One Friday night, Tom and I met for a well-deserved happy hour and dinner after a very long, full week. Tom chose one of his favorites, a local San Diego brewery, Karl Strauss. The modern, rustic restaurant has only been open in Temecula for about a year. Unlike most places (especially when they first open), since the very first time we dined there, we’ve noticed a consistently high level of well-prepared food, good craft beer, and great customer service.
On this night, as we sipped on a cold beer, munched on a homemade soft pretzel with mustard sauce, and waited on our meal, Tom observed and commented on a couple of reasons why we are always sure to feel that way.
As with most restaurants, you are assigned a waiter or waitress whose job it is to make sure your order is taken, recommendations are given and your beer is full. But no matter what you order at Karl Strauss, your server also surprises you with a generous sample of one of their specialty microbrews that “pairs well” with your appetizer, your entrée, and yes, even your dessert (think, peanut butter cup porter or chocolate ale). Always nice to be pleasantly surprised, and, of course, we always seem to order just one more beer. Funny how that works.
But more important than the unexpected extras is the fact that, as Tom put it last night, every table seems to be everyone’s table. What I mean is that no matter which waiter, waitress, or service person walks by, their eyes are scanning every table for a plate that can be removed, a napkin that can be picked up, a water glass that can be filled, or a facial expression which appears to communicate something is wrong or missing from the meal. In that regard, every table is everyone’s table. In essence, true teamwork at its finest.
It struck me that in the last month I had observed two examples of this dynamic playing out in dental offices. In one office, as the clinical team was in official “melt-down” mode, running almost an hour behind, the administrative team was filing charts, copying schedules, and restocking the paper in the copy machine. But they got it right in another office, as the hygienist with a “no-show” appointment came up front to ask, “What is the most important thing I can do to help you right now?”
In the second office, every table was everyone’s table. In the first example, everyone just worries about their own. And customers, clients, and patients notice.
This week, pay attention to not only doing your own job really well but also helping your teammates to do theirs well. It makes the day run smoother for everyone. Our clients love the atmosphere and energy of a team who fully supports one another and, in my opinion, creates really good karma!
“Talent wins games but teamwork wins championships.”
~ Michael Jordan
Comments
Great article, as always, Katherine!
Thank you, Adrienne! So happy you liked it.
Great article, Katherine!
Thanks, Jan. Feels like it is a very common experience. Thanks for commenting.
SOOO much of this! As a former restaurant manager/corporate trainer turned Dental Office Manager, there are SO many things from my hospitality years that I have carried over to my office. As a small office, if we don’t function as a team, we aren’t going to make it on busy days. Great article! And enjoy one of those delicious sounding beers for me!
Oh yes, Jamie! I bet you’ve been able to transfer a lot of your past experiences to your dental office management. Serving is serving and teamwork is teamwork, no matter what industry you’re in. So happy the article resonated with you and thanks for taking the time to write to us about it.
I so love this one! Thank you Katherine for sharing!
I’m so glad, Kristie! IT really was a great reminder for me as well. Thanks for taking the time to comment. It means a lot to me.
Every article you bring out is food for thought, along with personal actionable avenues to get me moving.
Thank you
You are so welcome, Abbas! It makes my heart to sing to know that you are finding such value in my weekly blog articles. Thank you for taking the time to write such kind and encouraging words to me. It means so much.