Hello ChiroSecure viewers, and thank you for joining me today. I’m Kim Klapp, founder of Assistants For Chiropractic Excellence. Now, before we delve into increasing attitude, action, and accountability in your practice, I want to take a moment to applaud ChiroSecure. Yay. Now, I absolutely love them. They have best coverage, exceptional customer service and they give so much back to the profession, including sponsoring these programs.
I’m also grateful that you’ve chosen to watch today. In addition to the coaching program that I run, I’ve been managing Dr. Tom’s practice in Ann Arbor, Michigan for 25 years. If you have any questions at all, hiring, training, practice systems, just post it and I’ll be happy either to answer it during today’s show or afterwards.
Now, there is a great story about an entrepreneur who wanted to build the perfect car, so he rented it with a warehouse and built it with the 150 Best Cars Ever Built, and then he told his engineers to find the best part in each of the cars that he had purchased. They decided to take the engine from the Mercedes, the door handle from the Buick, the transmission from the Toyota, the best rack and pinion steering from the Ford, and so on, and so on, until they had a car assembled out of the 15,000 best parts that human minds could engineer.
However, the cardigan function. Didn’t drive. My point is, in your practice, it doesn’t matter if you happen to have a fabulous rock star front desk CA, an incredibly talented doctor, a massively talented account director. Everybody is skilled. All the talent in the world doesn’t create a team unless people learn to function that way. It’s all about function, kind of like chiropractic. A team is more than just a collection of individuals coexisting.
Now, speaking of cars, I absolutely love this quote from Henry Ford. “Coming together is a beginning, keeping together is a progress, and working together is a success.” Now, one of the best ways to do that is to hold weekly team meetings. Now, before you roll your eyes at me and groaned, I understand that there are a lot of reasons that chiropractors don’t like to hold them. I hear all too often that, “Oh, Kim, they’re a waste of my time, they’re a waste of my money.”
I actually had one of the docs say, “Count how many people on my team. Now, multiply that by their hourly rate and tell me, am I getting… That’s so not worth it to me.” Other people complain that it just turns into some negative venting session. However, it doesn’t have to be like that. First of all, if you hold them regularly, not when there’s just a problem, it’s amazing how that changes the dynamic. I remember the only time my parents ever called a family meeting was when we were going to get grounded.
Another point is that everybody on your team gets a chance to speak and share. I want to share with you today how to make them really positive and growth oriented. Today, let’s talk about how to have an effective team meeting so that you can actually increase the attitude, action and accountability in your practice. We actually have CAs that look forward to our team meetings and I promise it can be a great return of investment on both your time and your money.
Here’s our agenda and we have this set up in OneNote, so that everybody on our practice can bring it up on their phone or their iPad and can contribute. If you’d like to link to this file, just email me, email@example.com, and I’ll make sure that you get the link, so you can edit as you choose. Now, notice something, that we start and and with mindset. That’s how critically important it is. Now, we hold our meetings during our lunch break on Mondays. It really helps to set the tone for the week.
We are closed for two hours during the lunch break and our meetings typically last 30-45 minutes, depending on what’s going on. Now, when they are held in our office, we begin with our team visualization and that takes about three minutes. Now, we have everybody close our eyes, we work on our breathing and we listen to the practice visualization that Dr. Tom created. It actually walks our team through positive emotions that are generated by all the different aspects of our practice reaching our goals.
How much it helps the community and how much it helps each of us on an individual basis. It focuses on how it feels so amazing to witness so many miracles of health and happiness as we all experience joy, growth and prosperity. We really like starting out our team meetings with the visualization, because it helps us clear our minds. All that minutia of the day that clogs it up otherwise. It elevates our consciousness to focus on expansion.
Study after study has shown, with athletes and musicians, if they spend a certain amount of time visualizing practicing, either their game or their instrument, they achieve almost the same improvement as those who physically practice for the same amount of time. It’s amazing the difference that visualization makes. If you know that already, why don’t you incorporate it into your practice? We actually incorporate it every day during our huddle.
Let me run through our weekly team meeting agenda. Now, if we are holding our meeting at a restaurant, which we do luckily every week that we hit our new patient goal, we skip the visualization. Looks like I got a little ahead of myself. Instead, we’re going to focus on the lasting purpose. To give, to do, to love, to serve out of a sense of abundance. That’s how we get our mindset started when we are out at a restaurant. Like I said, if we hit our goal the previous week, Dr. Tom buys everybody on the team lunch on Monday. That, of course, makes it a positive meeting right there.
