You will see from our Facebook page that the focus of my various comments and posts this week is going to be on the subject of management.

I would like to start the debate off by considering one of my favourite questions.

“What is the difference between leadership and management?”

I think that the inability to answer this question leads to a lot of problems for both dental principals and practice/business managers – so I am going to give you a Chris Barrow definition which I don’t expect to get into the text books – nor do I expect you to necessarily to agree.

For me, management is about systems and leadership is about people.

I have often spoken and written about the key systems that need to be in place in order to make any business operate effectively.

1.  Financial systems – management accounting, key performance indicators, average productivity and cash flow versus budget.

2.  Marketing systems – branding, internet based marketing, relationship marketing, networking, strategic alliances and direct marketing.

3.   Customer relationship management systems – telephony, the welcome team, the patient journey and the business conversation (treatment coordination).

4.   Operational systems – the nuts and bolts of what makes the building work, both clinically and none clinically – telephones, desks, chairs, computers, clinical equipment.

5.   People systems – how you recruit, train, compensate, motivate and retain and excellent team of people around you.

Franchises are well know to be the most successful business model in the world if one measures return on investment for every £1 of capital invested – and this is because a franchise is a box full of systems.

Whether you are opening a Toni and Guy Hairdressing Salon, a MacDonald’s or a Hilton Hotel they will send you to a training academy and the very last thing that they will say to you is “don’t change anything”.

Unfortunately, this history of dentistry has been that of a group of independent self employed tinkers who have never exchanged systems, even when they have been created.

Of course, I have written elsewhere about the extent to which this is about to change (watch out for this week’s ezine article on Succession Planning).

So the objective of a manager in a dental practice is:

1.  To determine which systems are appropriate 

2.  To create those systems

3.  To train the team on the implementation of those systems

4.  To maintain and monitor those systems

5.  To adapt and improve those systems, until such time as the business is running effectively

Leadership, on the other hand, is about making sure that your people are:

1.   Appreciated

2.   Trained

3.   Motivated 

4.   In tune with your brand and your vision

5.   Excited to turn up for work almost every day

6.   Can see “what’s in it for them”

7.   Are appraised on a regular basis

8.   Feel that they are truly heard

9.   Enjoy working for you as an inspirational leader

10. Feel that this part of their career is a period that they will look back on as being “the best of days”.

If you can get the leadership and management right in an organisation then you will fly.

It is a moot point that the characteristics required to be a good manager are often different from those required to be a good leader – trying to be both can often be a dangerous game to play.

After a business planning meeting with new clients a few weeks ago, it became clear that their current expansion plans warranted the appointment of a business development manager.

Sadly, I live over 400 miles away from their practice (I live hundreds of miles from most of my clients) and yet they needed my help.

First off, they drew down the standard recruitment letter from my blog (see under team) and began adapting it to their circumstances.

One of the partners is a keen runner and she shared the letter with the husband of her running buddy, initially to ask for editing.

He promptly expressed an interest in the job.

This morning I met with him on Skype for an hour.

We chatted through his background and I explained the job and the context.

He is ideally suited and I’ve just had an email to say that he and the two partners are meeting to discuss the terms.

He is a highly-skilled and experienced manager who has been the victim of a redundancy following the acquisition and merger of his former employer by an international company.

He has been seeking alternative employment for over three months.

He had never considered an opportunity in a medium sized dental practice with a turnover less than 1% of his former company. But now he sees the opportunity: 

• to eliminate a long commute
• to escape from the politics and bureaucracy of a corporate
• to express himself as a professional individual
• to achieve OTE as high as he previously enjoyed
• to take part in the expansion and evolution of a great little business
• with principals who have drive and passion
• and a team who are excited about their future

I suggest that in our current economy, there are hundreds like him.

