How to Get the Support You Need from Your Team

The only way to grow and scale a practice that can run without you is to build a hardworking team to support you. That’s why we make getting your team on board to grow your practice one of the first trainings in our Business Acceleration Bootcamps.

I recently had a conversation with a doctor who was so stressed by her practice, it was making her sick. She had physical symptoms. She had severe pain in her stomach. She wasn’t sleeping. She felt totally overwhelmed.

When I asked her what the issue was, she said her team wasn’t on board with her vision. She was practically desperate to grow her practice, but her team refused to do anything she asked them to do.

She couldn’t take a vacation. She was stressed. She even seemed to second-guess her decision to go to dental school.

My conversation with this doctor got me thinking about why we hire people and how we can position people to succeed.

Many times, dentists can make a big impact on their practice by making small changes in how they lead their team. They can do this by first refocusing on why they hire people in the first place. From there, dentists must make sure everyone knows what’s expected of them to position each team member to succeed. Finally, dentists must make sure they have the right people in the right seats on the proverbial bus.

Why We Hire People

How to Get the Support You Need from Your Team

When we take money out of our pockets and give it to someone else, we expect something in return.

It’s as true in dental practices as it is in restaurants, clothing stores, and coffee shops. We don’t give money to a restaurant unless they give us food in return. We don’t give money to clothing stores unless they give us clothes. We don’t give money to coffee shops unless they give us coffee.

When we hire people, we could do anything with the money we pay them. But we have things in our practice that need to be done and we don’t want to do it all ourselves. So, we take money out of our pockets and use it to pay someone to do things for us.

Many times, we don’t think of the objectives or the tasks that need to be done when we hire people.

We hire an assistant because we believe we need an assistant. But many times, we don’t consider the real reasons why we need the assistant. We hire people because tasks need to be done. We give them money so they can get tasks done and help us and our practices move toward our vision.

We don’t pay people to just show up. We pay people to perform.

Be Clear and Don’t Feel Bad

If you’re struggling to get your team on board, it’s sometimes because of a disconnect in expectations. Your expectations for them aren’t aligned with their expectations regarding what they need to be doing.

Thus, I recommend having a list of required tasks for every position in your office. Make sure every new hire sees what’s expected of them before they’re hired. Make sure existing team members know what’s expected of them. Be clear and don’t feel bad. When everyone knows what’s expected of them, your practice will grow, and your team will support each other.

If you need someone to call twenty patients every day who are overdue for treatment plans, they need to do that. If you need someone to call every patient on their birthday, they need to do that.

As a doctor and business owner, you shouldn’t feel bad asking people to perform tasks. You shouldn’t have to worry whether a team member is going to get mad if you ask them to call people.

That’s what you’re hiring and paying them to do.

This isn’t about being insensitive. It’s about making sure everything gets done and everyone knows what’s expected of them.

Position Your Team for Success

How to Get the Support You Need from Your Team

My team knows I love them and I’ve got their back if they need something. They also know exactly what’s expected of them.

Everyone in my office knows if there are 100 tasks on our task lists, they need to actually get done.

They also know if they don’t do the tasks assigned to them, someone else has to do them.

For example, my team knows my trays need to be done a certain way. I’m hiring them to do my trays, that way, every time. It needs to be consistent. I don’t hire them to get my trays done their way. I need it done the way I like it done. If they don’t do it that way, I need to get someone else to do it.

In addition, dentists need to consider whether their team’s personalities match their positions. Many times, team members struggle because they’re asked to perform tasks that don’t match their personality. For example, treatment coordinators need to be results-driven. People making birthday reminder calls need to be more personable and sympathetic. Front-desk people who greet patients need to be outgoing and positive. Backend support personnel need to be detail-oriented and analytical.

Before you hire people, I encourage you to not just consider people’s resume. I highly encourage you to consider the personality you need for the position as well.

Is Your Team Supporting Your Practice?

How to Get the Support You Need from Your Team

If your team has you stressed, one of many things could be happening. Have you documented the tasks you need them to perform and communicated them to each team member?

Don’t feel bad. Tasks need to get done. You could do anything with the money you pay them. Instead, you choose to pay people that money to perform tasks.

If you still aren’t getting the support you need after making sure everyone knows what’s expected of them, you may have the wrong people on your team. You may also have the right people in the wrong seats. Have you considered the personality traits of your team members or just their resume items and experience?


We will be launching our next Marketing & Practice Growth Challenge soon, which means you should be signing up right now before it’s too late! The challenge is 21 days, with each day taking your practice closer to meeting its marketing and practice growth goals. And the best part is that by the end of the challenge you will see such a difference in the energy and commitment of your team to the business’ growth. Getting the support you need from your team can begin with saying yes to our next challenge! Save your spot here.

2 Questions that Will Make Your Team More Productive

Building a strong team can make or break your practice. That's why building and supporting your team is one of the core principles of Delivering WOW.

We establish a vision and core values for our practice and build a team around us that shares our vision and values. We create systems and KPIs to help our team perform. We create office manuals, invest in training, and use technology to create consistency. We do everything we can to ensure our entire team is working together to change lives.

Even with all those things in place, it’s important to continue to look for additional ways to support our team and improve our practices. That’s why I’m always testing new things in my practice. Sometimes of those things don’t work. Others are nothing short of amazing.

A while back, I started something at our weekly meetings that has been incredible. It worked so well, I started doing it with my Delivering WOW team and shared it with my Inner Circle members, too.

The best part about it is how simple it is. In fact, all you need to do is ask your team two questions. These two questions will make your team more productive than ever. I’m not only talking about financial productivity, either. I’m talking about workday productivity. I'm talking about getting all the little things that go into running your practice done.

Here are the two questions you can ask your team to immediately boost productivity.

1. What are you most proud of this week?

2 Questions that Will Make Your Team More Productive

With all we have on our plates, we can sometimes miss all the great things our team is doing. That’s why asking each team member what they’re most proud of is so important.

Asking your team members to share something they’re proud of gives each person an opportunity to be acknowledged. It also gives you the opportunity to publicly thank them for their hard work. Finally, talking about these things gives team members a chance to reflect on their efforts and how their efforts contribute to the business as a whole. They get to see how their contributions help your practice change lives.

This motivates each team member to go the extra mile to serve your patients in a manner consistent with your culture and core values.

For example, one week, my treatment coordinator shared how she helped a patient get financing for much-needed treatment. The patient didn’t think she’d be able to get her treatment but my treatment coordinator went the extra mile and got her financing.

