It was January of 1999 – the year of the dot.com boom.
I had a great job at one of these internet companies,
but it was grueling:
Every day, I had to commute from San Francisco to
Mountain View, CA (the heart of Silicon Valley) which
is an 82-mile round Trip every single day (that was
easily 2-4 hours per day ). Don’t get me wrong:
They paid me well, but I was ready to get out of the
I wanted to have my own business and help other people
to be wealthier and happier.
That’s when I founded Cosmetic Image Marketing (CIM).
Having my own business was different from “working for
the man”, and I enjoyed it. I put long hours into the
business, and it paid off: I got customers, helped them
achieve their goals and they referred me to their friends
My business was doing great, and in 2005 I was so busy
that I hired a team to help me in my business.
Our processes were simple: Amy was responsible to book
appointments for me with doctors, so that I could talk
to them about their goals and develop a strategy how
to get more patients. Once we created a
“Patient Attraction Blueprint” for the practice,
Ron would help me implement the plan. Sounds easy enough,
But the next couple of months turned out to be a complete nightmare!
I noticed that sometimes the phone would be ringing,
and nobody was picking it up. Or I overheard Amy on the
phone with a prospective customer, and it sounded as she
didn’t care! On multiple occasions I heard her mention our
prices on the phone, without even knowing what the doctor needed!
It was frustrating.
I didn’t get the support I needed from my team!
It seems they just didn’t care as much about my business as I did.
And we started to feel it: I didn’t get as many appointments
as I used to, since Amy was fumbling on the phones!
After a few weeks, I had enough. I replaced Amy with Rebecca,
and things improved.
But only for a few weeks, and then I noticed the same problems!
How did other business owners do it?
How come THEY have a team of rock stars, and I have a team of
mediocre “bodies” showing up from 9-5?
What is the secret?
How could I build a team of superstars that are running my
back office for me so that I can focus on what I do best?
I was determined to find this “secret”.
And I spent the next weeks and months studying… and tested
my ideas on my own staff.
The results were amazing!
I was able to transform my own team of “mediocre employees”
into a team of “Super Stars” – a well oiled machine that runs
with minimal supervision and knows exactly what to do,
delivering an amazing customer experience every single time.
This blog post is getting long, so I will tell you my “secret”
and how YOU can apply it into YOUR practice in my next blog post.
Watch for the post with the subject line:
“How I transformed a team of “mediocre 9-5 employees” into a
team of super stars”.