Then, we re-center ourselves on our first priority, which is always the patient experience. It’s really easy to give lip service to the patient experience being your first priority, but when you stop and look at everything in your practice, it can be a challenge to keep the patient experience as your first priority. Always re-centering on that is a huge help. Then, we focus on our duty priority. That’s anything in our practice that brings a new patient into our office or back to our office according to the doctor’s recommendations.
We spend a lot of time honing those different protocols in our practice, because we always want to, again, keep that in the forefront of our mind. Then, we focus on our practice goals for the week. Both for new patients, obviously, and for weekly visits. Once we’ve created the right mindset and focus, then we share our status updates. For example, what’s Dr. Tom’s travel schedule going to be? How many people do we currently have scheduled for our next Workshop on Wellness Dinner? What our dressing is going to be on our next Monday Fun Day, which is every single week?
Any update on team training. If we happen to have a new CA in our office, what they’re being trained on. I really find that helps keep their training timeline from stagnating. We also go through any office image improvements. Spring is a great time for that exercise where you physically walk around your practice and see what needs some tweaking and what needs to be redone. Painting is really inexpensive, maybe some posters are yellowed, maybe some furniture need some help, whatever the case may be. Make a list and start tackling them. It’s a lot easier for accountability if you put them on this list.
Same thing with equipment. Maybe there’s some things that are working in your practice and it makes it a lot easier if you have it on your agenda each week. We also have, then, our results from our initial visit survey, the one that we email out to all of our new patients after their first visit. We have three versions of it based on which doctor they saw. They all look the same, so they don’t know that they’re categorized that way. Anyway, we like to track how many new ones we got in for the week and, if they’re on a scale from 0 to 10, obviously, we want track the 9s and 10s.
Then, next we tackle our refreshers from the previous meeting, because we don’t want it just go by the wayside when we talk about something once. We want to make sure that we’ve ingrained it, that we’ve got it all the way incorporated into our systems and that it’s working well. Then, of course, we want to talk about any new business. It looks like I moved a forms inventory to OneNote. Yay, I love OneNote. Where everybody can access it. And we’ve got a team builder coming up. If anybody wants to join us, we’re basically painting [poor 00:09:16].
All right. Then, we do a statistics evaluation, because you want to check your statistics versus your goals. You can’t manage what you don’t measure, so take a look at your statistics and see if there’s something that needs some attention. Then, we also like to do a systems evaluation to see if there’s anything there we need to work on. Maybe it’s with [SIPA 00:09:38] or our appointment systems, our financial consultation systems. Maybe we’re going to schedule some time to watch a ChiroSecure show, whatever the case may be, during that team meeting.
Then, we probably spend the most time going over both our current and our future internal marketing events. Now, while we have our annual calendar for our internal marketing events, we have everything planned way in advance and, honestly, the eye rolls that I feel when I see somebody post on Facebook, “Hey, tomorrow is blank, what can we do for that?” We are not talking about that today, but anyway. At least during our team meetings we want to make sure that everybody on our team is clear on what’s coming up in the next three months.
Now, that really helps us build the enthusiasm and excitement that we need to make it a success. When we are talking about each month for internal marketing, that means that we are going to talk about a simple step to share with our clients, which topic we are going to focus on that month for health. We are going to talk about what monthly special we’re going to feature for a product in our office and which internal marketing event, like I alluded to earlier, that we’re going to have each month.
Now, during the meeting, we brainstorm solutions to any challenges. In the practice of, let’s see, Dr. Tom’s been in practice since 1980, so you’d think in that amount of time, were there any challenges? Absolutely, there’s always a new challenge going on, so instead of focusing on those challenges though, we brainstorm solutions. When it comes to brainstorming solutions, here are my three rules. Number one, collaborate freely. All too frequently, when you have somebody on your team and they share an idea in a meeting. The first response is something negative.
No, that won’t work or we already tried that. If you shoot your team members’ ideas down, no one’s going to feel comfortable sharing, so keep that in mind. You want to keep an open mind and have people collaborate freely. Now, we don’t like to focus on the challenges, like I mentioned, so we simply state what they are and then we put our thinking caps on and brainstorm solutions. We want to keep an open mind, so we simply ask, who has an idea on how we can do a better job with fill-in-the-blank?
Then we take three minutes to brainstorm. When we do, we assign one person as a scribe or secretary. I don’t recommend letting Siri, dictating to Siri, because you will not get accurate notes from that brainstorm session, just saying. Then, remember, when you brainstorm, you want to refrain from making any comments. No positive comments, no negative comments, not even, “Hey, somebody already said that.” Just have your scribe or secretary write or type in the entire collection of ideas that come up. It’s really important that we want our team members to speak up and share their ideas.
