S04 E07: The Cadence of Accountability - how to care for a growing team

Guy Deeming is the senior partner in Queensway Orthodontics and a partner in the Queensway Group, which provides both general and orthodontic dentistry to the population of Teesside in the North East of England.   If you think YOUR lockdown experience was stressful, try closing the business mid-way through the opening of three new practices as a result of an earlier successful NHS ortho contract tender.   Guy describes in detail how he and his team have dealt with lockdown and, at the same time, used video consultations and Dental Monitoring to build a reservoir of new patient enquiries and continue to advise some patients in treatment.   We discuss: Why it's important to be bold in your moves; Dealing with the shock and tears of lockdown; The shift from worrying about revenue to keeping people safe; Sending a loud message to your team and your patients that "we've got your back" The guilt of enjoying lockdown The 08:45 Virtual Morning Huddle The definition of marketing during the Covid-19 crisis How he has delivered over 600 lockdown video consults so far Accidental brainwaves The humanity of performance management How to run an effective call-centre without isolating teams The winners in return to work ortho The increasing role of Artificial Intelligence in the new patient experience Trust us dear listeners - this is a masterclass in how to respond to our current circumstances.