Good Christina vs. Bad Christina - How the Culture you Create will Determine the Employee Performance you Receive

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About your Host:

About your Host:

“Brian Wright is a combination of Marcus Lemonis from the Profit and the entire Shark Tank Team. You must partner your practice with his companies.”
Dr. Staci Frankowitz - Orthodontist 

Brian Wright, known as the “Tony Robbins” of Dentistry and Orthodontics, brings a game changing approach that transforms employee and patient experiences. His forward-thinking approach skyrockets culture, efficiency, new patients, starts, revenue, and compliance, while decreasing chaos, stress and advertising costs. 

Mr. Wright is the Founder & CEO of New Patient Group and Founder & Managing Partner of WrightChat. He is the host of the New Patient Group Podcast and faculty for AlignTechnology. He is also a trusted speaker for many other respected companies in and outside of healthcare. 

Some fun facts about Mr. Wright. He is a husband and father of two. He was an umpire in professional baseball and still teaches college and high school umpires across the nation. His wife was a professional dancer for the Houston Rockets and the Houston Texans. His grandfather, Robert Kessler was on the Wheatie's Box for inventing the running jump in basketball. 

Today's Episode.

What if creating a positive work environment could transform your practice's success? This episode of the New Patient Group Podcast offers a heartwarming and insightful story about Christina, an exemplary employee who flourishes in her dental practice due to exceptional leadership and a supportive atmosphere. Listen as Brian Wright, our host, shares his conversation with Christina and her office manager, uncovering the key elements that make Christina love her job and consistently go above and beyond.

Discover the powerful strategies that can elevate your practice by fostering a collaborative and encouraging environment. Through Christina's journey, Brian highlights the significant impact of valuing employees and providing the tools they need to succeed. This episode is packed with actionable insights for doctors and practice managers determined to enhance team performance and patient care while creating a workplace culture that retains top talent and drives productivity. Join us for these essential lessons to help take your practice to new heights.

New Patient Group - The Employee & Patient Experience Co.

Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  

- Leadership
- Sales Fundamentals
- Hospitality
- Consumer Psychology
- Verbiage
- Presentation

Learn How to Apply the Skill Sets Above to each of the following:

- Existing Patient Experience
- New Patient Experience
- New Patient Phone Call
- Existing Patient Phone Call
- Digital Workflow
- Treatment Coordinator Exam
- Doctor Exam
- Financial Presentation
- Pending Treatment FollowUp
- Handling and Overcoming Objections 
- Trust & Communication Transfers 
- Digital Marketing
- Patient Compliance
- Clinical Assistant Chair Side Conversations
- Clinical Assistant Conversation with Parents 
- Remote Monitoring (If, applicable) 
- Clear Aligner Starts and Profitability (If, applicable)

What to Expect from Implementing the Above Skill Sets:

- Improve Leadership and Culture
- Improve Mindset and Motivation
- Improve Employee Experi

Episode Transcript

Speaker 1 (00:00):
Hey everybody, brian Wright here and welcome into
another edition of the newpatient group podcast.
Before we get started, have anexciting announcement for you.
We are having a treatmentcoordinator only MPG iconic
event this October 2024.
This is something for ourprivate coaching customers.
They're already investing inthis so we can't wait to see all
those treatment coordinators atthe event.
It is going to be amazing.

(00:20):
The feedback from our pastevents is best event I've ever
been to and we have a wonderfulvideo in the podcast description
below of some TCs and doctorstalking about the iconic event
that they came to January ofthis year in fact.
But we're also opening up thisevent to people who are
non-customers, so you can go tothe podcast description and
click that link.
It'll take you to the TCdescription of Iconic and

(00:43):
everything you'll need to knowand you can sign up right there
and register.
It is a fast growing event.
We are not looking for atrillion people.
We want this to still beprivate, very hands-on and a lot
of role plays, a lot ofchallenging the mindsets to
where your TCs will come back toyour office after this day and
a half event in our fabuloustraining facility here in

(01:03):
Colorado Springs and they willbe transformed like you cannot
believe.
They will be motivated like youcannot believe people that are
experts in sales, hospitality,consumer psychology from outside
of your bubble and you're goingto be able to bring that

(01:28):
expertise inside your practiceto skyrocket your conversion.
So looking forward to everybodysigning up and us having
another fantastic MPG Iconicevent, this time for treatment
coordinators only.
Now let's get back to anotheredition of the New Patient Group
Podcast.

Speaker 2 (01:45):
Welcome aboard the new patient group flight deck.
Less chaos Check.
Less stress.
Check Less advertising costsCheck More personal and
financial freedom.
Ah, check, All right.
Business checklist completed.
Let the takeoff roll begin.

Speaker 3 (02:07):
Welcome to season seven of the new patient group
audio experience, a podcastdedicated to forward thinking
doctors wanting to learninnovative ways to run their
business today so your practicecan achieve new heights tomorrow
.
And now your host.
He's the founder and CEO of newpatient Group, managing partner

(02:29):
of RightChat and a trustedmotivational speaker for
Invisalign OrthoPhi and others,brian Wright.

