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are you looking for a podcast where you can hear from real people regarding their real Dental drama if so then
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you've come to the right place join hosts Bethany Penny and Dr Reena Kuba as
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we dive into the solutions we've created and the mistakes we've made while
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managing Dental drama let's get started Dr Williamson
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welcome to managing Dental drama thanks for having me today I know this is just what you've dreamed of doing so I'm
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excited that you're officially here but before we get going I want to tell people who you are so you and I have I
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was trying to thinking about it on the way over a year year year yes so we've worked together for a year so still
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still fairly new getting to know each other but I will tell I think I've told you this the second I met you even that
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first phone call I hung up and I told my husband I just talked to the nicest person I think I've ever talked to you
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just radiate kindness and you truly are one of the nicest people I've ever met so there you
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go I should like KN you as Mr kindness or something but I thought of you for
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this particular episode because we have been talking about a subject that I just feel like is you which is generosity and
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kindness and all of that so I had to have you on the show today but before we get into that tell our listeners about
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you who you are your practice all that good stuff all right well I'm Robert
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Williamson I was born in the Glasgow area of Scotland and I moved to America
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in 1997 I was 26 years old I didn't graduate high school till I was just
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just before I turned 26 and came to this country so yeah so I got sponsored by a
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family to come over and go to university here in the states and then ended up
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going to dental school and then Pediatric uh Dental residency up at Ohio so I have been teaching part-time the
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dentals uh The Residency program at Children's Hospital uh in Dallas for the
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Pediatric Dental residence and then I have my own practice up in Sherman I bought it in 2008 so we're about 16
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years in it man it's been wild ride huh it's been a wild
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ride I have a feeling that even no matter what you say today people may just go back and listen to you talk so
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your voice alone your accent alone is soothing okay so you've had a practice for 16 years almost
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16 and I want to hear from you Dr coin I spent all last week's episode talking
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about this concept of appreciation and having kind of this attitude of gratitude and you said something
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recently that resonated with me you said no matter what you need to be generous from the start start you need to find
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ways to be generous and we are in the month of Thanksgiving and all of that
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how what are some ways that you display your generosity and I would say why why
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do you choose to display generosity
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well I'm the first person in my family ever to go to college Soh that's definitely a big change in my
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family and there's so many people in this journey for me that have helped me
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I was I was um kicked out of high school when I was 17 and so I really never felt
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as what I would amount to much in my life and and so for me to be a pediatric
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dentist uh is kind of overwhelming and just been
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grateful and something happened way back I think it was about 1999 2000 I was in
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college at the time my wife and I had our first son he was about a year
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old we're both in college we're both working part-time wow and uh we heard
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somebody at church I remember anyway he talked about how you can't wait until you have a lot
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before you start to give you should give even if you don't have much and so that
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Christmas we decided that we would choose a family uh in student housing and do
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something nice for them and anonymously we wouldn't tell them it was us and there was a family from
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Bulgaria um that lived across from us and they had a couple little kids and so
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we decided we would put together like a Christmas package and just put it on their doorstep one night and leave it
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and not tell them they they had no idea it was us and uh we didn't want them to know but
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just right kind of from the start even though we were barely making ends me still to give and still to be generous
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mhm and so and and we've had that reciprocated many times um we lived in
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San Antonio for dental school and and one day we come home we had four kids
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and we were living in an apartment and um my wife decided she was going to try
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and teach some violin at the school but she never had a teaching certificate and I think the teaching
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certificate was going to cost maybe $400 run about $400 and we never had the money and we came home one day it was
