www.njchiropractors.com I 31 When someone starts talking to you, it is an invitation to engage, and you need to stop what you are doing and actively participate. Face the person, make eye contact, and listen to the message and meaning they are trying to convey. With time, effective communication strategies will become second nature as you see an increase in your overall success in patient interactions. 3. Accountability Accountability is the willingness to claim 100 percent ownership for the results produced as a consequence of your involvement, both individually and collectively, with others in your workplace. This breaks down into personal accountability, team accountability, and managerial accountability. When all is in place, a network of accountability is created. Personal accountability means holding yourself responsible for achieving your goals, completing your job duties and following through on your commitments. But, in order for the practice to run cohesively, all members of the team must hold each other accountable for job performance and meeting of goals. In addition, for those in management roles, it means holding those you manage responsible for achieving goals, completing job duties, and following through on commitments. Holding yourself and others accountable is merely one step within the greater process of managing by objectives. Therefore, holding yourself and particu- larly others accountable for anything can only be done when specifically identified objectives are set and communicated, when job descriptions are clearly defined and communicated, and when systems are in place to measure goals and objectives. What creates an environment of accountability? •  Specifically identified objectives are set and communicated •  Job definitions are clearly defined and communicated •  Standards and systems are in place to measure goals and objectives •  Regular staff meetings are held, following an agenda •  Successes are acknowledged, as well as failures 4.  Statistical Tracking and Analysis Statistical tracking and analysis is the act of recording and reviewing your practice’s activities. You can track anything you want, but at the very least you should be tracking: •  Consultations •  New Patients •  Prescheduled Appointments •  Total Visits •  Missed Appointments •  Rescheduled Appointments •  Reactivated Patients •  Services •  Collections It is not enough to simply record statistics. Stats need to be tracked and analyzed, and both management and staff must be aware of individual and team statistics so everyone understands how to maintain or improve to reach goals. Stats should be posted prominently in the office in a place where all staff members will be sure to see. For instance, a breakroom or meeting room. At your weekly staff meeting, statistics should be shared and discussed. This is the time to develop the action plan to improve down statistics and maintain up statistics. 5.  A Strong Team with a Positive Attitude In order to grow and support the team culture and mentality, the practice must: •  Foster effective communication •  Set clearly defined plans and goals •  Define job descriptions and objectives •  Hold weekly staff meeting and daily huddles •  Acknowledge successes as well as failures •  Promote positive reinforcement •  Use rewards and motivation Team Building allows us to: •  Improve communication •  Work toward common goals •  Foster healthy competition •  Strengthen relations •  Break down barriers & reduce conflicts •  Improve problem-solving skills •  Recognize and appreciate each individual’s contribution •  Get to know each other better •  Identify & capitalize of each individual’s strengths •  Create a motivating & enjoyable environment •  Have fun! 6.  An Expansion and Development Mindset Successful practices do not stop at the front door of the office. If you are not proactively marketing your services to current, past, and potential new patients, your growth will be slow and unpredict- able. In order to maintain steady growth and profitability, a solid marketing plan needs to be in place to maximize revenue opportunities. All staff must be of the growth and expansion mindset; marketing is not an island by itself. The plan for marketing your practice should include: •  A referral program •  Reactivation •  Patient appreciation •  New patient orientation •  Community and corporate outreach •  Surveying and lead generation •  Testimonials •  Internal events (holiday celebrations, charity affiliations) Remember, the best source of a new patient is an existing or past patient. These marketing programs give you access to a wealth of new patients, but only if everyone in the practice is focused on growth and expansion. Through the implementation of these six components, you have the keys to increase your volume, improve retention, reduce turnover, improve efficiency, grow your practice and maximize revenue. Lori W. Allen is a practice management expert and owner of Profitable Practice Strategies, a Premier Supporter of the ANJC. Visit her website at http:// loriwallen.com/.