Ft Lauderdale Family, Cosmetic, and Sedation Dentistry Blog | Dr. Thomas O'Neil

Dear Leaders,

Each month PeopleTek will recognize a leader that has demonstrated behavior that shines and should be emulated by others. By writing about these leaders, their style and approach I hope to provide ideas, tools, tips and techniques that you can use with your organizations and teams to assist in your success. I am sure there are many worthy candidates for this award and it would be impossible to write about them all. Enjoy the articles and please let us know what you think. The January 2009 award goes to Dr. Thomas O'Neil. (Dr.O'Neil has been my dentist for 3 years. The reasons for his selection for the first Successful Leader of the Month are:1) What his staff says 2.) What I witness when I visit his office.3. What other customers tell me.4. His results demonstrate all aspects of what a quality leader can be. In addition, it is not easy for a dentist to demonstrate effective leadership as they would be prone to "work in the business and not on the business" by getting pulled into the technical aspects of the job and not the leadership aspect. This is not the case with Dr. O'Neil and he and his team make it look easy. I was recently at his office for a new crown. Getting a crown is not the most pleasant experience between the expense and the discomfort. If you do require this procedure you'll want it to be done at Dr. O'Neil's office. It's actually pleasant and that is a tough act for a dental office! Dr. O'Neil's entire staff - and I mean all - greet you with a smile. They talk to you and make you feel at ease. I've never seen an attitude other than friendly by anyone - ever!!! The office is impeccably clean and modernly decorated. The waiting room while small, has a friendly, clean and appealing atmosphere with plenty of magazines to read. The receptionist offers a printed card providing several complimentary, comforting beverages. While you are in the chair they offer a diverse variety of music or movies to experience while you wait or are being worked on. The assistant nurses are empowered to do whatever it takes to ensure you are comfortable and they are always checking with you. The nurses are also empowered to do additional work that in some dental offices is only performed by the dentist. At first I was a little concerned by this, however, Dr. O'Neil has trained them so well that they perform these tasks flawlessly. This includes making the temporary crowns. This type of empowerment not only builds the skills and abilities of others it also engenders trust, loyalty, and confidence in his team. They all work as a team, communicating what is needed to ensure the customer is handled on time and gets premium treatment. For example, they call out each other's name and ask for help. The response is immediate with no complaining about having to assist a colleague. They update Dr. O'Neil as needed by direct communication in a very professional manner and tone. You can tell it is one office with one goal - to service the patient. How many of our offices run like this? When your customer comes in are they treated as special? Do they see the different roles and responsibilities or is it transparent to the customer as it should be? Notice I've not said one thing about Dr. O'Neil. Why is this? It is because he runs a successful business. He has processes and allows his team to operate in the process. He doesn't have to take the lead role at all times. He creates and empowers leaders. This allows Dr. O'Neil and his team to service more patients and handle volume that builds revenue. In fact most of the time it is his team that leads and runs the office. This makes for great leadership as Dr. O'Neil sets the goals, delegates, trusts, communicates and rewards. I asked Dr. O'Neil if he trains his staff and he does all the time. This includes leadership, team and communication training seminars by a person that specializes in the dental industry. It was after 6:00 p.m. when we finished the temporary crown and I asked the nurse what time she started. She said 7:00a.m. I was truly impressed as you would have thought I was her first patient of the day. She said they are always busy, she loves what she does and times flies by. She walked me to the reception area, pulled up my file, and set up my next appointment. I didn't see Dr. O'Neil and won't until the next appointment which is exactly as planned and how it should be. At 8:30p.m. a call came to my home and it was Dr. O'Neil asking how I was feeling and following up on my well being. Customer follow-up is a tremendous trait for a leader! Congratulations to Dr. O'Neil for being our first Leader of the Month!

Sincerely,
Mike

Thank You Mike! From Tracie, Brandi and everyone here at Dr. O'neil’s Office.