Entitlement, by Dr. Ogi Ressel
October 11 2009, 12:00 am
Warm hellos to everyone!
I wanted to chat with you about a topic which is greatly misunderstood.
Entitlement.
Why did I choose this topic?
Leslee and I had dinner at a wonderful restaurant a few days ago that is owned by
friends of ours. One of the owners was chatting about the on-going continuous problem
she has with staffing of her restaurant: The fact that staff are late, they are not courteous
or polite, look rumpled, and lack many social skills.
And also that they expect to be paid handsomely and receive generous tips. She felt that
they think they are entitled to all the benefits of their job just for showing up, it appears.
And while she was speaking, my mind flashed onto the idea that this would make a great
THOT!
Webster's defines ‘Entitlement' as a "right granted by law or contract (especially a right to
benefits)."
WOW!
Let's look at this in terms of our world:
Our staff are no different - they also feel entitled to be paid, and handsomely, for what
they do....and,
receive all those bonuses for new patients when they really have little to do with procuring
them....although you were sold on the idea that they do. More cards and letters! I cannot
say that I blame them one bit.
But the idea of entitlement also applies to us as well - most doctors feel very entitled to
receive as much as they can "get". That it is their right.
So let's look at this: You want a really busy practice with tons of children and families.
I get that.
You feel entitled to it. I get that also. I mean, you've worked really hard at college,
building your office, you've sacrificed, and now that you've opened your doors, you feel
entitled to reap all the benefits of those labors! Did I get that correctly? The question you
need to ask yourself is why would you feel entitled? Why would you feel that it is your right
to have all these people and their children flood your office? Who gave you the right to
feel that the Universe is obligated to provide for you? Where did this idea begin? Because
you graduated and feel the world owes you a living?
If that is the case, you are in for a rude awakening.
You see, becoming a Chiropractor and opening your new clinic simply gave you the tools
and the license to have a new life - not the entitlement. That comes with experience and
hard work. And try as you may, there is no easy street - no matter what the sales coaches
are teaching you.
For everything you do, there is a law of exchange and return.
The good news is that you can maximize your return.
How?
Easy!
Provide your patients with more than they expect. I call this "Raving Fan Service."
And what do your patients and people in your community expect? They expect to see an
incredible doctor. Listen, everyone expects to see the very best. And when you are, fees are
not an issue, nor is the fact that you may or may not accept their insurance. Who cares?
They are seeing the best.
Those details pale in significance. You need to learn what it takes to become
the best doctor your community has ever seen - I said this many times! Not the best at
marketing your brains out, not the best at salesmanship, not the best at BS, not the best at
giving them relief, and not the best at fear tactics executed brilliantly in the name of Christ.
None of those.
The best at being an amazing doctor. That is what your community wants!
And your staff need to wake up as well - getting paid carries a responsibility, not an
entitlement. Your CAs need to look and act and be professional - many of them don't even
know how to spell that word. They reflect your image in your community. Choose wisely!
And at the same time, pay them well - we start at 13.00/hr for the first 3 months on
probation and then it is raised to 15.00. I can see it all now - more letters!
Get over it.
Listen....you get what you pay for. Your patients do not expect trailer-trash mentality from your
staff when they see you. Your CAs are a reflection of you - please make certain they know how
to dress and act in your office. And that may mean you need to clean up your act as well - this
is a good thing!
Ok....I know that some of this THOT sounds harsh. It is not meant to. It is simply meant to
have you elevate your office to a higher standard - closer to what your community expects.
If I ruffled feathers, so be it - not the first time, and not the last.
You all know that I speak the Truth.
And no matter what excuses you place in front of yourself, Truth has that certain quality that
when you hear it, you simply know it is.
Warmest wishes,
Dr. Ogi Ressel
Ps: It is our Canadian Thanksgiving on Monday. I will not be in the office until Tuesday - talk
with you then.
Here is your affirmation for your week:
I exude life,
Everyone I meet, wants to be in my light,
Everything I see is good,
I am so grateful for my life.