Another team member shared how proud she was about helping an anxious patient. Because of her efforts, our patient felt special and her anxiety eased.

My team members got to reflect on how their efforts helped our patients improve their smiles and boost their confidence. I also got an opportunity to acknowledge and thank them in front of the rest of the team.

2. Where do you need additional support?

2 Questions that Will Make Your Team More Productive

For many reasons, one of the hardest things for team members to do is ask us for additional support. Some want to please us so much they’re afraid to ask for help. Others might feel insecure about saying they can’t get all their tasks done or don’t know how to do something.

If they don’t ask for help, however, important tasks can be incomplete or incorrect. That’s why it’s so important to ask your team members where they need support.

One time I asked this question, a team member said she was struggling to keep up with making phone calls. One of the things we do in my practice is call each patient on their birthday. It’s a big part of our culture and really important to me that every patient gets a birthday call.

This particular week, a team member had been out sick and her work had to be done by other team members. That left my team member who normally made the calls struggling to keep up.

Before I could offer a suggestion, one of my dental assistants said she had extra time and volunteered to make the calls. This was a great moment in my practice. It was also a great moment for me to see my team members support each other that way.

Get ready to get more done.

2 Questions that Will Make Your Team More Productive

Running a practice is a lot of work. Sometimes, even the hardest-working team members need help and encouragement. These two questions will help you put a focus on getting them the help and encouragement they need. I highly encourage you to ask your team these two questions on a regular basis. Tasks will be completed like never before. Your team will work together better than ever. And you will start to see incredible practice growth and productivity as a result.


If you want help growing, running, and marketing your practice, one simple action that you can take is to join our Marketing & Practice Growth Challenge. In just 21 days, you get to:

  • Complete your 12-Month Marketing Plan 
  • Launch your first or next successful Marketing Campaign, where you will grow your practice’s presence and build relationships with small business owners in your community.
  • Successfully implement whiteboards in your practice to reverse-engineer your goals for more success and more profit.

That’s the kind of productivity we’ve helped over 300 practices achieve! Is your practice next? Click here for more details!

How to Use Google Drive to Get Better Results in Your Dental Practice

How to use Google Drive

One of the biggest struggles in managing a practice with team members is making sure everyone in the office is on the same page. With all the practice operations, marketing, and patient care tasks that need to be done to keep your practice running smoothly and growing, it’s critical that every team member is working in real time with the most accurate and up-to-date information about what needs to be done.

Not having an efficient way to ensure every person on your team is on the same page, with real-time and accurate information about what to do and how to do it can cost your practice thousands of dollars in wasted time, money, and lost business opportunities. Given how big a problem this can be for many practices, many dentists are surprised to hear about how simple and cost-effective Google Drive is as a solution to it.

Here are three ways Google Drive can help you get even better results for your dental practice.

1. Use Google Drive to keep all documents and information for your practice in one secure, central location.

How to Use Google Drive to Get Better Results in Your Dental Practice

Google Drive is Google’s cloud storage, document-creation, and file-sharing service. Part of its suite of software solutions, which includes email, calendar, and other services, Google Drive allows individuals and businesses to create, store, and collaborate on documents, spreadsheets, presentations, and forms online in a manner that according to the HIPAA Journal, is indeed HIPAA Compliant. Google even gives you multiple options to sync and access your files from your computer, so every computer in your office can access files with the most up-to-date information.

2. Use Google Drive to avoid wasted team-member time.

How to Use Google Drive to Get Better Results in Your Dental Practice

So many things can go wrong when team members are not on the same page. For example, two team members could be duplicating efforts, both working on the same project at the same time. The opposite is true, too, in that two team members could both believe the other is performing a task, causing nobody to do it.

With Google Drive, you can create a centralized task list using Google’s built-in spreadsheet program, Sheets, that indicates who should be working on a task, when it should be done, and any instructions you need to be followed.

You could then train all of your team members to check the task list when they come in every day to make sure they know exactly what needs to be done by them that day.

3. Use Google Drive to organize and improve your systems and processes and improve consistency in performance between team members.

The best dental practices constantly improve their systems and processes to ensure they’re following best practices for each task. Because Google Drive allows you to create folders and subfolders, just like you do on your computer’s hard drive, you can store all of your systems and process manuals in one place and update them when one is improved. Google also allows you to share specific documents or folders with your team members using a unique link, just like you would share a web address with them.

Using the folders and sharing functions, you can make sure all of your systems and processes are in one place and up-to-date and share links to any new or updated processes with your team by email with a link to the updated folder or document. They can then click on that link from any computer that is logged into your office’s Google account to access the file or document shared.

This allows you to make sure every team member is using the same system or process to complete tasks, allowing you to delegate with more confidence that the tasks will be performed consistently no matter how is performing them.

Are you using Google Drive to get better results in your dental practice?

If not, what are you using to ensure everyone on your team is on the same page? How much money would it save (and make) you if everyone on your team was on the same page in real time, knowing exactly what needed to be done by them and how? How great would it be to avoid duplicated efforts or tasks falling through the cracks due to miscommunication issues? What would it be like to confidently delegate tasks knowing every member of your team knew where to look for the most up-to-date system or process needed to perform every task in the office? Google offers a number of options for your practice to work together on Google Drive to help you achieve all of these things.


If you are ready to learn the systems that hundreds of practices have used to keep them on track and organized so that they achieve their goals every month — learn more about our next Marketing & Practice Growth Challenge here.

How To Maximize Team Potential With Dr. Emily Letran

Dr Emily Letran

On the podcast this week I had the pleasure of interviewing Dr. Emily Letran. Dr. Letran is a general dentist who owns two multi-specialty group practices in Southern California.  She received her Bachelor of Science in Biology from UC Riverside in three years. She is a graduate of UCLA School of Dentistry (Dean’s Apollonian Scholarship) and received her Master of Science in Oral Biology from UCLA at the same time in four years. After graduation, she participated in the General Practice Residency at Loma Linda VA Medical Center and a mini-residency at Rancho Los Amigos Medical Center (both in CA.).

As a mother of three, Dr. Letran creatively balances work, family life, after-school life and her personal life as a growing entrepreneur.  She continuously takes courses in clinical dentistry, practice management and marketing, attending multiple business forums to improve her skills to better serve patients.  Her favorite activities include reading, creative writing, and “hanging out” with her three children – whether playing tennis, watching Netflix or enjoying Starbucks together.