They’re really valuable. Whether it’s a new team member who have a fresh and objective perspective, or it’s a veteran team member, who’s got wisdom and experience. Everyone has something valuable to contribute and, of course, it makes it more fun. There is always time for questions and there are often questions. Again, tackle those, but at least it gives people a forum where they know they can get their questions answered. Then, move around the table again to get a quick update on each team member’s three commitments from the last meeting.
Here’s where that accountability comes into play. Here’s where you get to reconnect with your team members, not only what they’re doing in the office, but also in their personal life. The first thing that we talk about is their personal health care goals. We find out, because we don’t want to expect just our patients to share a simple step towards a healthier you, we also expect that of our team members. We want them to commit to a simple step towards health. Like I mentioned, it’s a great accountability tool and when they reach their healthcare goals, we love getting to cheer them on.
Now, each member also shares another way that they’re personally and evolving. Maybe they’re reading more, taking a class, learning a new skill, a new language, cleaning out their closets at home. It’s important, because it helps us stay connected with what’s important to everybody on our team and how we can support their personal growth. Again, we’re all evolving. Then, everyone shares their commitment to practice growth. This is the part that comes into play for accountability for your office.
Did they complete their action steps of handing out a certain number of referral brochures or scheduling a certain number of people for our WOW Dinner, or signing a specific number of care programs, etc.? We want to make sure that that’s our accountability tool and we go around and share in order so everyone gets a chance. They also get the chance to toot their own horn when it comes to any wows that they’ve created.
Here, you can see one of our CAs, we had our kite contest last month, where chiropractic takes you to new heights or helps your health soar. I know we had both going on at the office at the same time, but we had a bunch of kites all over the office, it looked awesome, and then with the winners, one of my team members, who is brilliant, made these beautiful winning banners and attached them to each one. Again, very cool. I love my team. Then, we move on to committing to action steps for after the meeting.
It’s critical to write them down, because it increases your success. You’ve probably already heard about that famous study, the 1954 Harvard graduating class, where 30 years after graduation, the 3% of the classmates who had their goals written down were making 10 times as much money as the other 97% combined. 10 times as much, so we don’t want to just think our goals, we want to ink our goals. Determine what your simple step is going to be.
Each team meeting we ask, what is your simple step going to be for next week? What are you doing to evolve yourself? We want them to determine the action steps that they are going to take to expand the practice. Now, a lot of times the action steps are going to come from the discussion that we’ve had throughout the meeting. Other times, like I said, they’re just ones that they take upon themselves. Either way, we are going to make sure that everybody keeps track of it.
Now, if the office happens to be in stress mode, just at least commit to taking a step to increase the positive energy. Notice or appreciate any sign of growth. Figuring out what you can do to streamline your procedures to make things easier. Find any reason to celebrate moving towards your goals. Now, we like to end our meetings by sharing positives. Not only do we record these in our online journals. Again, another OneNote document, whether they’re about patients, or teammates, or ourselves.
We want to also share something positive, whatever it is that relates to the office at the end of our team meetings. We definitely want to be a cheerleader, as much as possible, and have as much praise as possible. Pat everybody on the back instead of riding on that in our office. You’ll see, also, that we have every single team member has their own page in OneNote, that way they can track their own progress on their commitments and they can enter their own notes on the meeting if they’d like.
Even if they don’t, once we wrap up the meeting, then one of our team members will transfer the team meeting notes from the agenda into our communication log. That way, everyone gets a chance to reread it after the meeting and they enter their initials. We want to make sure that everyone’s on the same page and nothing slips through the crack, even if somebody misses the meeting for one reason or another. It also makes it easy to review the points from the last meeting before the next one comes up.
Now, once a month, I think it’s a really good idea if you have an empowerment session, where you hone your foundational skills on financial consultations, phone intake, handling appointment barriers, new patient protocol, pat responses, front desk [inaudible 00:17:17], you name it. Again, if you have questions, just please add them to the comments and I’ll be happy to respond.
If I can help you in any way, whether you’re looking for this month’s excellence coaching on team building or training new CAs, hiring new systems practice systems, please visit my website, chiropracticeassistance.com, and you can either click or email me. I would love to help your team reach higher levels of excellence. Thanks again to ChiroSecure for providing this forum to increase your chiropractic success. Your host next will be Mike Miscoe.
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