• RYA Seamanship Skills completed – rudderless sailing in a Force 7 – very pleased with myself. Now I need practice. #
• Invested the morning in preparing my IAAFA presentations for Friday – now some fun and fresh air. #
• Cash flows this morning – radio silence – if you emailed in the last 12 hours, I'll answer after lunch #
• If you haven't yet done so, get the coach Barrow iPhone app free of charge here http://dld.bz/ubbA #
• I CAN NOT get my iPad to connect to Orange wifi via BT Openzone in Caffe Nero – and IT IS driving me bonkers! #
• My predictions for the future of dentistry – are you prepared for change?http://dld.bz/ubc6 #
• Ever feel like a Maypole with 100 strings, each attached to someone who wants something? They dance around, jingle bells and wave hankies. #
• Delighted that 5 of my clients (so far) have been shortlisted for the Private Dentistry Awards #
• Two presentations at the IAAFA conference today – marketing this morning and business strategy this afternoon #
• VIDEO: On the couch with Coach – Personal and Professional Planning http://tmogul.com/tweet/3akXu #
• RT @coachbarrow Dentinaltubules.com – Great place to advertise your vacancies on http://bit.ly/dlpX8U #
• IAAFA Conference http://post.ly/vNuK #
• Opportunity for a receptionist : http://www.coachbarrow.com/blog/2010/09/03/receptionist-wanted/ #
• Part-time role sort : http://www.coachbarrow.com/blog/2010/09/03/bubbly-and-entertaining-dentists-daughter-looking-for-a-part-time-role/ #
• Fantastic IAAFA conference here today. Steep learning curve and looking forward to passing this on to my clients http://4sq.com/aj5hQ5 #
• Boarding shortly! (@ 18:33 London to Exeter) http://4sq.com/944y8S #
• Fabulously full (@ YO! Sushi) http://4sq.com/7ul091 #
• We spend money we don't have on things we don't need to impress people we don't care about – Tim Jackson #
• The iPad will simplify a lot of tasks you never had to do before – Patrick Chappatte #
• Sicilian lemonade and parsnip soup (@ The Courtyard Deli) http://4sq.com/ap4QVR #
• Cocktails! (@ The Shed) http://4sq.com/cXe2FL #

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As part of a newly formed dental charity, a team of eight dentists are to take part in an eight day charity expedition to provide dental care to a Berber tribe in North East Morocco. The eight day trip takes place from 24 September to 1 October 2010.

This newly formed group of trail blazers are the founding trustees of a brand new charity whose purpose is to highlight the role that dentists can play in charity work needed in remote parts of the world. One of the group members met with a doctor in Morocco earlier this year who said “the Berber tribe are in desperate need of a dentist and as an under-funded doctor I have 50,000 people under my care and I can’t treat them all”.

The first UK expedition to this remote area of North Africa will gather in Alora (Malaga) and will take in Checchauan, the Rif Mountains and El Jebah (Morocco). In a Berber village by the Mediterranean Sea the group will be treating both men and women, with dental problems ranging from gingival disease to advanced dental decay. The trip will be challenging from a clinical point of view as the team cannot be entirely sure of the severity of the disease they will face.

To make a donation and tor more information visit www.berbertribe2010.org

I am a researcher writing up my doctoral thesis for the next two to three years and am looking for a part-time position during the writing-up of my research to switch to a full time role upon completion.  I was born in California where my father practices dentistry, but moved to London about fifteen years ago.  I would like to work around 16-18 hours per week in a capacity related to PA/reception/administrative work.  I am a magnificent people person, excellent with patients and professionals and am able to amuse anyone with my research specialism, travel adventures and sense of humour.  I also have oodles of charm and volunteer experience with charities, marketing, lecturing, painting/design and events organisation.

Spyglass8@aol.com 020-7495-4759

Pure Dental Health is a premier private practice based in Truro, Cornwall. They currently require a receptionist to join their dental team.

This full time position requires a genuine, confident, bubbly and approachable individual to deliver a consistently high standard of customer care to our patients and administrative support to the clinical team.

Applicants must be able to work well within a small team and also be able to work under their own initiative. They must be motivated, organised and possess the ability to multi-task. Dental nursing qualifications or previous experience within the dental industry is very desirable although not essential. Applicants must also possess excellent computer literacy skills.

If you think this sounds like the job for you then contact Nikki Berryman on 01872 222404 for an application form. Closing Date September 17^th 2010.

No matter how you look at it – from whatever direction – it is cash flow that creates peace of mind.

You can be up to your neck in production, delivery, marketing or management – but if there is no cash flow you will arrive home at the end of the week exhausted and wondering what the bloody hell you have been doing.

Which begs a question or two:

• are you fanatical about measuring your cash flow on a day to day basis?
• perhaps more importantly, are you a raving fanatic for future cash flow forecasts
  • one month
  • 90-days
  • 12 months

Are you (or is a senior manager) an Excel wizard?

Can you tell me what your closing bank balance is targeted to be every month for the next twelve?

If not – get help and get it now.

In the dental market that is now emerging, there will be no place to hide, no bucket of sand to pop your head in to.

Cash flow is King.

Cash flow is Peace of Mind.

“The BACD is hosting two study clubs in the near future, both of which are going to be presented by world class speakers,” Dr David R. Nelson, from the Cranmore Dental & Implant Clinic in Belfast, Northern Ireland.

Details

Dr Christopher Orr - Thursday 16th September at 7.30pm in Deans at Queens.

Chris is one of the leading cosmetic dentists on the planet and gives exceptional presentations. 

Chris Barrow – Wednesday 27th October at 7.30pm in Deans at Queens.

Yours truly, as director of the Dental Business Club, will be speaking at this event for the BACD.

 For more information or to book your place please go to http://www.bacd.com/.