Systems: Keep It Balanced

Peter Gardell

14 years ago

I have talked about the Apple store many times over the last few months and how their "presence " is refreshing and innovative. I was intrigued by the way they found their own path in attacking the retail world. And wouldn't you know it, they go and re-invent their retail model?

Makes one wonder, but looking at initial response they have another Charlie Sheen move. Why a company with what appeared to be a very successful business model, would take a chance like that, I don't understand. Why shake things up when they had systems in place that allowed for smooth work flow?

As dentists, we have been preached to that to be a successful office we need systems in place. Systems lead to efficiency and allow the staff to follow a decision tree to act with some autonomy. The need for the practice owner to micro-manage is removed. Staff can do their job and dentists can treat their patients.

How many smiling employees do you see at McDonalds who haven't had an attitude adjustment in one way or another? Not many. Just as you get same quality of food worldwide, you get the same blank, bored look on the employee serving you. It doesn't matter how many "Smile at the customer" signs they have hanging in the back. McDonald's has a made systems a science; they have spent more on developing and perfecting systems to make their operations more efficient than they have on developing new menu items.

But beware: Systems can lead to monotony. We have to remember that dentistry is a service industry. We have to make the patient feel welcome, make them feel special. Our patients need to be raving fans and spread the word about us. Monotony does not create an environment that produces raving fans.