MIXING BUSINESS WITH PLEASURE

from The Profitable Dentist (Letters to the Editor)

Susan If you are in the role of an office manager, I can only imagine that your employer feels you are well suited for the position. This I note from my own personal experience as a practice manager who is (according to my supportive husband), in my manager role 24 hours a day (yes, even sleeping).

This is about mixing business with "pleasure." I really do love my job as a coach and co-worker and I have figured out that because we are human, my employees cannot completely separate their professional lives from their personal lives.

Listening to staff members, showing them that I care about them as a person, not just an employee, has been a critical lesson learned over these years. If there is a secret to my success, then it is simply this: I would rather teach with a velvet glove, than rule with an iron hand.

"The Profitable Dentist" newsletter has been quietly placed on my blotter again this month. What my bosses don't know is that I read it cover to cover BEFORE they even see it.

I began my career in dentistry on a whim. I wanted to do something different. Life brought me to Stratford, Connecticut, and after three months, I decided to make a career change. I scanned the local paper for a part-time job and ended up with a dentist who had a 5-month-old practice, a new baby, and 50 patients. They all loved to talk about cars.

With a great deal of apprehension, I became a 12-handed dental assistant. My extra appendages were used to answer the phones, develop x-rays, schedule appointments, collect money, sterilize instruments, etc., etc., virtually all at the same time.

I got very excited about dentistry. Of course, the practice started to grow... more patients, more equipment, hire a hygienist, then another one, grow, grow, grow! Needless to say, we sort of expanded our horizons.

Twenty years have come and gone, as well as several employees. I have always been with them -- and the doctors -- on "the fence," so to speak, listening to both sides.

We now have a brand new facility with ten operatories. The equipment is state-of-the-art. Our patient base is in the thousands. I work for two terrific dentists and they employ a staff of 21.

It is not a simple task to keep it all running smoothly. I'd be lying if I told my fellow practice managers how easy it all is. They know how much personal effort goes into keeping the wheels greased. I can probably answer any practice management question asked of me. 1 maintain a positive attitude with my staff because the door to my new office always stays open. I require respect, but I'd be out of order if I didn't give my employees the deepest respect in return.

I still love my job after all these years... and I've learned a lot more about cars! I truly do mix business with pleasure. It's my way of reaching and exceeding my goals.

SUSAN A. LEACH-GREGAN STRATFORD, CT

Editor's Note: Susan works for two of the nicest dentists in the business: Dr. Jeffrey Hoos and Dr. Johna Zitnay. She resides in Connecticut with her husband Richard and two step-sons. Susan has been employed as a dental assistant, front desk coordinator, financial administrator, designer, decorator, "psychiatrist," and practice manager for the doctors for the sum of 20 years. She can reached at 1-800-94-TEETH or (203) 378-9500.

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