How one Practice Manager and a fresh perspective grew our business by 250% in 2 years

"Hi Chris ,

I am terrible at keeping up with my reflections or at least writing them down. I do it internally in my head and I do try to do it regularly with the team. Just not so much with you!

I’m writing today to say how moved I was by the email you sent to our Practice Manager. I actually cried reading it. She is such an amazing asset to our team.  We are so so lucky to have her. She does not realise how good she is but I try to convince her. She's an amazing leader. She’s enthusiastic to learn and better herself. She has so much more potential.  I hope what we are developing at the practice keeps her engaged enough.  It’s very exciting.  

Also , I’m so excited we are working with you again. We are working with you from a position of early roots of success and growth which is a lovely place to be. Even in this position I find it invaluable. It focuses us and we can actively celebrate our successes with your overview confirming this . 

It’s like going to the gym and you are the PT. We get in a routine doing what you advise and it works .

When we first worked with you over 30 years ago, my business partner and I committed fully. We had never run a business before and wisely knew we needed guidance. You were definitely influential in us building that business up to sell it 4 years ago for well in excess of our target value.

If I’m honest ( please forgive me ) when we signed up again with this business, now my 5th time of working with you, I felt I would know it all and it was mainly for the rest of the team. How wrong I was.  I found you fresh and engaging as ever. I left the first 2 workshop days buzzing with excitement to get back and start implementing all the changes. 

I worked for a corporate for 3 years full time and now just 2 days a week. I found it soulless.

Among the many reasons, the main one was I missed developing a team and growing a business.  I didn’t realise this until I moved here and had some skin in the game again.  

It’s so amazing to have my PM to work with who totally gets where we are going, has amazing ideas of her own and has managed with great leadership to get all the team on the bus.  

We are trying to reward them and let them know how we value them and for now it seems to be working.  We lost 2 members of staff who were not on the bus with all the changes  recently and it’s like fairy dust has been sprinkled over the practice. Long may it last!

From when our PM started with us just over 2 years ago the practice turnover has increased 250% at the end of this financial year. 

We are on a trajectory and it’s so exciting to imagine where we can go. 

I know our PM shared with you at the last zoom call our uptake on new patient conversion to plan and new patient uptake of treatment is in the high 60%.  

I am so proud of what we are achieving. 

Our PM just yesterday in our management meeting had ideas of putting in a 4th surgery . 

Just wanted to let you know what you do is working for us and to thank you even though it’s early days . 

Please use any of this as a review and apologies I’ve not done one before.

Have a lovely weekend Chris."