How do I hold a long-time dental team member accountable without damaging the relationship? Stop confusing loyalty with competence. You can have someone who shows up every day, never misses, maybe is a relative or has been with you fifteen years, and that person can still be quietly torpedoing your case acceptance because they will not run your phone process the way you built it. Dependable does not mean coachable. I see it constantly when I sit with teams and listen to the reasons they give me for skipping steps. Hold them accountable to the process, not to their tenure. Be [...]