Dr Letran is an author of several books. “From Refugee to Renaissance Woman” shares her story coming to the US as a refugee at 13 years old, and her newest book, “Commit to Embracing Your Big Life” offers insights and strategies to building a strong business.

Dr. Letran is also a Certified High Performance Coach, helping business professionals achieve highest performance in personal and business life, streamline business and increase profits, winning back time from work so they can enjoy that time with their family, children and pursue their passion.

Dr. Letran is actively involved in community services, sponsoring multiple local school and charity events. She created the Emily Letran Foundation dedicated to providing basic dental care to veterans and families of disadvantaged background, including the monthly Free Dentistry Day, where she and her dental team work to provide free dentistry for the less fortunate in area communities.  Her Foundation is raising funds to attain a mobile dental unit where she can carry her services to outreached communities. The Foundation will also provide scholarships for high performance coaching to help business owners from disadvantaged background get a jump start in growing and accelerating their businesses.

With such an interesting background and life there is little wonder I was so pleased to talk to Emily on my show.

On the podcast we discussed:

  • Dr Letran’s background and how she born in Vietnam and left during the civil war as a refugee – eventually starting her life in the USA
  • Her desire to help business professionals maximize their potential, streamline their business, increase profits and win back time for family and pursuing their passion
  • How hiring her first Associate taught her the value of leverage and how it’s possible to scale businesses through leveraging resources
  • An important aspect of leverage is training and metrics – make sure everyone is trained well and make sure they know the metrics that they / the team are being measured by for success
  • Why she likes her staff take personality tests to find out more about their personality-type. This helps to ensure that people work to their strengths and not their weaknesses
  • What team members can do specifically to improve profitability of the practice
  • How getting the most out of the people who work for you really starts with understanding what they want and what drives them
  • Having the courage to deal with difficult situations like letting people go
  • How Emily found her calling to share her knowledge in order to help others
  • How important it is to find coaches/mentors and to be very specific on what you want to be coached in

Dr Emily Letran Quote Image

Emily has a free ebook that you can download where she shares her story and her business strategies – click here to download.

You can reach Emily via her website-

Here's a short video trailer of the podcast episode:

The Secret to Training New Dental Office Employees to Perform

Having to do everything themselves to ensure things are done consistently well is one of the biggest struggles dentists face when growing their practices.

To start getting some work off your plate, it’s important to identify the most-qualified team members and make sure they have the right skills.

Identifying the right people with the right skills is only half the challenge, however. You still need to make sure they have everything they need to perform how you want and need them to perform from the start.

Effectively training your dental office employees is your key to consistent performance.

That means training them to do things how you want them done and documenting everything you need them to do so they can reference written instructions whenever they have questions. This will get your team trained as quickly as possible and make sure they know exactly what you want them to do and how to do it.

The secret to training dental office employees is to ensure they know exactly what's expected of them and clear instructions at their fingertips if they have questions when nobody's around.

The best way to do that is by creating position-specific employee manuals that walk each team member through your practice and what’s expected of them. Once you’ve created these manuals, go through them with relevant candidates during the hiring process to make sure potential team members know what’s expected of them. Read through it with them and have their supervisor walk them through the tasks described there, so they have done all major tasks described in their manual under supervision before they need to do them on their own.

By creating position-specific manuals and utilizing them as part of the recruitment process, you can more confidently delegate things to team members from the start.

Here’s what to include in a dental employee training manual.

Effective position-focused manuals are comprehensive. Here are examples of information included in my practice’s Dental Assistant Training Manual that you can use for yours:

  • Your practice’s vision, mission statement, and core values. These help new hires understand what your practice is all about, what makes it unique, and the type of team they’re joining. By including these in your employee manuals and reviewing it with potential new hires during the recruitment process, you’re emphasizing that these are important parts of your practice.
  • A detailed job description. An effective job description lets them know the purpose of their position; their daily, weekly, and monthly responsibilities; and important competencies they need to develop.
  • Relevant scripts. If the employee is expected to communicate on behalf of your practice, include scripts they can use for common email or phone conversations. This can be as simple as how you want them to answer the phone or as specific as how to respond to an email inquiry asking about prices for services.
  • A sample evaluation form. Include a sample performance evaluation review form so they know how they will be evaluated.
  • Hours expectations. Include the days and times they’re expected to work.
  • Onboarding activities. Let them know what happens in training and during orientation, as well as what information and documents you will need form them to get them into your payroll system.
  • Training schedules. Include a detailed training schedule for their position, so they can prepare and understand what they will need to do during training.
  • Computer or Internet access information. Help them find any computer or Internet sites they will need. For example, in my practice, we expect employees to be familiar with certain video and webinar training. Some of them are on a YouTube channel with videos we want them to watch. Others are located within our subscription to Dentrix dental software. We include links to all videos or webinars we expect them to watch.
  • Images of things you want done a certain way. If you expect your team member to do something a certain way, include images to let them know what an acceptable work product looks like. For example, with our dental assistants, we include images of packs we want them to set up so they get a visual depiction and can see what we want done, not just read a list of what we want in the packs. We also include pictures and checklists for each procedure they will assist us with.
  • Checklists. If a team member is expected to go through a list of steps on a regular basis, include a checklist. For example, with our dental assistant manuals, we include a new patient checklist, so they can know exactly what to do every time a new patient joins us.
  • General office practices. Finally, include instructions for general office practices that anyone might do. For example, this might include answering phones, making copies, or sending faxes.

With detailed information regarding what your practice is about, how their position fits in, what’s expected of them, and how they will be evaluated, your team members will be positioned to consistently perform right from the start of their employment. This is the key to setting your employees up to succeed and getting every team member working together to achieve your practice’s vision.

If you want help, check out the team of expert coaches, training, and resources we offer in our signature Delivering WOW Platinum Mastermind Program.

You can also join thousands of other dentists helping each other in my Free Dental Marketing and Profits Facebook Group!

How to Know Whether a Potential Hire has the Right Skills for the Job

Identifying the most qualified candidates to join your dental practice is a four-step process that you can’t afford to skip if you want your practice to run without you.

No matter how thorough your screening process is, however, it’s nearly impossible to predict how well candidates will perform once they join your team. Because of that, I encourage you to spend additional time with your most qualified candidates to identify whether they have the right skills for the job before bringing them on board and making a long-term commitment to them.

With dental practices, patient care, privacy regulations, and insurance constraints restrict our ability to invite candidates into our offices to see if they have the skills they say they have before making an offer.

That doesn’t mean there’s no way to test a candidate’s skills before making a long-term commitment to them. Here are three ways to do so.

