The Best Practices Show with Kirk Behrendt 683: Eric Hubbard - Does Culture Really Impact Your P&L?
683: Eric Hubbard - Does Culture Really Impact Your P&L?
Have you ever wondered whether company culture really affects your P&L? In this episode, Kirk welcomes Eric Hubbard from Pain Free Dental Marketing to talk about the importance of culture and how it can differentiate a dental practice from corporate dentistry. They also discuss the role of core values in shaping culture and the negative impact of tolerating a bad culture fit. Eric shares his personal aha moments and offers advice to dentists on building a healthy culture.
Episode Resources:
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- Follow Pain-Free Dental Marketing on Instagram: https://www.instagram.com/painfree_dentalmarketing
- Learn more about Eric and Pain-Free Dental Marketing: https://www.painfreedentalmarketing.com
Main Takeaways
- Culture plays a significant role in the success of a dental practice and its impact on the P&L cannot be underestimated.
- Core values are essential in shaping a positive culture and should be clearly defined and communicated to the team.
- Leadership plays a crucial role in maintaining a healthy culture and should not tolerate a bad culture fit.
- Learning from mistakes and aha moments is essential for personal and professional growth.
- A strong culture can lead to increased team engagement, patient referrals, and acceptance of treatment.
Segments
00:00 Introduction
02:06 The Importance of Culture in Dental Marketing
07:23 The Impact of Culture on the P&L
10:09 The Role of Core Values in Culture
12:39 The Role of Leadership in Shaping Culture
16:28 The Role of Trust in Culture
18:54 The Negative Impact of Tolerating a Bad Culture Fit
20:49 Learning from Mistakes and Aha Moments
25:13 Addressing Dentists' Concerns about Culture
30:02 Culture's Impact on Team Engagement and Growth
34:07 Conclusion
Quotes:
“I think that we're seeing the commoditization of dentistry and with the rise of DSOs and corporate efforts. Corporate dentistry wants the commoditization. They don't want you looking for a specific dentist. They want you looking for a crown. They don't want you to get tied to a hygienist because the turnover is so high.” [5:00 - 5:31]
“There’s a wonderful opportunity in the private practice realm of how to differentiate yourself from that and un-commoditize yourself from insurance, who also wants a commodity in corporate industry.” [5:25 - 5:39]
“You have to differentiate yourself from corporate dentistry. You have to differentiate yourself from what insurance wants you to be. And you have to do that by telling your story. And the basic way to tell your story is being authentic.” [5:59 - 6:12]
“I think to be great, you have to have your core values, talk about them all the time. And I think they, they absolutely have to be, every person in your office is a reflection of that office, and they need to, they need to represent them.” [8:57 - 9:15]
“The first P&L implication I'll say is just around training. We have had one employee quit since 2014. Now we've had other people leave and [others have] asked to leave for cultural reasons, but there's one employee that I'm like, man, that one got away. And to me, employee engagement, employee turnover is the first P&L implication.” [12:54 - 13:39]
“I think the second way is patient referrals. I think patient referrals climb. Any practice that's not getting 55 to 60% of its new patients via referrals, there's no way around it. You have a culture problem.” [14:48 - 15:04]
“I think the third way is that patients are going to accept treatment more consistently.” [15:12 - 15:16]
“Nothing kills a great team member than when you tolerate a bad one.” [19:55 - 20:00]
Eric Hubbard Bio
Before founding Pain-Free Dental Marketing, Eric Hubbard started his career in the corporate world. He built his marketing foundation at Procter and Gamble, where he mastered the art of aiming messages directly at the company’s highest value patients.
Years later, Eric’s hometown dentist became interested in marketing strategies to save his dwindling practice. He became Eric’s first client, kicking off his marketing agency where he and his team have been helping practices grow ever since.
Follow Pain-Free Dental Marketing on Instagram: https://www.instagram.com/painfree_dentalmarketing
Learn more about Pain-Free Dental Marketing: https://www.painfreedentalmarketing.com