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running about Easter and it was a b a little fluffy bunny rabbit toy sitting outside her door with an envelope and we
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opened up and it was the exact amount of money that she needed to get a teaching certificate and so this isn't a journey
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of just giving it's a journey of receiving too when we needed at most somebody and we have know we don't know
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who that was in that was you know 2002 2003 so over 20 years ago we don't know
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who did that for us and so it's it's hard to receive for sure I
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think it's harder to receive than to give but I think when you when you
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embark on this journey of giving and being generous and seeing and looking
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for somebody that needs help cuz you'll find them pretty quick um it all comes
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back to you yeah yeah and trusting that you know trusting that you're doing something you may not it may not be
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immediate but that that hasn't impact just a part of your journey there will be some hard times and I I think
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definitely if you have a Generous Heart then everything comes together for the good and you'll be taken care of yeah
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for sure I love hearing that I did not know that background on your generosity I think your generosity is very evident
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and the gratitude that you have is evident so I think when you hear that that's come from really hardship I I
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think that paints a picture of you can still make a difference out of those hardships and even when you've got
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nothing even when you're you know rubbing two pennies together to make ends meet that you can still still be
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generous and I think that's a really great mindset so with that generosity
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mindset that you have I want to kind of find out how you then view that in
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relation to your staff because I think there's certainly times in a practice a
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lot of times in a practice where maybe it is feeling like you're rubbing two pennies together and there's just not
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much to give how do you balance that generous mindset with the financial
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demands of a practice as well it do I mean you don't have to be
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generous with money you can be generous with your time I mean a lot of my staff have been in and out of the
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hospital and you know you can go visit them yes you know I've had staff that
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have had their kids in the hospital and you go visit them or you go take groceries to their house and you know
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for me to go spend $150 on groceries and show up at a staff member's house and
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give it to them that's not a whole lot of money but it's it's generosity it's time and
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it's that you do care for them yeah it's a thoughtfulness it's even if it's not a
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huge financial give it can still like you mentioned the time oh I can think of so many things even if there's not a
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financial component to it taking the time to writing an encouraging note to
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one of your team members or like you said even just showing up and visiting them in the hospital or you know they've
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got a sick kid that you're going to visit like that's very I would imagine that to be very impactful for a team
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member to see my bosses here and cares yeah you would hope so right cuz
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um we're all busy we're all busy and so you know to stop what we're doing and to
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go make sure somebody's okay this is this is life and this is this is what we
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do like my life is very good I have a F life and so much of it is because of my
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staff like I hear all this sometimes my staff will say I love working for Dr
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Williamson I love it and I'm like you don't work for me yeah you work with me you work with me yeah we we don't own
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these people they're they have skills and uh work ethic and everything else
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that gets put into this place that I don't have yeah and with that without them I don't have the life I have and
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without me they don't have the life they have and so really it is it's this H
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beautiful Symphony in a way where you know you're taking care of people and you're looking out for them and you're
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treating them well and you're treating them with respect and you're loving them and when you can be generous you be
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generous um and sometimes that is your time and sometimes it is
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financial and sometimes it's um you know showing up for one of their
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kids sports games or whatever but we don't we don't have the life we do
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without these people and they the only reason I I sit as the owner or as the
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doctor is really because of different circumstances in
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life that led me to this I mean the my staff are just as smart as I am and
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their their opportunities were different yeah but any one of them could be a
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pediatric dentist right yeah right well and again I think when you have that mindset about your staff it does it it's
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a mental thing so in a lot of uh my last week's episode with Dr we talked about
