Hope everyone is having a great New Year so far…

One of the main reasons I chose management excellence for my personal value is that I have seen that my employees put up with unruly patients time and time again. I recently read a blog post by Alexander Kjerulf entitled “Top 5 reasons why “The Customer Is Always Right” is wrong”. I found it enlightening.

Don’t get me wrong. I understand the value of keeping the front doors open. I want to keep my patients happy and healthy by giving them the highest standard of care that I can. However, I also want my employees to enjoy coming to work every day. Just because patients keep their appointments and pay on time, they do not have a right to verbally harass anyone in my office.

Case in Point: My employee should be able to come to work and not be asked out on a date five times while they are trying to clean their patient’s teeth. This creates an uncomfortable setting for my employee, who now can no longer concentrate on doing a good job, but is now concentrating on saying the wrong thing to the patient and giving him the wrong impression.

This puts managers in an uncomfortable position as well. First, I have to determine whether my employee has a valid complaint, and after speaking with her I could tell that she did. Then, I have to decide if it is time to dismiss the patient from the practice. That can be as hard as having to fire someone. It is my responsibility to be an advocate for my employees. It is abusive, neglectful, management on my part to allow this patient to return to my office and essentially harass my employee.

I dismissed the patient from the practice. I value my employee’s performance, work ethic, and standard of care much more than the revenue generated from that one patient. Not only did I demonstrate to her that she has a right to work in a non-hostile environment, but that I would support that right. I have also protected the practice and myself from a lawsuit.

This is a clear case that the customer is not always right. I am proud of myself for the decision I made and know that it was the right one because I do not question it. We as managers need remember that our employees are just as valuable as the customers that walk in the doors.


A Day of Firsts…

January 1, 2010

Today is a day of firsts—the first day of the ‘10 decade and the first blog I have ever written in my life.  In the last week, I have been introduced to the concept of personal branding, and the more I learn about it the more excited I am.  I have been told that this is a learning experience, and like everything else in life, it will take some time until I really find my rhythm, identify my value, and communicate effectively on this site.  It will be a challenge, but one that to which I am looking forward.

First, a little about me.  I am a student at the University of Nevada, Reno and I love it.  I am majoring in Business Management and have found a passion for Human Resources Management.  From a management perspective, I have two roles: I am a mother of a beautiful four-year old girl and I am the manager of a dental office.  I am fortunate enough that even though my position is a full-time position, the owner of the office allows me to attend classes and work part-time.

Now, a little about my passion.  I want to be a great manager.  I want to be an advocate for my employees and ensure that they are treated correctly, and in turn, they will reciprocate by being committed to my organization and striving to accomplish their best work possible.  I truly believe that when an employee feels valued and that their contributions are appreciated, their loyalty for their company deepens, and everyone in the company will benefit.

This blog is the first real step I have taken in self discovery.  I think the greatest benefit from this adventure is that I will identify what my values are and how I want to apply them to my day to day operations.  In addition to writing this blog, I am going to read what others have already contributed and gain from their experiences.  Although there may some bumps in the road, I think it’s going to be an awesome ride!