1. When interviewing, evaluate how the candidate would manage specific roles that come with their position.

For example, when you have candidates who would be evaluating patients and recommending treatment, provide sample x-rays and clinical images and ask them to evaluate them, recommend a course of action, and explain their reasoning.

For non-patient-facing candidates, you can create similar hypothetical situations. For example, you could have finance-manager candidates evaluate and advise you with respect to old financial reports or expense statements.

This method allows you to test a candidate’s skills in a way that relates to what they would be doing at your practice instead of relying on stories they tell you about past experiences that you can’t possibly confirm.

2. Have them serve mock patients with your supervision.

I’d never suggest exposing your patients to a candidate, but you could have another team member volunteer to be a guinea pig for low-risk services to be conducted by candidates you’re especially confident in.

This allows you to put them in a patient-care position without them being in front of actual patients or seeing confidential charts. For non-patient-care candidates, have team members pose as patients to make appointments, cancel appointments, ask about insurance, etc. Have their potential supervisor sit with them, help them as needed, and evaluate their professionalism, skill set, and people skills.

3. Require probationary periods for all new team members.

After going through the four-part screening process and then testing a candidate’s skills through hypothetical charts or mock patients, you should have enough of a profile to make an informed offer of employment.

Even with all that pre-employment screening and testing, I highly recommend you start all team members with a probationary period. A probationary period is a short period of time at the beginning of employment that allows you to evaluate a person’s skills and fit before making a bigger commitment to them.

Probationary periods are often regulated by local law, so I suggest you make sure everything is in writing and approved by a local employment attorney to make sure you act within all applicable laws. For example, some places restrict probationary periods to one month. Others allow three, six, or even twelve months.

During the probationary period, team members are trained on your systems, software, practices, and procedures. Because they interact with team members and often patients, collect feedback from them and hold frequent meetings with your new team members to give them feedback on how they’re doing. I suggest meeting with them once a week during their probationary period.

In general, team members are paid less during the probationary period than they will be if they complete their probationary period to your satisfaction. They also typically don’t qualify for fringe benefits during their probationary period.

Once they complete their probationary period to your satisfaction, however, their pay would generally increase to their full hourly rate or salary, and they would also typically qualify for fringe benefits.

Remember, your team is your future.

Utilizing the four-step screening process in conjunction with these skill and fit screenings takes more time than the typical one-interview screening many practices use, but it’s also one of the best investments you can make in the future of your practice.

Your team members are the key to achieving your practice and patient goals. Having team members you know you can rely on to serve patients well allows you to confidently step away from your practice for a vacation, family event, or anything else you want. Without a strong team, you’ll be forced to either do more yourself, accept mediocrity for your patients (and profits), and even risk significant liability or turnover costs!

If you want to learn more about hiring the best team members for your practice, check out the team of expert coaches, training, and resources we offer in our signature Delivering WOW Platinum Mastermind Program.

You can also join thousands of other dentists helping each other in my Free Dental Marketing and Profits Facebook Group!

How to Identify the Most Qualified Team Members to Bring into Your Dental Practice

Building a Delivering WOW dental practice that can run without you requires a strong team of loyal, motivated people working together in the same direction. Without this, you’ll be forced to work more and do tasks that you don’t enjoy, shouldn’t be doing yourself, or both.

Although many dentists have great existing team members to help them build their practice, natural turnover and the growth you can experience from building a Delivering WOW dental practice often pushes practices into the market for new team members.

When you do so, the stakes are high. Although the right team members can help you build the practice of your dreams, a bad hire can damage your relationships with patients and other team members. It can also cost you a lot of money. For example, according to Samantha Leonard of Stream Dental Staffing Solutions in an expert interview I conducted for my students in Delivering WOW U, 41% of respondents to a survey said they had a bad hire in the past year that cost them at least $25,000!

Identifying the right candidates is paramount to building your practice and avoiding all the costly relational and financial ramifications one bad hire can cause to your practice. These four steps will help you do just that.

1. Know where you’re going and how the new hire fits into that vision.

The first step in any good plan is to know where you want to go. From a hiring perspective, you need to understand where your practice is going in the next three to five years and how this position fits into that vision. For example, if you want to integrate new software into your dental practice, hiring someone with software integration experience or experience with the specific software could help. On the other hand, you might want to avoid someone who tells you they don’t work well with technology. Similarly, if you want to add services to your practice over the next few years, you could target someone with broader experience that includes those targeted services.

Having your plan in mind helps you identify the traits, qualities, and skill sets you need to build the practice you envision and then locate and screen people within that framework.

2. Identify and rank the traits, qualities, and skill sets you need.

Once you evaluate the position within the context of where you want your practice to go, write down the traits, qualities, and skill sets needed for the position. Do you need someone who is detail oriented? Outgoing? Calming? Extra patient? Someone with specific training? Specific experience? Specific skills?

Write down everything that comes to mind. Once you have all the qualities in mind, organize them into three categories. The first category is non-negotiables. Non-negotiables are traits, qualities, and skill sets someone must have for the position. This could include a certification or license, a particular personality style, specific experience, or particular availability. If you need someone every Tuesday because a team member needs to switch days, for example, Tuesday availability would be a non-negotiable. The next category of traits, qualities, and skill sets needed are ones that are “important to have.” These are close to “non-negotiables” but any given one is not a deal breaker. For example, if you're hiring two team members, it might be important that one of them be bilingual, but not necessary that both of them are bilingual. It could also include things like technical capabilities.

The last category includes things that are “nice to have.” This might include things like experience with specific software, in contrast to having general comfort levels with technology. In this case, it would be nice if the person has experience with specific software, but you’ll be fine as long as they’re willing and able to learn.

When putting this list together, think about the specific position you’re looking to fill. If you’re hiring for the front desk, for example, that person will have the first contact with your patients when they walk in the door. Because of that, you’ll want that person to be welcoming.

Having your vision and ranked traits, qualities, and skill sets before you begin your search helps you craft job postings and communicate more effectively with recruiters and candidates. It also helps you more effectively evaluate candidates by looking at how their stated skills and experience match your non-negotiables, “important to haves,” and “nice to haves.”

3. Prescreen candidates before you interview them.

Interviews take time and someone might be a great person with impeccable references and experiences but a poor fit for your practice, the position, or the culture.

For that reason, before I invite people in for an interview, I ask them to take a personality test and answer pre-interview questions. The personality test I use is the DISC personality test, which gives you insights into people’s behavioral styles and whether it’s the right fit for your office and the position. Different positions fit better with certain behavioral tendencies. Introverts and detail-oriented people, for example, are great for positions that involve balancing accounts or ordering supplies. Outgoing and welcoming people may generally fit better in patient-facing roles.