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it all starts with this mindset that we have to have and it is this attitude of
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appreciation and I think that's either that can either be forced or that can be
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authentic and I think when we have authentic appreciation for our team and
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respect so saying something like my any one of my team members could be a pediatric dentist it's just the
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opportunities that were afforded to them are different or the desires that they have are different maybe they love and
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and get fulfilled off of insurance and that's just their world it doesn't pay the same as a pediatric dentist but
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that's their love and their passion and that you have enough respect for them to
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appreciate what they bring to this practice that's authentic they they have skills I don't
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have they can do things that I can't do yeah and so that's what makes up a team
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yeah and I think that's the right way to view it and then what's great about that mindset which again some people may have
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to fight for that mindset I think due to your life and your mindset it just comes
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a little bit more naturally to some people and I think you are one of those people but when you have to fight for
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that mindset it does then force you to be more generous either with time with
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words with acts of service um or financially if you truly respect and
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appreciate your team that then becomes a very natural outpouring and I would say you in
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particular have shown appre this is why your team says all the time they say it to me all the time I love working they
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do say I love working for him um but they they really receive your admiration
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and appreciation and know that that's rare So I want to hear I want listeners
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to hear some of the things that you've done I know you mentioned time you know
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showing up to the hospital showing up to a kid's game um things like that that I
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think are super you know precious and sweet to your team what
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else do you feel like you've done to show your appreciation well we've done a lot of
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mission trips um yeah there it's the mission trip
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thing is definitely been a journey so when I was 7 years old my one of my
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sisters had to have plastic surgery oh wow and she was 11 and I remember going
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to visit her in the hospital and a couple months later we were watching TV now this was like the late'
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70s in Britain so there was like couple of channels and it was black and white yeah and and it was about this surgeon
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in Africa doing this Mission work and we realized it was that surgeon on TV was a
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surgeon that treated my sister wow and so when we were watching this as a family I was just a little boy but
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something inside of me just jumped out and my heart just got real big and
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inside of me I said would like to do something like that one day yeah now I
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went on to be a teenager and everything that goes with that and then get kicked out of high school and everything went
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with that and so I never got to go on my first mission trip Dental mission trip
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until I was 30 years old so the first year of dental school um the the Christian Medical
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Dental Association did a luncheon and he said hey we need some people to go in Mexico to the Border Town provide
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dentistry and I was like okay I've dreamed about this for 23 years so I'm going to start doing this and so I
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started doing these uh weekend mission trips to Mexico and then when I bought my practice my first hygienist had been
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to Nepal and so we decided we were try and put a mission trip together and so we
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signed up and we ended up going to B that was the first mission trip I took my dad I took my office I took my
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hygienist and her husband and a couple of assistants and then we kept kind of going back and
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then at one point we took the whole office it was 15 of us went on this mission trip to bullies for a week and I
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paid for all of it which I was happy to do and um and then I went to one in
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Israel and then last year I went to Cambodia but um so we've taken a lot of staff on
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mission trips and I wanted them to come on a mission
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trip to serve yeah people out there that are less fortunate than we are but also
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to appreciate what they have Living in America and their Comforts and luxuries
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and just see how the world is outside of the states cool experience for your team
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as well so that's one of the things we've done over the years another is um
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about four years ago during Co we we did a trip a hiking trip for the the weekend
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and so wow that was super fun so everybody came we did uh we went to Z's
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National Park in southern Utah and we went to uh price
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Arizona so it was like a 4 4 day trip but really really fun wow and so we've
