Issue 15 - November 2004

Success File
3 unrealistic expectations in managing your practice
By Bob Levoy

Perhaps the saddest mistake of managing your practice, one that causes endless frustration and stress, is having unrealistic expectations. Here are some of the more common ones that create a blueprint for disappointment and stress.

UNREALISTIC EXPECTATION #1
You can find or develop the “perfect” employee.

Reality: Do you expect your employees to be as dedicated, hard-working, energetic and vitally interested in your patients and the success of your practice as you are?

High expectations are fine. Studies show that employees tend to live up to their employers' expectations. But unrealistic expectations are, by definition, unattainable.

If you have unrealistic expectations about employees, you'll be frustrated by what you perceive as unmotivated employees. They'll forever disappoint you.

Your employees, in turn, will be frustrated because it will seem as if nothing they do will be good enough to earn your approval and appreciation.

The result? Resentment and stress — on both sides.

Solution: Do an in-depth assessment to pinpoint the root of the problem. Start with the job requirements: Have you hired people with the right skills, attitudes, talents and experience to match your needs?

How about your management style? Are people failing to perform to expectation because you do not communicate and delegate?

What is lacking in their performance? Do a performance appraisal (one-on-one) and give specific feedback.

UNREALISTIC EXPECTION #2
You can change other people.

Reality: Do you believe that if you are persuasive and persistent enough, you can change another person? Do you think you can get a partner to work harder, faster or take more of an entrepreneurial interest in the practice? Trying to change other people's beliefs to conform to yours assumes their priorities and motivations are the same as yours. That's possible, but again unlikely.

Solution: Accept that you have a limited ability to change people.

Your alternatives? One is to keep trying — but perhaps with a different approach. Another is to negotiate your differences; reach a win/win compromise. If necessary, learn to live with the situation.

Severing the relationship is another option if you're in a position to do it.

UNREALISTIC EXPECTATION #3
You can please every patient, every time.

Reality: Do you truly believe you can please every patient who comes to your office? Do you take it personally when you don't or can't? The fact is, some patients are impossible to please and drift from one doctor to another, you included. Others are more cost-conscious or demanding than your office policies allow.

Solution: Unless the numbers are getting out of hand, don't be too hard on yourself over lost patients. Turnover goes with the territory.

Take the advice of the late movie mogul, Louis B., Mayer: “I can't tell you the formula for success,” he said. “But I can tell you the formula for failure: Trying to please everyone.”

As the poet said, a man's reach should exceed his grasp. But have goals that are realistic and attainable and with which, you're comfortable. Most importantly, have expectations that will enable you to enjoy your patients, colleagues, staff and your own impressive achievements.