From: Dr. Margolies First .. I appreciate the response to last week廣 e-mail concerning soaring like a kite. It seemed to hit the right chord as many of you responded to this e-mail with positive thoughts. Like talk radio .. 2% call and 98% listen. I imagine if all the 2100+ DC廣 receiving these weekly e-mails were to reply each week .. I寮 have no time to practice .. teach .. be a father .. have some fun .. etc. But .. I幟 always interested to read your replies. I receive requests concerning practice management .. marketing .. technical advice .. and always try to answer the same day. I also asked you to send your notices concerning chiropractic (non political) issues and I寮 place it in the next e-mail. Here is one concerning Lyceum at Sherman College. It will be from May 21-24, 1998 and there is a Women's seminar, Thursday May, 21. If your school is having a homecoming or special event let me know a few weeks in advance. If possible .. I will also post practice opening positions .. for example there is room for an independent contractor in metro Atlanta. If interested call 404-633-0006. These e-mails go throughout the world and often a hot tip may bring the world closer together. I影e been asked a number of times to publish these e-mails. This is a great idea. I may clean the best of them up and embellish a bit more and print a book that will motivate both doctor and staff. I幢l begin working on it sometime this summer. If you have any kind words concerning these e-mails that I can print and use for any marketing .. please e-mail it to me and state you have no problem with me using it. It would be appreciated. Also .. the latest issue of Dynamic Chiropractic has some sound advice from its editor, Mr. Petersen. If you haven廠 begun your patient e-mail program yet .. begin today .. gather e-mail addresses and send your patient廣 something on a regular basis. I just received their May issue of TO YOUR HEALTH .. the patient e-mail newsletter version .. and its a dandy. Also .. there was a letter to the editor concerning a running debate about cash or insurance based offices. Regardless of how you choose to participate you must always tell the story .. provide a sound and conservative service .. and be aware that those less fortunate and desire and require care not be left out. How you are paid .. makes you no more or no less a professional or a loving and giving individual. E-mail message this week: Staff The strength of any business is its backbone .. just like the human body. The mechanics of daily life is made easier when we can depend on proper function and coordination of its components. The doctor and staff are mere components of our business. We are limited to our capacity to emotionally and physically grow .. although fostering the proper team .. the proper mix of character and substance .. we can increase our capacity and go beyond the shackles of any limits. Therefore choosing and keeping the proper team is paramount to success and practice harmony. If you have been in practice for any length of time you know exactly what I mean .. you can leave the office and feel comfortable that work will go on .. that phones will be answered with the proper tone and questions answered correctly .. that patients aren廠 being weaned out because of a CA廣 caustic demeanor but increased because of their compassionate and nurturing nature. I am sure you heard or have your own horror stories concerning staff. Likewise .. staff can tell tales of doctor mismanagement and limitations .. but the doctor is the employer and unless the doctor practices as an associate or within a group where a manager can intervene .. the doctor廣 limitations is their loss and without outside intervention the staff has either to grin and bear it .. or leave. Like a great marriage .. by the way .. I影e been married for over 25 years .. it begins with trust .. communications .. a love for laughter and life .. and the ability to give and take. The same is true for the dream staff. It starts with the interview .. a trial period of work and demands .. and over a period of testing the waters you decide if they will blend with the present team. This is true for the upstart practice ready to hire either a part or full time employee. They have to fit with your personality and demands and blend with your the flow of energy to be right. A practice with a limited number of staff may also limit its growth. Conversely .. if you are too heavy with staff and do not delegate the work and cross train you will be overwhelmed with redundancy and mismanagement. Choose your staff wisely from the beginning. Their overall demeanor .. or tone .. is paramount. It is near impossible to teach anyone common sense and likewise it is near impossible to teach someone to be upbeat if their life is overwhelmed with grief or they feel that it is a constant burden. If you think about it .. we spend more time with our staff than with our spouse and family. Therefore .. the right mix is a must. Staff motivation is also a important factor. A normal business pays their staff a set salary with a possible yearly raise and/or bonus. As a sole practitioner .. we need the cooperation and enthusiasm of every team player .. especially our staff to maintain and grow. Is setting the starting salary high or a bonus system the answer .. will it motivate them to do more .. or is profit sharing the way to go? I think there can be a mix here. If you set the salary too high the staff member may feel there廣 no benefit to work harder .. to generate more patients .. to call missed appointments or reactivate others .. at times it幢l seem you廝e a hostage to your staff. If you set them on a bonus system and they expect it (it almost becomes their salary) and for one reason or another it is not being met .. they can be demoralized and burn out quickly. Therefore .. I recommend a form of profit sharing .. a merit system of raises .. and office games and goals that can be used as a team effort. Quarterly .. at minimum .. office programs should be activated with everyone getting involved .. talking up the program .. making necessary phone calls .. creating awareness within and without the office .. if a goal is met a bonus award should be given .. money .. material .. that廣 up to you. Your office and responsible staff members should be on a statistical basis .. if goals are in place at the beginning of each month and they reach these goals due to their efforts .. you then provide them the stated bonus .. not as a given but as an incentive due to their achievement. As a team effort everyone wins. We are a business .. a healthcare business .. a caring business .. but a business nonetheless. Your office is similar to the nearest stream .. the water flows but can be diverted .. the water flows but can be suppressed .. but it will find an outlet and continue its journey .. with your staff motivated they will see the journey as their responsible vehicle as well and assist in making it as pleasant and profitable for you and for them. Dr. M