What is Your Practice “IT” Factor?

Episode #334 with Dr. Michelle Lee

Differentiating your practice is one of the most important things you can do. But just being unique isn't enough. You still need the “secret sauce” to put that uniqueness into practice. And to help you find and apply your own “it” factor, Kirk Behrendt brings in Dr. Michelle Lee from the Pankey Institute to share the philosophies she learned from the organization. For Dr. Lee, focusing on relationships and the patient experience is what helped her practice thrive. To hear her advice on finding your unique “it” factor, listen to Episode 334 of The Best Practices Show!

Main Takeaways:

Differentiate yourself through practice philosophy, different services, or patient experience.

Relationships are part of the “it” factor. Cultivate relationships with your team and your patients.

Differentiating your practice can positively impact your team.

Start small with team meetings. Don't tell your team to do it — invite them.

The Pankey Institute provides a template for the “it” factor, as well as a life/dental compass.

They will also help you bridge the gap between what you know and how you practice it.

Practice gratitude and mindfulness with yourself, your team, and your patients.

Quotes:

“Dr. Pankey had a practicing philosophy construct. He said you need to know yourself, you have to know your work, you have to know your patient, and you have to apply that knowledge.” (09:21—09:38)

“All patients come with a story, just like I have my story. All patients come with different circumstances. They have objectives and they have different temperaments. How do we begin to know our patient, that practice philosophy piece, if we’re not able to spend the time with them?” (13:35—13:52)

“My differentiation in my practice is that comprehensive exam, is really fully understanding where the patients are coming from to then fully understand what kind of treatment plan we’re going to go to, and then executing that. But that execution piece is also that technical piece, that I think patients appreciate the communication, the philosophy, and understanding what their circumstances may be.” (15:07—15:35)

“My heart just goes back to gratitude every day — and my team. I wouldn't be here if it weren't for my team. I'm the last person that patients meet when they enter the practice, and so to be able to have that culture where all of our hands are on the rope and we’re pulling in the same direction, I always say that it takes a village. And I really appreciate the gifts that my team shares with me.” (17:03—17:32)

“Speaking personally for myself, the type of practice that I have is a fee-for-service, out-of-network practice. And so, that is the only way that I feel like my practice can thrive, is to differentiate [myself], whether it’s through a practice philosophy or, at least for me, having different services for the patients, or creating a new patient experience.” (18:10—18:45)

“A couple differentiations that I have is, all patients in our practice get a tour. Just like if you were a guest in my home, I would invite you in and I'm going to walk you through, and I'm going to tell you where things are. And we’re really going to thank you. We really thank our patients for coming into our practice. Everyone puts down what they're doing. I'm going to say pre-Covid days — now, it’s a really big smile with my eyes with my mask on. But we really welcome our patients to the practice, and we thank them for being there. So, we really warmly welcome them.” (18:47—19:23)

“The other thing that we do is just that experience. I always say I don't like to treat strangers. But once we meet, and once we have this new patient exam together and this thorough exam, we will no longer be...