When we become happy then our workplace becomes a happy place for our clients to come to.

If this seems like a challenge at times imagine if you managed a dental surgery. How would you create a happy environment for your clients in that setting?

Some years ago a Brisbane dentist by the name of Paddi Lund took up this challenge. He realised that he wasn’t enjoying his work in the way that he used to so he set out to find a way to make his dental practice a happier place.

He has been so successful in doing this that he has even written a book about it called “Building the Happiness Centred Business”. In it he sets out his theory of happiness which really has two fairly straightforward parts.

One: Spend more time with happy people and you will have more happiness.

Two: You will become surrounded with happy people when you are kind, generous and loving to those around you.

In his dental practice he had already spent a lot of time systemising the clinical procedures: the way the instruments were passed, the order in which materials were mixed. This had all been done to save he and his colleagues time and effort.

Then he and his team set out to systemise their social behaviour at work so that they could have a happy working environment. This led to the development and implementation of a “courtesy system”. This courtesy system is a system of eight performance standards designed to make the workplace a happier environment.

Dr Lund said that many people felt that it was really over the top to have a set of performance standards for a dental surgery. They also commented that it would come across as incredibly artificial and stilted.

He disagrees. He says that all social behaviour is learned. He admits that when they first started acting according to the performance standards in the surgery they felt awkward. They thought that people would laugh at them for being so formal. In fact, he says that just the opposite happened. The most common comment from customers is “isn’t it nice that everyone is so pleasant to each other around here. I wish it were like that at my work (or house)!”

Here is Paddi Lund’s courtesy system:

Performance Standard One
Speak very politely. As a minimum say “Please” and “Thank you” using a persons name. Use an even pleasant tone and no sarcasm.

Performance Standard Two
Always talk about people as though they are present and listening to your conversation. Use a persons name in each sentence that refers to them.

Performance Standard Three
Discuss problems in private. In other words ‘don’t air your dirty linen in public!’

Performance Standard Four
Apologise and make restitution if someone is upset by your actions. Apologising is not a sign of weakness, it is a sign of strength.

Performance Standard Five
Greet and farewell everyone by name and make eye contact.

Performance Standard Six
Blame a system, not a person. Human error is usually caused by a poor system or a system people don’t understand or adhere to.

Performance Standard Seven
Tell the truth. Sometimes blaming the computer or the supplier can get us out of trouble but when you make up stories it often catches up with you in the end.

Performance Standard Eight
Use empowering conversation. Make positive comments. Language is very powerful and negative language doesn’t help anyone.

Paddi Lund and his team have found that this courtesy system has made a big difference for them at their dental practice. I wonder what lessons you and your team can take from it. Why don’t you give your team a copy of this article. Ask them to read through it and arrange a meeting to discuss whether you should be taking steps to build a happiness centred business.

Click here to purchase your copy…..

View Jurek Leon's Profile      Subscribe via RSS