Speaker 1 (02:39):
Hey, new Patient Group and RightChat Nation.
Welcome inside the broadcastbooth, brian Wright here, and
welcome in to another edition ofthe New Patient Group podcast.
Got a cool one for you today.
This is a real life story.
I've kind of been keeping inthe bag of goodies now.
This was actually a coupleyears ago and I'm excited to
talk about it.
The girl's name was Christinaand Christina was a fantastic
employee and this is how I know.

(03:02):
So one day I'm in the practiceand I don't want to bring up
practice's names.
I was in the practice and sheand I don't want to bring up
practices names.
I was in the practice and sheand I were talking to each other
and I was asking her somequestions about do you like it
here?
It was a newer practice, right?
This was the first time I wasthere.
Do you like it here?
You know, are you excited toshow up to work?
What are things that you don'tlike?
And her response right away wasBrian, I love it here.

(03:24):
I am just.
I show up and I'm excited everysingle day.
It's an amazing place to work.
The office manager here isalways willing to help, always
making sure that we have theright things to do our job,
always pumping us up, just doingwhatever she can to make us
better.
The doctors are involved andit's just an awesome place to
work and I love going the extramile.

(03:45):
And later on I was talking tothat office manager manager and
she's like yeah, christina'samazing, I really love Christina
.
And I gave props to the OM,like hey, look, there's a lot of
things that she gave you majorprops on, and one of the reasons
why Christina's great isbecause of the environment that
you are creating as the officemanager.
Like you are doing one of manyroles that is your

(04:07):
responsibility and that is tohelp make other people better,
make them feel safe, create anenvironment where people can
thrive.
But something very interestingcame up in Christina and mine's
conversation as she was sayinghow much she loves it at that
practice.
She also said to me you know Ionly work here a couple of days
a week, right.
So to make ends meet, there'sanother practice that I actually

(04:28):
work into and I said, oh, okay,well, how do you like it there?
And she goes I can't stand itthere, right?
The office manager is constantlytrying to find ways that we're
doing things wrong.
She is, you know, constantly inour face about it, telling us
you know, hey, you're doing thiswrong.
You're doing this wrong and thedoctor's not engaged.
Right.
When we have meetings wrong,you're doing this wrong and the

(04:49):
doctor's not engaged.
Right.
When we have meetings, thedoctor's not even there.
If we're watching an on-demandcourse or doing a learning
environment, maybe a lunch andlearn with one of our reps, the
doctor's just not there.
Really, the office managerdoesn't pay attention.
We get yelled at a lot and Iwas thinking in my head I didn't
get a chance to talk to thatoffice manager because they
weren't a customer.
But I'm thinking in my head Ididn't get a chance to talk to

(05:10):
that office manager because theyweren't a customer.
But I'm thinking in my headlook, here's the exact same
person, right?
Christina.
One environment she's a rockstar, right?
The office manager said she'samazing.
And Christina said how much Ilove it in this office and the
office manager is helping us out, and it's an environment where
we're making each other betterand we're helping each other,
we're picking each other up, etcetera, et cetera.
Then you take the same personand you put them in a different

(05:32):
office and they're miserable,right?
And she even told me look, I'mjust guessing here, but the
office manager probably doesn'tlike me much, right?
If you talk to her, she'sprobably going to say I make
mistakes and I'm not motivated,and blah, blah, blah and
everybody.
The lesson here today issometimes now employees watching
you have a responsibility to begreat, no matter what.

(05:53):
I think you owe that to theperson that's handing you a
paycheck every single day, buthere's the reality.
You can take a really greatenvironment and you can prop up
people that may not be thatgreat, or you could take a
person that I'll say that theother way around, you could take
a person that's not that great,maybe an average employee,
maybe less, you know, maybeyou're taking people that you

(06:15):
don't even like, but you createthe right environment, you can
boost them up into excellence.
But the opposite can happen too, right?
You can take somebody that'sreally good, like a Christina,
and if you put Christina in abad environment, that's really
good like a Christina.
And if you put Christina in abad environment, christina all
of a sudden becomes not such agood employee.
And this is a valuableleadership lesson to so many of

(06:36):
you out there that, as youcritique people and say we've
got to get the right people inplace and so-and-so is not a
good employee, the problem maybe you.
And this is where leadership issuch a trained skillset
Everybody.
It's such a ongoing, infinitejourney of looking at things
differently and learning how tocommunicate differently and
learning how to make people safe, learning how to make people

(06:59):
better by creating the rightenvironment and, look like I
said, employees.
Sometimes it is on you, right.
Sometimes we as leaders can doeverything we can to motivate
and coach, inspire, and somepeople you're just never going
to pick up.
Right, you're never going topick them up and that's just
life.
But the majority of people I'm abig believer that if you strive

(07:19):
to create the right environment, you're going to get
Christina's.
But if you strive and you don't, or not to create the right
environment and you don't havethe right environment, you're
going to get Christina's right.
Choose the environment that'sgoing to create the great
Christina, not the one who's thesame person but says she hates
her job and is not that good inthis place, but is great here.

(07:41):
You have a choice and this iswhy leadership is a learned
skill set and so important forthis infinite journey that we
call business and we call lifeand employs your career.
Hope you enjoyed today.
Create that right environmentand you're going to get the
right Christina's out there.
Everybody, thanks for listening.
Have a great rest of your week.
We'll talk to everybody soon.
Bye-bye.