I recently attended the Academy of Dental Management Consultants (ADMC) virtual meeting. This organization shares the latest trends in management and sharpens my skills. I was intrigued by keynote speaker Kevin Brown’s message about heroes—how ordinary people are “showing up and doing something extraordinary.” I found this to be such a positive thought despite what is going on in the world.
As Kevin spoke about his past and his family, I was reminded of the many people who influenced and mentored me, especially those who have passed on. While their passing from this world saddens me, I am forever grateful for their passion, kindness, optimism, and dedication—their legacies. Typically, I am a numbers person who enjoys evaluating practice financials. But I felt compelled to honor these influencers and share a few important life lessons they taught me that go beyond productivity and profit. I hope to encourage you to become a hero and mentor, and as a result, experience increased rewards personally and professionally. It’s a legacy worth having.
Hero No. 1: Dr. Roberts
After nearly four decades, I only remember this dentist as Dr. Roberts, but I haven’t forgotten his kindness. He had a practice located above the Walgreens where I worked while I attended college. When he escorted his elderly patients down to the pharmacy for their medications, he and I would have conversations while the pharmacist filled the prescriptions. He would ask me questions about my life, school, and family.
One day, I shared that I was not certain about the direction of my career. He immediately proposed the dental profession because he felt it was so rewarding and allowed him to help people. His passion for people was so infectious that I felt it might be the right profession for me. He said, “Call my office anytime, and I’ll have you schedule a time to talk with my assistant or hygienist.” I took him up on his offer. His caring demeanor along with our conversations and short visits inspired me to enroll in dental assisting school and set my path in motion.
I cannot help but wonder how many others would call Dr. Roberts a hero. Surely the time he took out of his busy days to help his patients and be part of his community impacted many people. He knew everyone by name, was always positive, and was genuinely interested in people. This is just the way he was, and he never asked for anything in return.
Hero No. 2: Linda Willis, RDH
Linda ran a dental assisting school with her husband, Dr. Paul Willis. The classes were in the evenings, which allowed me to continue to work. In fact, Linda changed the class start time to ensure that I could attend, and this kind step proved to be life-changing for me.
Our communications about my schedule were over the phone. Even though I had yet to meet Dr. and Mrs. Willis personally, they understood my struggle regarding my need to work, and they made it possible for me to attend their school. Six months later, I completed the program as the valedictorian. Since then, my career has been extremely rewarding and has allowed me to help people, just like Dr. Roberts predicted. I will always remember Linda telling me, “We will work it out; don’t worry. The most important thing is to get here safely.” I would not have the dental career that I do today if not for the Willis’s generous accommodation.
Hero No. 3: Stephen Labkon, DDS
Referred by his dental hygienist Barb Murphy-Deri, RDH, a friend of mine, I accepted a dental assisting position in the office of Dr. Stephen Labkon. During my time in his office, my clinical skills improved greatly.
Besides being an excellent dentist, Dr. Labkon was an amazing teacher. He often complimented his alma mater by saying, “Northwestern is in a class of its own,” and he was too. He patiently showed me how to become proficient in chairside assisting, explaining the reasons behind each step, and taught me the skills needed to support the practice as a valued team member. He praised my accomplishments (he said I fabricated the best temporary crowns), which propelled my desire to learn more.
He also made sure I knew how important it is to always consider the patients’ values and personal preferences. In other words, it was not just about what he wanted to achieve, but after thorough diagnosis and patient education, it was also about what the patients wanted and how he could help them reach those goals. Like Dr. Roberts, he was involved and respected in his community as a wonderful dentist and caring friend.
As I honed my craft of dental assisting, I continued to take night classes and discovered accounting and business classes were a primary interest. Through the years, I used these skills as I made a shift from the clinical aspect of dentistry to the business side, and then on dental office management. Dr. Labkon was an encouraging force in my initial transition.
Hero No. 4: Mary Kenney Alwan
Mary was a dental management consultant with Pride Institute and part of the team for a large practice that I had managed in Chicago. She was smart, approachable, and truly wanted to help people succeed. Mary taught me about acceptance of others. She stressed that we are all unique and “cut from a different cloth.” We all have different ways of learning, and we have our own paths to achieve our responsibilities and goals.
Cultivating my role as office manager, Mary taught me how to foster team success. Listening to how people feel, providing honest constructive feedback, and celebrating people’s achievements were at the top of her list, and are now at the top of mine. The culture she established worked. These teams not only created an exceptional experience for their patients, but also for themselves. The entire practice flourished. As a member of Mary’s team, I was rewarded financially while being treated with respect and encouragement. These times with her represent some of the best memories of my career.
Hero No. 5: Sally McKenzie
I first met Sally when she spoke at the Chicago Midwinter Meeting in the early 1990s. I was immediately drawn to her “power,” as I like to describe it. Our similar backgrounds created a connection, as did our similar techniques and good results. Through the years, we kept in touch. She would inquire how old my kids were and then ask, “When will you be ready to work for me?” After a few years, I was ready.
I had been working for a major dental supply company as a technology instructor and was managing many office teams on my own. However, I wanted career advancement, and working with Sally would provide that. She knew what my experiences were, and said, “We’re going to throw everything you know out the window, and you will learn from me.” We spent days together in California, and then at weekly and monthly conferences so that I could learn her style and approach.
While Sally had her serious business side, she was also funny and caring. In addition to her “Sally ways,” she led by example with a dedicated and strong work ethic. She put everything she had into her business and clients. No doubt, she taught me to push myself and appreciate the work-life balance that can be a struggle for us all.
I was a consultant with Sally for six years until I decided it was better for me to stay close to home and be available to my ailing parents. My time with Sally was empowering. With her help, I gained more confidence in my abilities and became a better business owner.
The common thread in my stories is that these people were willing to invest their time and knowledge in me. While their mentorship proved to be very advantageous for me, it also helped them, in many cases, to reach their goals toward personal growth or a successful practice.
I hope these stories about my heroes help you recognize your own heroes. Drawing from their gifts, you can become part of the next generation of mentors and begin your legacy.
Tips for heroes
- Keep that human touch. Be a good listener. Take a genuine interest in patients, your team, and people in the community.
- Offer to help those in need with your time and effort, not just financially.
- Your team members (and subsequently your practice) benefit by your investments in them. Time is the best investment that can be made.
- Encourage and support people to generate their own solutions. Celebrate their achievements.
- Develop a culture of empathy, respect, and gratitude.
- Lead by example.
JEANNE E. GIOVENCO, CDPMA, has more than 30 years of experience in the dental industry. She is the founder of GIO Dental Consulting, a company that provides strategic efficiency planning for dental offices to increase productivity, patient retention, treatment acceptance, and customer service that builds patient loyalty and referrals. She is a member of both the Academy of Dental Management Consultants and the American Association of Dental Office Management. Contact her at [email protected] or (312) 315-0965.