In addition to the personality test, I have every candidate answer a pre-interview questionnaire. My pre-interview questionnaire asks them what they know about our office, why they’re leaving their current position, where they see themselves in five and ten years, whether they can travel for training, if they’re available to work Saturdays, whether they consider themselves shy or outgoing, and their desired salary. The way they answer these questions helps us know whether we want to interview them. This form saves a lot of time and money because in-person interviews take both.

4. Conduct more than one round of in-person interviews for candidates who pass the initial screening.

Finally, I recommend you do at least two rounds of in-person interviews for candidates who make it past the pre-interview screening. The first interview should involve you and the candidate’s potential supervisor. If you and their supervisor are both excited about the candidate, arrange for a second round with key coworkers. The second interview is almost an orientation. Its goal is to see how your other team members feel they’ll get along with the new candidate to ensure a great interpersonal fit in addition to the technical and personality-style fit with the position.

Who will be your next great team member?

Many dentists spend far too little time qualifying candidates. Investing in these four steps can help you avoid costly bad hires, so you don’t end up like one of the 41% of survey respondents who suffered a $25,000 loss in the past year due to a bad hire.

If you want to learn more from my expert interview with Samantha Leonard of Stream Dental Staffing Solutions and have access to the templates I use to recruit superstar team members to my practice, sign up for your 14-day free trial to Delivering WOW U. In there, you’ll find a sample ad I posted for a front-desk team member, plus templates I use for my pre-interview

How to Build An Inspired Team to Fast-Track Your Success with Dr. Hoda Bassiri


In this Episode, I interview Dr. Hoda Bassiri, the owner of Fusion Dental Care.

Hoda shares her story of becoming a dentist and discusses the importance of sharing your story with your team.

She shares the exact steps that she took to grow her practice quickly and discusses how she was able to align her TEAM to help her achieve the practice's Vision.

Hoda also discusses her strategy for building a unique practice culture, and the impact that it had on her practice's growth.


We also discussed:

  • The mindset needed to grow a successful practice
  • The role of the Dentist as a leader
  • The importance of investing in yourself
  • The unique way that she's her team to achieve the practice’ s goals
  • Which systems she has put in place to be more profitable
  • What she's doing to make her practice unique
  • How she's using FB to share her practice’s story
  • How her practice and life has changed since she embraced becoming a Delivering WOW practice


Click here to get Dr. Bassiri's Pearls for Dental Students




How to Keep Your Team Members Motivated

When building a Delivering WOW dental practice, you'll quickly discover that one of your best investments of time and money is in your team.

Although building a better team starts with committing to making sure every team member is aligned with your practice vision, investing in continued training and inspiring them to perform their best, you must invest in keeping your team members motivated if you want consistent and steady growth for your practice.

With a team of motivated and loyal team members in place, you'll be able to delegate more and work less, without sacrificing profits.

With disloyal or unmotivated team members, your patient care will be inconsistent at best. Here are three ways to create a WOW work experience for your team members so you can keep your team motivated and performing their best.

1. Make working for your practice about more than the money.

Make sure working for your practice isn't just about collecting a paycheck. A paycheck might bring them back to work the next day, but it won't keep them motivated to do their best work.

Although this starts with recruiting the right people into your practice, it can't stop there. Team members who see their work connected to things like giving back to your community and participating in charitable initiatives, it gives them regular reminders that their work is connected to a bigger purpose.

2. Support and showcase your team members in public.

Look for opportunities to support and showcase your team members in public. Even small gestures like sharing, retweeting, liking, or commenting on their social posts will build their connection to your practice. Other things you can do is share praise for them online or donate to causes or fundraisers they're involved with. You can also allow them to lead a charitable initiative for your practice. These small gestures remind them they're important to you and keep them motivated to do their best because they'll know that they'll be publicly praised and privately appreciated.

3. Give your team members unique perks.

According to John Ruhlin, author of Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention, one of the best ways to build a motivated and loyal team is to give them unique perks. The best perks to give, according to Ruhlin, are “practical luxuries,” which are benefits that make their lives easier or more enjoyable. For example, Ruhlin budgets $1,500 per employee per year to have their houses cleaned.

Look for ways to invest in practical luxuries for your team members, too. In my practice, I give my team members Amazon Kindle ebook readers and give them books for their personal and professional enjoyment. Be creative. Listen for things they struggle with in their day-to-day lives and look for ways to create a perk to make their lives more enjoyable. How can you make your team members’ lives easier or more enjoyable?

Show me your team and I’ll show you your future.

A well-known quote says if you “show me your friends . . . I'll show you your future.” In business, the same things holds true, only the friends who control your future are your team members.

If your team members are loyal and motivated, your future will be bright. You'll make more, work less, and enjoy your life. If not, you'll struggle and eventually burn out.

Show your team members you care about them. Take an interest in what they do. Make working for your practice about more than just a paycheck. And look for opportunities to give them practical luxuries.

That care and generosity will be reciprocated and everyone will benefit—your team members, your patients, your family, and you.

If you want more ideas for how to motivate your team members, you can still get a 14-day trial membership to Delivering Wow U right here. You could also get ideas from me and over 2,000 other dentists in the Delivering WOW Facebook Dental Hangout on Facebook right here.

2 Ways to Inspire Your Dental Practice Team Members

As we’ve discussed before, building your team holds a special place of significance in your practice. Having the right team in place helps you make more money in less time because it allows you to delegate administrative tasks to others and focus your time on building your business and enjoying what’s important to you outside of your practice.

When we last talked about how to build the right team to transform your dental practice, we walked through finding and testing candidates to make sure they fit the vision and culture of the practice you’re building. This included things like identifying qualities you need in each team member, such as a strong work ethic or good attitude, and incorporating your practice vision and culture into your candidate search.

By evaluating team members and candidates to ensure they share your vision for your practice, embrace the culture of your practice, and have the personal and professional qualities you need, you’ll help ensure you have the right people working with you.

Once they’re on board, however, it’s critical that you keep them inspired and motivated to do their best work on a consistent basis.

Even the most positive, hardworking team members can grow frustrated and uninspired over time. Because of that, it’s important to be intentional about designing your practice so it helps keep your team members inspired and working hard.

Here are two things you can do to help inspire them so you can be confident they’ll help you deliver a WOW experience to each and every patient, turn those patients to raving fans, and allow you to build a practice that helps you achieve your personal and professional goals.