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done bunch of stuff over the years together yeah and I think they want to
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do something they want to do another trip so I guess we're going to do another trip you're like this has become part of the
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norm now but again I think that's cool that your trips some of your trips have been Mission related and to allow your
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team because there might be doctors that feel passionate about medical missions or dental missions and they themselves
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go but to then also make it financially possible for your team to go is you're
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right it's kind of a double-edged sword because you're getting the opportunity to serve alongside your team in another
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country but also so they're getting to see another country and come back with a different different vantage point and a
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mindset of appreciation which then one of my favorite subjects is
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culture it Fosters a culture of appreciation amongst your team because it's not just you the practice owner
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that has had these experiences it's also your team members that have had these experiences these shared experiences and
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then you all start to have the same ideology around generosity and giving
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back in some way so that's really cool so and I know you've got a trip coming
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up too that yeah we're heading to Nepal uh for 16 days we're leaving next
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Thursday November 7th so yeah yeah so yeah and that's an ongoing thing that
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has kept kept going so that's really neat so generosity in the way of dental
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missions which again I love seeing that even as a little boy that you had a heart for that and now it's coming full
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circle and incorporating your team in that which I think is so so pivotal but even during a very tough year covid year
18:38
taking your team out somewhere and knowing that that was a super high stressful time for everybody but
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especially as a practice owner financially that was very stressful and in the pinch of that you're like no
18:50
let's go and I'm willing to invest in my team for that well they were the ones that came at me and said we want you to
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take us on a trip and I said okay what do you want to do stupid yeah so but
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again that knowing that they know you to be generous enough that you'll try to figure it out I mean I think there's
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plenty of team members that won't make the ask because of we figure it out yeah yeah so sorry for the quick Interruption
19:16
I hope you guys are enjoying today's episode I had to pipe in real quickly and let you know that the managing
19:23
Dental drama subscription content for this month expires in 14 days so if
19:30
you've been thinking about becoming a member do so today click in the show notes become a subscriber and you'll
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have access to this month's content it expires on December 1st thankfully we'll
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have all new content that drops on December second but I certainly don't want you missing out on the content from
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this month so click the link become a subscriber and we can't wait to have you be a part of the family uh okay so
19:55
medical missions or dental missions has been away just taking trips I know
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you're coming up on your annual Christmas party party and end of year I
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know is a time where a lot of practice owners can feel the pinch of where you know we
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might be closed a little bit more during the holidays December can be a tough month depending upon how much the
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practices close it's a hard time for a practice owner to be generous but I also
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know we were just talking with your office manager about some of the generosity that that you share so
20:31
there's oftentimes an end ofe bonus that you put into play that is a form of
20:37
generosity at a time when your team needs it it's just as it's a financially
20:43
tough time for you the practice owner it's also a financially tough time when we've already got groceries and bills
20:49
and all of that and now we've got Christmas on top of that as well so what when did you start kind of your end of
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your bonus and what made you decide to do [Music]
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that I don't know I don't know exactly when it started I'm I'm sure it started right the first year I bought the
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practice so I do I mean really do two things for them every year at the end of
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the summer they get to go on a shopping trip
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um so they I basically give them a certain amount of money then go buy
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whatever they want for them yeah yeah not for their friends not for their kids
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not for their their family but they have to spend it on them yeah and they get
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they all get to go together they go to the mall they get to go for lunch a nice lunch and they get to buy stuff for them
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every year so that's one thing love that I started right maybe 2009 yeah uh we
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switched it up a few times we ended up going to the symphony we went to a Broadway show but the girls like their
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shop so we always come back to shopping so that's what we do and then Christmas
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borners yeah I mean if you think too long and hard about it you probably won't do it cuz it is the end of the
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year but you have to so you just you know you have to take a deep breath
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and they have families they have kids they have stuff that they're struggling
22:23
with and what having to paid for so you have to have a little bit of faith yeah so yeah yeah I think it's a
