Problem Solved

The Key to Greater Prosperity, Joy and Growth

by Tyson Steele

Occasionally, an airplane in flight will hit a large flock of birds. In order to test aircraft windshield resistance to this type of impact, NASA engineers have developed a unique high speed cannon. This cannon allows them to launch dead chickens at hundreds of miles per hour into the windshields of prototype aircraft. (Weird job, huh?)

Railroad officials in the United Kingdom heard about the cannon and were eager to use it to test the windshields of their high speed trains. They acquired a cannon from NASA, loaded it, and launched a round of chicken carcasses at a train. To their surprise, the high speed chickens shattered the windshield, smashed through the control panels, crushed the seats in the cockpit and, ultimately impaled themselves in the back wall.

Chagrined, and fearing a potential catastrophe, railroad officials sent their windshield engineering data to NASA for help. NASA scientists quickly grasped the cause of the problem and sent the following memo to the railroad. "Next time, defrost the chickens."

Problem Solving

The chicken story is humorous, but there is a grain of universal truth in it. At times, all of us are blind to the obvious, simple solutions to our problems, and we go to great lengths looking for complex solutions.

Perhaps the complex solution comforts us in some way. After all, if the solution is really so simple, how could we not see it? Besides, complex solutions sound so good -- like we actually invented something new.

Of course, most consultants don't like to admit it, but all of the things that work to build your practice, lower your stress and improve the quality of your life have been around a long, long time. In fact, for the most part, as coaches we just help our clients implement the things they already know they should be doing.

The technology used may change, but the foundations for problem solving remain the same.

So, what are the foundations for problem solving in your practice? What steps should you take when looking for a solution? And why do so many solutions seem to fail?

Objectivity

I am convinced that many of us suffer from a crippling lack of objectivity when it comes to practice management. Ultimately, this condition leads to poor decision making, lower profits and more stress.

By learning to approach practice management problems objectively and without prejudice, you are laying the foundation for success.

Place Logic Over Emotion

Let's face it, many of us tend to approach practice management issues emotionally, rather than logically. This is a huge struggle, and it's probably had more effect on your practice than you think.

In our consulting practice, we've seen many examples of this. The dentist who discovers her receptionist was embezzling says, "I suspected something all along, but I was reluctant to approach it." The dentist who has a huge problem with patient no-shows says, "I know I should talk to new patients about keeping their appointment, but I'm just not comfortable with that." The dentist who has a hygienist with production so low that he loses money every day the hygienist works says, "She's been with me for years and the patients love her, what can I do?" The dentist who places a low value on dentistry says, "I know dental fees haven't kept up with overhead, but raising fees seems unethical. I'll just work more days."

Each of these issues is emotionally charged in some way. Yet, each has several logical solutions that will ultimately lead to a better quality of life for the dentist, the team and the patients.

Of course, I'm not talking about completely ignoring emotional content. A good logical analysis will take into account emotional issues and their ramifications in order to arrive at a more holistic solution. (Think Captain Kirk rather than Spock.)

Seek Wise Counsel

It's difficult to distance yourself emotionally from issues you face every day. That's why wise counsel is highly important. Outsiders can help offer an objective view of your problem because they are not emotionally involved.

Unfortunately, much of the counsel dentists receive through seminars, consultants and newsletters today is designed more for the benefit of the advisor than the dentist. Many of the dental "gurus" skillfully play the emotional card. They tell you what they think you want to hear, because that's what sells their products and services. They propose complex solutions to simple problems, because that makes them sound like experts. Often, they circumvent the issue entirely, because that won't offend any one.

We recently talked with a doctor who was posting a net loss of almost $3,000 per month. He had incurred a huge increase in overhead and added several staff members, but production had not increased. He took the entire team to a consultant's out-of-state workshop. They spent several days writing job descriptions, learning about personality profiles, and talking about "touchy, feely" patient relations ideas like baking cookies in the practice. (Don't get me wrong, these concepts do have their place, when a practice is really ready for them -- but in this situation, it's like talking about the paint job on a car with a blown engine! )

Ultimately, no mention was made of the "elephant in the bedroom" -- the fact that the practice was going down the tubes and staff members were in immediate peril of being laid off. No one discussed the "business" of dentistry. No one discussed the importance of profitability to the future of the practice. In fact, no one ever discussed the actual problem. But why do that? After all, the staff had a great time, the consultant got paid, and every one left with an "emotional high."

A wise counselor, on the other hand, provides an objective viewpoint. Like the basketball coach who tells the team that they need to practice more free throws and run more laps, a wise counselor knows that the problem is often fundamental and a simple solution can be the difference between success and failure. Results are what count.

Seek wise counsel from those who are not emotionally involved. Seek it from your staff, from your professional advisors, from your friends and from your spouse. If their criticism resonates with you, if it's sometimes hard to swallow, if it focuses on your role in the problem rather than pointing the finger, then you're probably receiving some excellent advice. Listen to it.

Take Action

Building a great practice is a lot like working out. You begin by just getting started -- just doing something, anything. You do a few push-ups, you walk on the treadmill. Gradually, over time, you develop the ability to bench press 225 pounds and run a six-minute mile. But, if you are going to keep growing, you have to develop a habit. Otherwise, you will eventually end up right where you started out.

No matter where you are in your career, you can always continue to improve. And this is the secret of success, the process of continuing and never ending improvement.

This process requires an objective viewpoint. In the case of dentistry, it requires a willingness to approach your practice as a business, utilizing logic and wise counsel to guide your steps. Emotional myopia will always get in your way.

On the other hand, an objective approach to a problem and a sound, fundamental solution carefully implemented, will lead you, your staff and your patients to greater joy and fulfillment. Perform some self criticism. If there are areas in your life where you have allowed the "emotional card" to freeze your progress, take a close, objective look at your problem, and devise an appropriate solution.