1. Create clear systems and processes.

Some people are surprised that having systems and processes in place actually helps inspire team members. They think having more rules reduces satisfaction. That couldn’t be further from the truth. It’s not that the systems and processes inspire. It’s what having those systems and processes does that inspires and motivates your team members.

Without clear systems and processes in place, you’d have to do everything yourself to be confident it would be done consistently well or train people over and over again to do things that need to be done in your practice. That would be frustrating for everyone.

On the other hand, when you have clear systems and processes in place, you can train people once or twice on following the systems and processes, and then you can be confident they can perform those tasks instead of having to do them yourself.

Clear and documented systems and processes let your team members know exactly what’s expected of them. This sets them up for success and ensures they can do their job consistently well. That’s what helps keep them inspired and motivated. (It also reduces frustration on your part because things will be done right the first time and every time.)

2. Make sure your practice is about more than just teeth.

If your team members share your vision and get involved with community or charitable initiatives, it changes how they view their work. They’ll see an impact beyond the dental care and when people ask them what they do, they’ll connect their work to that greater impact.

When people ask how they like their job, they’ll light up and talk about all the great things your practice does beyond the teeth.

To promote this, regularly give back to the community through things like charity drives, donated or low-cost services, and more. Get your team on board. Reward them for participating. Have fun with it by recognizing their contributions on social media. Let them know that their great work allows your practice to make an even bigger impact.

Connect their work to a bigger story they can be proud of. In my practice, openly acknowledging how much my great and Spanish-speaking team member Mayra’s connection to the Spanish-speaking community helped us serve Medicaid patients who weren’t being served like the greater population helped keep Mayra inspired and motivated because she knew she was making an important impact. It also inspired other team members who helped serve those same patients.

What will you do to inspire your patients?

The key to personal and professional freedom lies in your ability to build a practice that can run without you.

Without inspired and dedicated team members, it doesn’t matter how hard you work, you’ll never be able to keep up, and you’ll never build a practice that helps you build the personal and professional life of your dreams. You’ll be stuck in the office all day, every day because you’ll have to do everything, every time.

Take a few minutes to identify how you can create systems and processes to help your team members take some work off your hands and to make their work part of something much bigger than fixing teeth.

Scheduling for Success With Alex Nottingham

In the latest episode, Alex Nottingham and I dive deep into what really works to get your patients to say yes…

You can pay thousands on fancy marketing, but if your team can't communicate, then you are not going to get conversions!

In this episode, I interview Alex Nottingham, of All-Star Dental Academy.

Alex is the CEO and Founder of All-Star Dental Academy. He has authored the dental practice game-changer book “Dental Practice Excellence” and co-wrote a bestselling book with Brian Tracy. Alex has shared the stage with Michael Gerber (the author of “The E–Myth Revisited”), and lectures nationally and internationally to prestigious dental organizations.

Alex is a former Tony Robbins top coach and consultant, having worked with companies from $1 million to $100 million. His passion is to help others create personal wealth and make a positive impact on the people around them. Alex received his Juris Doctor (JD) and Masters of Business Administration (MBA) from Florida International University.

In this episode we discuss where the magic begins….the front desk. We discuss how to find rockstar team members and how to get them to pour excitement and enthusiasm into the practice. We discuss the secrets to getting your team members to connect with your patients, and how by training your team, your practice will be more profitable and everyone will achieve more.

Links in this episode:

All Star Dental Academy

How to Build the Right Team to Transform Your Dental Practice

Although all six elements of building a dental practice that can run without you are important, building the right team holds a special place of significance.

Building the right team for your practice is much more about vision, culture, and qualities than it is about assembling a group of people with the technical skills to perform tasks. Skills can be taught. Vision, culture, and qualities, however, are often deep-seated personal traits that are tough to change.

The best way to build the best team for your practice, then, is to start with vision, culture, and qualities. From there, you can help your team succeed by putting them in the right positions for them to succeed while investing in their technical skill development so they can continue to grow.

With the right people on your team, you will protect your core values and culture, and your practice will run much more smoothly. That will allow you to delegate more, work less, and feel confident that every patient will get the same great service no matter who serves them.

With the wrong people on board, it doesn’t matter how great your vision is or how strong your systems are, results will be inconsistent at best. When that happens, you’ll either have to do everything yourself or go through the time-consuming and costly process of firing, hiring, and training people over and over again. That’s a recipe for burnout.

Here are five steps to get started assembling the right team for your dental practice.

1. Commit to making sure every team member is a good fit for your practice.

Although this might seem obvious, it’s important to recognize your commitment because even one team member with a bad attitude or poor work ethic can put a big strain on your practice.

2. Identify the qualities you need in your team members.

Take a few minutes to list the qualities everyone will need in order for your team to succeed.

To help you get started, the two most important qualities are “strong work ethic” and “good attitude.” Those are two non-negotiable qualities because they can help overcome almost any obstacle a practice will face. Avoid people who are just looking for a paycheck or who aren’t willing to do whatever it takes to achieve your practice’s vision and goals.

With those two qualities in hand, list other qualities that are important. These need to be specific to your vision and goals. Do you prefer people who live in the community you serve? Do you need people who have a history of volunteering to serve not-for-profits?

With these qualities in mind, you’re ready to transform your team.

4. Invest in and evaluate your current team members.

Assembling the right team for your practice starts with investing in current team members. This requires you to explain your vision, show them how they fit into it, and clearly communicate what is expected of them. Make sure they feel included, see the value of their role in the future of your practice, and understand how to succeed.

This also requires you to invest in your team’s development by helping them grow personally and professionally. Provide tools and resources. Consider providing Kindles to fast-track their learning. We did this at my practice and recommended books to reinforce the vision we were building toward. We then facilitated helpful discussions about the books. Three great team reads are The Compound Effect by Darren Hardy, Eat That Frog! by Brian Tracy, and What Got You Here Won’t Get You There by Marshall Goldsmith. If you’re new to Audible, you can even get a free audio copy of any of those books through my partnership at

When you invest in and evaluate your current team members, you’ll likely find most of them come alive with new energy and get excited about their role in building your vision. You may also find that some existing team members aren’t a good fit, even after sharing your vision and trying to invest in them. If you discover a team member isn’t willing to make the transition needed, I suggest helping them find a better fit. It’s important to be a strong leader and not let a team member’s resistance keep you from building the practice you know is best for you.