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good you know it is the hardest time of the year probably to bonus to do any kind of financial gift but I think it
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goes back to that story that you told you know when you're you and your wife have part-time jobs and you're
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struggling and you just make a choice to do it it's a choice it is it is and
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doesn't make it any less difficult it just is a choice yeah whether you have a law or
22:56
have a a little it to give us a choice for sure so I know obviously we
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Christmas bonus was just on our radar but I think you're also generous
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throughout the year I know you've got the two events which by the way you also have a Christmas party so it's like
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you've got the end of summer nice lunch shopping thing that happens you also got
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a Christmas party end of year bonus but I think throughout the year you all we
23:27
you and I have had several conversations this year where you've made choices to be generous to your staff so you've got
23:34
a monthly bonus that you share part of the profit of the practice with the team
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sure um so you try to pay them well from an hourly standpoint but then also they get to partake in this monthly bonus
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sure was that something that you started early on or was that something that oh
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there's been an evolution it started yeah so when I bought the practice in 2008 there was a
24:01
bonus system in place from the previous owner which I inherited and that had to
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be modified somewhat just because you know he would take one week off every 6
24:15
weeks he took a 2-hour lunch break wow the hygienist didn't work in the morning
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so so it went from hey they were getting a certain amount for their bonus to when
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I bought the practice it went way up and obviously would just come out of dental school had four kids had a bunch of debt
24:32
had to buy a practice all that so that get modified and so over the years it has evolved and so just now we have a
24:42
certain bonus in place and there's certain things they have to do to get the bonus and so every month there's a
24:48
kind of pull of money and that gets shared amongst all the people that qualify for the bonus right and so I
24:55
think once they miss one bonus they don't want ever Miss again so so it's a good incentive to have them do the
25:02
things that we think are important in the practice uh but at the same
25:08
time uh you know we have a lot of single moms and you know the they they need
25:15
help too and so instead of just giving it to them um it's something that they
25:21
work for and can be proud of and they're part of a team they work as a team and they know that if they work as a team
25:28
efficiently that month and they'll get a good bonus yeah so what would you say to the the docs out there that say but they
25:36
get their hourly pay so why why bonus I mean they're getting paid yes they're
25:42
doing a job they're doing a job but why share any of the
25:48
profit what would I say to them you know there's a lot of things I
25:54
could say to them first of all it's your choice and if they to give a bonus then
25:59
don't give a bonus I think it goes back to realizing that I have a very privileged life and part of that
26:07
privilege comes from them and comes from their hard work dedication how they
26:12
represent me how they represent the practice how they treat the patients everything and so if without
26:20
that then I don't have my really nice privileged life and so part of giving
26:25
back and part of showing appreciation is to be generous with what you have and
26:32
and so as I say it's it's a choice for sure it's a choice yeah for sure now one
26:38
of the things that I actually think about often for you is does there is
26:43
there any point where you feel like that generosity is taken advantage of are
26:49
there certain ways that you have to protect yourself I think a naturally generous person can be more prone to be being
26:57
taken advantage of and that has happened many times unfortunately you know there's just been
27:03
all sorts of stuff happen over the years you know when I first bought the practice
27:09
um one of my staff's dogs had all these puppies and she ended up bringing them
27:15
up to the office and I'm like this can't happen and then another staff member
27:21
fostered a baby and never had him look after it and so I ended up hiring a
27:27
babysitter to look after the baby so she could work and then I had a staff member whose
27:34
father died and there was no money to bury him so I paid for the funeral um there's there's you know I've
27:42
had staff members you know had their cars
27:48
flooded they don't have a way to get to work so you're fac with all these
27:53
decisions are you going to help are you not going to help um how
27:59
much you going to help and they're not easy decisions sometimes and have I been
28:04
taken advantage of sure have I had to let people go I have yeah um I'm happy
28:10
to be generous I I don't want to be taken advantage of yeah or you
28:17
know anyway so you basically just got to play it by ear and you know if you watch
28:23
somebody do something once you're like hey okay if you see them do it a second time you're like H if they do it a third
28:31
time then you know for sure it's it's not by chance and so there's times we have to part withs right right and again
28:40
that I I love the idea that you have to watch for people that are taking advantage of it and if you see that
28:48
Trend okay then there may be a decis first time sure I have kind of funny
28:53
story I so I went to bise on a mission triat Maybe seven eight years ago and I
29:00
would always take money with me so I would take a $1,000 cash and I would say a prayer that I would be as I went
29:06
through my weekend beliefs that I would know who needed help yeah so one day we
29:12
were in this dental clinic in San Pedro and I had a nudge that this man sitting
29:19
on a chair needed some help so I went over just to talk to him his name was Manalo I remember that because I only
29:26
know Barry Manalo but this guy's first name was Manalo which I thought was odd and
29:33
um he I just asked him you know about his
29:39
life and stuff he was a welder and his house had been set on fire on the
29:44
mainland and so him and his wife and seven kids had had to move to the island of Amber's
29:53
key with his sister and so he was trying to figure out how to rent Weld and
29:59
Equipment all that kind of stuff oh my gosh yeah so ended up he was one of the ones I helped but he did come back a
30:06
