Should I fire a long-time employee who refuses to follow our new system?
You do not have to fire them, but you do have to be willing to. Here is the part dentists hate to hear. Someone hired three years ago does not get to set the rules forever. It is completely fine to change what the job requires to keep the job. If using the system is now an expectation, then it is an expectation, and you can make that accountability as firm as you want. The trouble is usually the Mr. or Mrs. Know-it-all on your team, the person who has been there so long they have an attitude of we already know all this. That attitude bleeds into the calls and it does not close consults. So stop tiptoeing. State the standard, hold them to it, and accept that keeping the job means meeting it.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.