We had one woman who thought the transition we needed would be too much work. I understood and told her that this was the new direction we were going with the practice and I was okay if she didn’t want to be a part of it. She found another practice that was a better fit for her. I moved forward with an extremely motivated team.

5. Incorporate your vision, culture, and qualities needed in external searches.

Although including your vision, culture, and required qualities up front will reduce the number of applicants you will get, it will also help filter applicants who aren’t a good fit. This will save you time, money, and frustration.

When people contact your office in response to an ad or a team member referral, continue include your vision, culture, and qualities at every stage of the interview process.

Before scheduling an interview, either you or a trusted team member should ask them why they’re interested in working with you if they’re responding to an ad, or communicate your vision, culture, and qualities if they’re a referral from someone. Listen to their response to make sure they sound like a good candidate before inviting them for an interview.

During the interview, discuss your vision. Ask them to share their ideas about how a practice can achieve that vision. Ask them what it would mean to them to work at a place like that. Ask them what it would mean to the community to build a practice like that. Finally, ask them for examples from their past experiences that demonstrate the qualities you need.

By doing this, you’ll help ensure new team members know exactly what type of practice they’d be joining. You’ll also get valuable information about whether they’re a fit for your practice and not just someone with the necessary technical skills to perform the tasks needed of them.

Your vision, your culture, your team

By including your practice vision, culture, and team‑member qualities in team development, you’ll help ensure you have the right people in place to help you grow the practice of your dreams.

Once you’ve assembled the right team, you’ll be able to delegate more confidently and sleep soundly knowing your practice is in good hands.

Take a few minutes to start walking through these five steps for your team.

Make sure to join us on the inside of the Delivering WOW Hangout, the FREE Facebook Group of the Delivering WOW Community!

How to Get Your Front Office to Rock with Laura Hatch


Laura is the owner of Front Office Rocks, the leader in web-based front office training for dental practices, founded to help and train fellow dental practices and teams. She has managed two fee for service scratch practices, which under her management have both grown to million dollar production offices with an average of 80 new patients per month. Laura has developed training methods that consist of established ideas and practical training that can be easily implemented into any office and focus on exceptional customer service. Laura was recently recognized as one of the top 25 women in dentistry this year.

In this episode, Laura shares why it's so crucial to invest in training for your team. She shares the main roadblocks that dental practices face with getting new patients to come through the door.

She also shares the exact training that she teaches dental teams around the world to get patients to stop the shopping and choose your practice….

We also discuss the business cycle of having the dentist support the team, who WOWs the patients, who grows your practice…with the end result being a WIN-WIN-WIN for you, your TEAM, and your patients!

To Learn More, visit:

Free Patient Flow Resources

Join the Delivering WOW Free Facebook Group

Learn More About FBMastery, The Ultimate Facebook Course for Dentists

How to Create a Profitable Hygiene Department with Debbie Seidel-Bittke RDH

Debbie Seidel-Bittke is the founder of Dental Practice Solutions and helps the dental practice uncover their true potential without working any harder. She is also a top leader in consulting according to DENTISTRY TODAY.

Debbie is also a former clinical assistant professor for the dental hygiene program at USC in Los Angeles and a former hygiene program director at a college in Portland, Oregon.

Dental Practice Solutions takes a holistic approach to creating sustainable profits in a patient-centered environment, by improving systems, services and inefficiencies in the dental hygiene department.

Is this episode, we discuss

  • The one simple system you can implement today to be more profitable
  • The importance of relationship building and communication
  •  Simple ways to increase the retention rate of the hygiene department
  • How to ensure that your patients keep coming back

Debbie also shares exactly what you can do when patients say they don't want treatment..

Links in the episode:

Dental Practice Solutions

What's next:

Download my FREE guide: “The Complete Checklist to Systematizing Your Practice”.

Join the Delivering WOW Hangout, my FREE Facebook Group!

How To Choose The Right Candidate For Your Practice With Dr. Tony Alessandra


Dr. Tony Alessandra is the founder and CEO of – a company that offers online assessments in a variety of critical areas, including DISC Assessments which can be used by Dentists in the hiring process.

As an author, he has written over 30 books translated into over 50 foreign language editions and has recorded and filmed over 100 audio and video programs since 1979. Dr. Alessandra was inducted into the Speakers Hall of Fame in 1985 and elected into the inaugural class of the Top Sales World Hall of Fame in 2010.

In this episode of the Delivering WOW Dental Podcast, Tony and I discuss:

  • Common mistakes business owners make when hiring
  • How you can determine which behavioral style is the right fit for the different roles in your office, and how you can hire your ideal candidate
  • How to build a better team to get get the best of everyone

Tony also discusses how these same principles be used to better communicate with our patients to find out what they really want and to help them accept recommended treatment.

Links in this episode:

The Delivering WOW Free Facebook Group

How to Make More Money on Tomorrow’s Schedule with Heidi Mount

Heidi Mount helps dentist find the invisible profit in their current business. She was a dental assistant and office manager for over 22 years.Then she decided to be a virtual consultant helping offices in the USA and internationally. She is known for teaching offices how to make $500 more a day on tomorrow's schedule and she guarantees to show you or your money back. She has a signature solution for presenting treatment plans where the patients appreciate what you have to offer.

In today's episode, Heidi and I discuss the role of verbal skills in getting patients to accept treatment, as well as the biggest mistake that dentists make when presenting treatment plans.  We dive deep into the simple strategies that dentists can use to increase revenue. Heidi also discusses which questions you should ask patients when you are presenting treatment plans. She discusses how to find out what is most important to your patient, as well as how to deal with resistances. We discuss the importance of letting patients tell you what they want in their own words, as well as the key to treatment planning success.

Links in the Episode:

Coaching Dentist The #1 App that I use to listen to books while in the car or on the go

The Delivering WOW Free Facebook Group


Recommended Books:

Profit First: Mike Michalowicz

The 7 Habits of Highly Effective People: Stephen Covey

5 Love Languages: The Secret to Love That Lasts: Gary Chapman

Building a Winning Team

Judy Kay Mausolf is a dental practice management coach, speaker, and author with expertise in helping others get happier and more successful! She coaches teams how to grow their practices by becoming better leaders, working together better and delivering service with more passion and fun. She provides teams with what they need to know on how to communicate positively, effectively and have a better attitude on a daily basis. She teaches you how to get the team re-engaged and accountable by building relationships based on trust and respect.

