inspire, and some people you're just never going to pick up. Right, you're never going to pick them up and that's just life.

Speaker 1: 7:16

But the majority of people I'm a big believer that if you strive to create the right environment, you're going to get Christina's. But if you strive and you don't, or not to create the right environment and you don't have the right environment, you're going to get Christina's right. Choose the environment that's going to create the great Christina, not the one who's the same person but says she hates her job and is not that good in this place, but is great here. You have a choice and this is why leadership is a learned skill set and so important for this infinite journey that we call business and we call life and employs your career. Hope you enjoyed today. Create that right environment and you're going to get the right Christina's out there. Everybody, thanks for listening. Have a great rest of your week. We'll talk to everybody soon. Bye-bye.