Why numbers matter, but can’t matter most…

So often there is a tendency to set goals around numbers. Profit and loss statements, balance sheets, production, collections, new customers, production per hour, and the list goes on. We look at the numbers repeatedly to try to quantify a measure of our success or gain understanding on what works and what doesn’t. Some stake their personal value on this arbitrary number, as if ones value to the world rises or falls based on a random number. This belief often is painful and inaccurate. Too often we are measuring the wrong things or focusing on the transactional in hopes of creating meaningful and sustainable results. The system is flawed and the order of operation won’t generate the outcome we desire.

So what do people desire? In general, freedom. Freedom from stress, financial freedom to live a life they want, emotional freedom from obligation, freedom to give more to others without draining themselves, freedom to be in relationship with people they choose without judgement, freedom of movement, the list goes on in parallel. The thing is all that freedom starts with who we are being, not with an outcome or number.

Those metrics we choose are simply a distinction. An outcome we focus attention on, but they can not provide the long-standing freedom we seek. That can only come from doing the personal and internal heavy lifting. It comes through setting goals around who we are being and how we are showing up for ourselves and the world around us, first. The numbers will come as a result of being the very best version of ourselves and by attracting and supporting those around us to be the very best version of themselves.

Consider this scenario, a dentist walks in each day and worries about where the numbers are not being met, so they “get on” their front desk to pack a schedule so full that they continually run behind. Nobody has time to be intentional with collections as they are dealing with an over full waiting room and continual no shows that have to be refilled because patients who feel their time is disrespected see that as validation to not honor appointments. As a result the doctor feels the need to squeeze in low production work at the last minute, causing the team to rush through their relationship with the patient or even worse the procedure. Because of the time crunch CE is postponed and skills remain adequately stagnant and so does the team. This is the result of not enough time for growth or development. Not only that, but the day is so full that there is no time for conversation around their performance and consequently future development and so team members behaviors get lazy or less effective. Odds are the referrals, recommendations, and likes will dry up. As a result the practice finds themselves doing more procedures that are less satisfying or challenging, they work on patients with whom we have no real relationship and the work becomes transactional, a revolving door, resulting in lower revenues. All caused by focusing on metrics that create stress rather than joy.

So let’s flip the script! What if the doctor first created a clear intention around their practice. Committed to who they were going to be to themselves, their patients and to their community? What if the intention was to show up every day as the very best leader and dentist possible and the schedule reflected that? What if they continually focused on enhancing their skills, and chair side manner and sought coaching to become a better leader, listener and a more effective communicator? What if they regularly prioritized seeking out truly impactful CE and in building themselves committed to building those on their team? How meaningful would their development conversations be? What would be the impact of holding each person accountable to do their best work, thoroughly and in timely fashion?

Now let’s say that by demonstrating that their patients time is valuable, they made sure the schedule was crafted so that patients rarely had to wait. Imagine if limiting beliefs around money were explored and problem solved regularly, so that every team member felt confident having financial conversations to move a patient towards the best possible care. Consider that if all those things were done well, the patients will happily give the practice strong reviews and recommend them to others they know. Now the practice becomes part of a community and production grows, and as a result, collections will as well. All of that results in better knowledge, technology, care and relationships. Better still, the cycle repeats.

It’s easy to get fixated on what we think we should be watching and easy to stay deeply rooted in our automatic patterns, i.e. safe space, a known landscape. The reality is, that is just an illusion. It’s through focusing on ourselves, how we show up every single day to the people we serve and those who serve with us that can break a business or make it an outstanding place to be and serve. The best part is that the power and choice is completely within our span of control.