In this episode of the Delivering WOW Dental Podcast, we discuss why building the right team is so crucial when dentists want their businesses to grow. We discuss how to hire the right team, and Judy Kay provides specific examples of how to construct the perfect ad. We discuss what to do when your current team members are not the right fit, and how to inspire your team to greatness.  Finally, we discuss the use of Vision Boards, and how they can be a very effective tool to help your team align with the company's vision.


Download the Free Guide Which Accompanies the Episode:




Links in this Episode:

Practice Solutions Inc. The #1 App that I use to listen to books while in the car or on the go

Join the Delivering WOW Hangout: our FREE Private Facebook Group

How To Get the Best ROI From Your TEAM

For many dentists, labor costs are one of the biggest expenses incurred. However, it's interesting how many dentists don't work to turn their employees into a profitable return on investment. If the dentist is not a strong leader, who is committed to building a great team and setting a clear path to achieving the vision of the practice, profits are escaping every day.  To turn your team into an investment, you've got to be a great leader who can build a team that is committed to helping the practice grow, knows what to do, and performs.

Strong leaders have an ability to inspire others, to build other leaders. They are able to paint a picture of how big the possibilities are for reaching massive goals, and enlist their employees to help them exceed them. Strong leaders give clear directions of their expectations and ensure that their employees know what to do. They are not afraid to have uncomfortable conversations, or to speak up when an employee is not performing. They inspire action.

To be a better leader for your team, share your goals and your vision. Make sure that your team knows what they, as well as you, are working for. Make sure that they understand that through your practice, everyone can achieve their personal dreams. If the business is profitable, everyone wins. A profitable practice means that EVERYONE is doing something right. It means that you have an office culture that is different and unique. It means that you have great systems for consistency. It means that you have a great brand. This level of success can not be achieved with you alone. You need your team. A team which can overdeliver and wow.  

Some dentists know that there are people who are not a great culture fit for their practice, but they keep them. They are too afraid to speak up. As a result, their practice will never reach its maximum potential and other employees don't see them as strong leaders. 

That being said, once you have your dream team, invest in their success. Carve out time for weekly lunch and learn/ practice growth sessions, provide your team with kindles and purchase books for them for their personal development. Reward them with awesome team building activities off site, and reward them with bonuses from profits!

Team members need to know that they are there to perform specific tasks to help the business grow. They are not there to hang out for the day and collect a paycheck. They need to know that if you wanted to or were able to perform their tasks, you could keep their wage and do it yourself. However, for any business to grow, it must leverage employees to scale up and accomplish more. Dentists must ensure that their team has specific directions of which tasks they must perform, and they must be held accountable. Take the time to have your best team members create manuals for their positions so future new hires have checklists of all of what they must do. These manuals should include photos of setups for operatories and trays, links to training videos that they must watch in your practice management software, and scripts of how common questions should be answered.

What this team looks like is one which brainstorms on growth strategies. This team prevents waste and negotiates with suppliers to get the best cost. This team is an advocate for the practice and helps to bring in new patients while they are out in the community. This team, in turn, is not an expense, but an investment.  

Invest in being a better leader and in giving your team the tools to soar, and they will return massive dividends!


Dr. Anissa Holmes, a Global leader in Social Media Marketing, and owner of Jamaica Cosmetic Dental Services, helps dentists and small business owners receive massive growth through developing their culture, systems and brand.

Dr. Holmes, through her podcast, The Delivering WOW Dental Podcast and her book Delivering WOW- How Dentists Can Build a Fascinating Brand And Achieve More While Working Less, shares tips for designing a unique business culture to deliver a “Wow” experience every time, strategies to triple leads and new customers as well as strategies to build an amazing team.


How to get your TEAM to Over Deliver

It is very interesting that many business owners say that their team should be satisfied to just “have a job”, or that their motivation should come from within.  

While it is true that your team should be self-starters, you will see their productivity and commitment to grow your business multiply once they feel your appreciation.

Have FUN with your team!  Offices can do bowling, paint-on-canvas parties, surprise shopping sprees, zip-lining, or spa days. These encourage team-buildng, and allow the team and the business owner to bond and grow.  

Many business owners say that they use verbal encouragement. This is, in fact, more important than any monetary compensation that you could provide. Once your TEAM knows that you appreciate their efforts to help your business grow, they will be motivated to give even more. I often comment in front of my customers how I am so fortunate and thrilled to have an Amazing team. My team members say that they have never felt so appreciated!

I personally believe in offering a reasonable base salary, with the remaining compensation based on performance.  That way, the TEAM is vested in the company. They are willing, if needed, to work through lunch or stay late.  They do whatever it takes to please to customers.

Only once the business is profitable, then the team can be rewarded a bonus.  Many business owners give financial rewards without knowing their numbers, or if they are in a position to do so. We were fortunate to give a 1 month's salary mid year bonus.

My team has done vision boards, so they know ahead of time what their bonus will be allocated to. If there is no profit, there is no bonus.  We are all working to achieve our goals, and it just works!


Here’s How to Create a Winning TEAM

The Secret to having a Winning team is to first have a big Vision for your business. This Vision includes where you want to be in 5 or ten years, a Vision of Excellence.  You must then inspire your TEAM to create personal visions for themselves. What are they working for.  It is important for your team to realize that working in your business is a vehicle for them to aquire wealth and income to achieve their personal dreams. The next step is the have strong Core Values to develop your company's culture.  Some top values in my dental practice are “Think Big and Have Fun, Insist on the Highest Standards, Pursue Growth and Learning, and Build Stronger Communities. ”  Once team members are in line with the company's Core Values, they will strive to give you and your customers their absolute best.  Inspire your team to learn- all of my team members have Kindles. Watch Webinars. Implement weekly Lunch and Learns.  Stretch your team to enhance the customer's experience.  

Start to systematize your business so that your team knows what you expect of them and they can perform. Continue to create systems so that there is consistency in your brand. Create manuals for everything. 

The owner's responsibility is to inspire the team, to put in tools and resources for their training to ensure that they know exactly what you want by systems and KPIs. Create a KPI (Key Performance Indicator) Calendar.  Blow it up and and post it in your staff area.  It shows what everyone must do daily, weekly, and monthly.  Once your team knows what they need to do, they just do it.  So take the time, put in the work, make the systems and watch your team grow. Once you do that you will see your team deliver to your customers, and in turn the customers will support the business. Your business will grow.  Once your business grows, guess what happens to the owner?  You grow, you have profits coming in, and then you can do things for your family. 

So everyone is benefitting, the TEAM is benefitting, they are supporting their family.  Our customers are happy, we're changing their lives.  It's just one big circle that goes around and around!