Rana Kennelly | Building a Team That Cares as Much as You Do

Yeah.

Well, look, when you're just here talking about my team, like I'm just smiling so big because I'm so proud of them, you know.

Everything that they've done as individuals, of course, but everything that they do, we're all very, very different.

But when we come together, we've got a great respect for one another and it just works, you know what I mean? I think for that, you need to let your team know what you don't tolerate, you know, and what you do tolerate.

So I set really clear boundaries and expectations with my team, you know, first with, you know, just the simple things of, you know, your mission statement, you know, our mission statement, it's repeated all the time, natural aesthetics, ethical practice, exceptional results.

You know, I talk to our team and they could repeat them to you as well.

You know, we talk about our practice virtuals of compassion and communication, exceeding patients' expectations, pride in being the best.

And in terms of like welcoming people into your space, how do you make that happen is that you really have to exceed patients' expectations.

They can go anywhere, right? And our business is very hard to find.

We're on the third floor.

We don't have any outside signage.

And I joke that if patients want to come to us, it's really hard to find us so that they really do want to come.

So when they eventually walk up, you know, three steps of, you know, stairs, these old rickety 120 to 130-year-old stairs that are very, very rickety or the elevator, they want to be.

They want to be at the confidence bar.

They already know who we are.

They understand what we stand for.

They understand our philosophy of care, natural and a safe aesthetic.

And then really it's the big welcome.

So when we have a new patient, we talk about it in huddle.

That's one of our practice rituals.

that everyone's at huddle, we're getting aligned for the day, and we share our gratitude for those new patients that choose us for the day.

Sometimes we have five new patients a day, sometimes we have seven new patients a day, and we smile big.

We've got a little welcome gift waiting for them with their name on it.

Those welcome gifts change every month, and we give them a welcome tour because our space is not just one space.

we're actually four smaller spaces shared between the second and the third floor.