Imagine you’re going on a cruise and as you board the ship with the others, the captain is there greeting all 200 passengers by name as they come up the gangplank.
“Wow!” you think. “How does he do that?” As you walk past one of the crew members, you ask them how the captain knows all the passenger’s names?
He responds “Oh, he has a copy of everybody’s passport and memorizes their photo and name.”
“Impressive,” you think, as you meander your way to your cabin when upon entering you notice a carefully folded note on the bed. I unfold it before laying down and read,
Dear Dave, I have personally made your bed because I want to make sure it looks absolutely perfect and want you to know that I care about quality here on my ship.
Now you’re thinking, “Ok, I didn’t even pay for first-class. Does he do this for everybody? Surely he doesn’t have time to go and make everybody’s bed?”
You decided not to think about it anymore and get changed and got out to grab some dinner. As you enter the dining room, you casually look at all the sharp-looking waiters in their suits, when you recognize someone serving soup to the guests. It’s the captain!
You pull aside one of the waiters and ask what the captain is doing serving soup?
“Oh, he likes to stay in touch with his guests, make sure they are enjoying their stay. He really cares about the guest experience on his ship.”
You begin to think, who is steering the ship. After dinner, you meander up toward the bridge when you notice a group of workers cleaning the deck laughing and enjoying themselves. There in the middle (you guessed it) is the captain.
You grab one of the workers and ask, “What is the captain doing swabbing the deck?”
“Oh he likes to spend time connecting with each of the staff, to see how things are going and he’s not afraid to get his hands dirty on his ship,” he says casually.
You can’t take it anymore. You run up to the bridge, desperate to see who is steering the ship. Upon entering you find it completely deserted and nobody at the helm.
You look ahead and are terrified when you see that the ship is headed straight for a sandbar.
Before you can grab the helm yourself, in rushes the captain, who takes the wheel and narrowly misses the sandbar.
“Whew! That was a close one, I thought we were almost goners this time, “ says the captain.
“Well, we’re still alive, aren’t we? That’s what’s important. I sure do love being the captain. It’s always so exciting and there is so much variety. It’s really the best job ever.” he continues to talk as he exits the bridge, leaving you alone.
Here we have a captain that really cares about quality, customer service, he’s in touch with the employees, and he’s not afraid to get his hands dirty. Sound like a perfect captain, right?
You’re probably thinking no way.
But I see this all the time in practices where the dentist is not acting as a true captain. They get tied down by too many little things.
In this video training above, I go over what doctors should be focused on and why worrying about the day to day, will only plateau your practice.