second day and ask for more and I was like I do have more money to give out
30:12
but there's other people yeah that are going to need it I've already helped you yeah yes there's an End
30:20
manal Barry uh yes exactly it's like you'll
30:27
know it what's the harm in being generous the first time and then like you said if it starts to be taken
30:33
advantage of then boundaries and parameters may need to be in place but you never know until you're generous for
30:39
the first time sure right so with with that man okay he comes back and no
30:45
you're not going to give anymore but yeah you gave the first time you were still able to be generous with that
30:50
person yes yes and I would say too after working with your team for a
30:57
year I just just have not seen a lot of evidences of people taking advantage no
31:04
I I just think they're they're grateful they're appreciative for who they work with they're thankful for you as a boss
31:12
and and I just don't feel like people at least this year people I don't feel like
31:17
people have really tried to take advantage of that yeah and the other thing is the people the staff that have been here a long
31:25
time they're very loyal and protect me yeah and because I've been generous to
31:30
them and they've been generous to me there's a dynamic there and so anybody
31:36
else that comes into at the practice other staff members if they try and start anything immediately yeah the the
31:44
people that have been here a long time they shut it down yeah they come to your defense they do without without even I
31:50
don't even know it half the time I supped to say you don't even know what's going on and I think again that is like
31:56
you said earlier that that's how generosity comes to repay you that
32:01
that's not your intent you're not giving to BU loyalty you're giving out of the goodness of your heart but ultimately
32:07
that's one of these beautiful side benefits is that then you've got people that truly have your back and are going
32:13
to protect you from anybody that might try try to take advantage of that for
32:19
sure yeah is there any other situation that you can think of where you had to
32:25
kind of protect yourself or you had been generous and you're like there's got to be an end to that
32:33
generosity off the top of my head there is I don't know if I can
32:39
share them yeah but yeah yeah I mean I would say that there's times
32:45
where there's times where staff members find themselves in very
32:50
difficult situations yeah and so if they if they come to
32:56
you I mean that's a hard thing to do yeah because they got to really humble
33:03
themselves and put their pride to the side they the last thing they want to do is come to their boss and tell them that
33:09
hey I can't pay a bill yeah or I'm not making ends me or whatever they don't want to do that and so I think it is
33:17
really important when they do that that we don't dismiss it or shut them down or
33:24
any of that kind of stuff yeah and that we can help in some
33:30
way I mean the goal isn't
33:36
to I mean to basically to promote a life their lifestyle is to Save a Life right
33:43
I mean they don't have enough food they can't pay their rent or whatever it is then I don't see a problem with
33:50
helping with that yeah now if if it's a long-term thing there's an issue it's a
33:57
lifestyle problem and that they are going to have to change that for sure but yeah but I think there are times
34:05
where as a business owner that we do have to have compassion
34:12
and and realize that if they are coming to us then it's a pretty serious
34:17
situation yeah and I would say too if there's not a dynamic of Trust on the
34:23
team there can always be that Anonymous nature to a gift where maybe the
34:28
employee hasn't had to come to you you've caught wind of something that's going on and there can be an anonymous
34:36
gift that's given or Groceries on the front porch or you know a card in the
34:41
mail that's got got a check in it that you know can't necessarily be traced to you so I feel like if there is a dynamic
34:49
on the team that maybe isn't what you've created here there's still ways to be
34:54
generous in an an anonymous way so that you don't run the risk of being taken
35:01
advantage of or if you have a team that you feel like word would get around oh Dr Williamson did this for me or if you
35:09
I think what you've created here is unique that doesn't exist in every office and so I think if there's a fear
35:15
from a practice owner that that could create a negative Ripple or people that then try to take advantage then an
35:22
anonymous gift is always an option sure yeah can you think of anything else
35:27
related to the topic of appreciation or generosity that you would want to share with listeners who are trying to do
35:34
right by their
35:40
teams I don't know I'm not totally sure I think that
35:46
just just realizing being humble enough to realize that you as a doctor isn't
35:53
enough yeah and that you are no better than any body else on your
36:00
team your path has been different and that's great um but to
36:08
really appreciate the fact that you are a doctor and you have this beautiful life
36:15
and you have these amazing skills and you have this great job satisfaction it took a lot of people to
36:22
get you here and while you're here now and you're space now in your time
36:29
there's a bunch of people around you that they you know with without them you just
36:37
you you don't exist in in your life and so just to come in every day and and
36:44
treat them with respect love um and and be generous when you can
36:53
with your time with your money uh with your friend sh with with
36:58
councel with whatever it is they're in need of they look they look up to
37:04
you yeah as your staff they they do look up to you and they want to be proud of
37:11
the office that they work in and they want to come in and be happy every day
37:17
and they want to go home and be happy every day and if they come in and they feel as so you don't appreciate them H
37:25
that you look down on them that if they were in need of help that you wouldn't help them you're not going to
37:32
get the best out of them and your life won't be as good as it could be if you're incredibly generous and
37:40
appreciative and and really love your staff and treat them with love your life
37:46
will be better than it could ever be otherwise man you couldn't have said it
37:51
better that was like a perfect concluding comment so yes I would just
37:56
second that and say that's such Sound Advice so thank you for being willing to
38:03
share your generosity with me the generosity of your time for staying late
38:08
after work I just appreciate you hanging with me and uh putting a the perfect exclamation point on this topic thanks
38:16
for having me thanks for joining the conversation today we hope that you are comforted in
38:23
knowing that you are not alone but we also hope that you're walking away with some really great tips and tricks to try
38:30
in your practice we value your feedback so please take a few moments to rate and
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38:42
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38:53
rooting for you today as you manage your dental drama