Biggest Problem in Your Office, by Dr. Ogi Ressel

Friday, June 19th 2009

Warm hellos to everyone!

Christie and I just finished teaching Module I in Minneapolis - fantabulous time!
....and you missed it!.....and we missed you! ...And our hotel was right across
from the Mall of America - amazing place. I understand it is going to be
renamed as the Mall of Canada - it is owned by a Canadian family!
(just couldn't resist it!)

So....as we are streaking trough the skies, we decided to put our heads
together and write a joint THOT:

One of the biggest problems all chiropractors face is the issue of staff - and
I know you'll agree with us! How do you get that perfect CA for your office?

That amazing individual who can type, use all Microsoft programs, Adobe,
Photoshop, and Excel?

That amazing pillar of strength, charm, and warmth? That phenomenal
person who has eight arms, four legs, can smile, answer the phone, make
appointments, make "cold calls," keep you on track, bill insurance, process
patients, collect payments, organize the doctor, be a part-time "babysitter"
with the munchkins in your office, make you look good, represent you and
your office, make your lunch, leap tall buildings in a single bound, and
never tire out?

I mean, she is paid to do all these very essential and expected tasks... and
not only just complete them, but do it with a smile! Right? Of course!

And of course, you pay her incredibly well for that service. I mean that's what
you expect for your hard earned $8.00/hour wage - a wage that competes
will all major McDonalds' employees, right? Right?....And you are justified paying
her that amount because that is what the "going rate" is in your area is....or
at least that is what you tell yourself.

Listen.....slave labor comes to mind. If I'm correct, it was abolished in the
United States during the civil war. Perhaps you've heard of it?

We as Chiropractors have totally unrealistic expectations of our staff.
You need to realize that a CA can make or break your practice. After all,
these amazing people do more than half of the work in your office to make
YOUR office run efficiently! And yet, so many chiropractors scratch their heads
when staff members seem resentful about their job and aren't always willing
to go that "extra mile" for you. How ungrateful can you get, right?

It's time for your alarm clock to start ringing, doctors. I don't know what part
of universe you live in - thinking that you can pay someone that does so
much for you, for so little.

To train them poorly, pay them a pittance, and expect the moon. Would it make
sense to leave your practice in the hands of an eighteen year old bimbo who
you pay close to minimum wage OR would it be more of an investment to hire
someone that is incredibly qualified, mature, and fully able to handle all the
tasks that you expect of her. Knowing full well that you get what you pay for.
There is no free lunch.

So... in order to have this amazing, fantabulous person, you actually need to
pay her.
What a ground breaking idea! Not only do you have to pay her, you also have
to pay her PROPERLY! Yes, that's right. Money....let us spell it out for you... M.O.N.E.Y.
If you want your CA to be dedicated to you, and focus on your practice and
not other jobs she may very well be moonlighting at, you need to pay her
accordingly. The last thing you want your CA to do on her lunch hour is to look
for another job. And for those of you thinking "My CA would NEVER do that".
Sorry to say...I saw her pick up the paper just this morning. And of course she
may give you notice at the very last minute...and then you're screwed. Again.
Get yourself comfortable with the fact that this is the preview of the coming
ttractions! It will never end - unless you decide to do something about it!

In our office, we had the most dedicated and wonderful staff. Why?
Because, not only did we treat them with the respect they deserve, we actually
paid them properly. When a staff member was first hired, they were on probation.
They had three months to show us what they were made of, and see if all of us
made a good fit together. For doing just that....get ready....hold your coffee
mugs....we give them $12.00 per hour. Count ‘em $12.00 - just to test the waters.
Now, if we loved them to bits and pieces and decided that they should join
our team, they would START at $13-15 dollars/hour. For those of you
yperventilating, I suggest a paper bag....should calm you down. If not, a good
cup of tea should work.

Now, if your staff are given the responsibility of taking your practice into the future,
you should pay them accordingly. We think 15-20 dollars per hour for a seasoned
staff member is reasonable. Not only that, but you also need to show your staff
that you APPRECIATE what they do on a regular basis. That's right, you are going
to go above and beyond for them.

Manicures, pedicures, facials, nice dinners, shows, are just a few to name. You,
as doctors, need to remember that your staff members will NEVER have the same
vested interest in your clinic as you do - it is not their office. It is yours. Not theirs.
So, you need to make your staff feel that they are a crucial and incredibly important
part of your life.

And you need to love them, respect them, and care for them - and they will do the
same for you....And, of course, you need to pay them for their loyalty and expertise,
and for putting up with you!

I'm sure we've deflated a few of you and I wish we could say we were sorry, but we're not.

And if you are worried about the extra money? That's easy! Now that you have an
excellent staff member, go out there and make some more. Simple.
And we can show you.....

Until our next Happy Meal....
Dr. Ogi and Christie Ressel