Guiding Principles: The Power of Core Values in Business and Decision-Making.

Hi friends!

Ever wondered what links Amazon’s customer obsession, Southwest’s commitment to employee satisfaction, and Apple’s design philosophy? These are their core values—fundamental beliefs that steer decision-making and actions, acting as lighthouses through challenging times. Without them, it’s like every team member is pulling in different directions.

Core values aren't just abstract business concepts; they're like the principles we've adhered to throughout our lives.
For instance, many of us live by 'honesty is the best policy,' guiding us to choose truth over deceit when tested. Personal core values such as 'getting ahead at any cost,' 'treating others as you would like to be treated,' or 'if you don't have anything nice to say, don’t say anything at all' shape our decisions at critical moments.

Imagine you discover a colleague taking work home to get ahead. Your response might vary based on your core values.

• If you value 'getting ahead at any cost,' you might report them to gain an advantage.

• If guided by 'treat others as you would like to be treated,' you may discuss their motivations and reach a mutual understanding.

• If you adhere to 'if you don't have anything nice to say, don't say anything at all,' you might overlook their actions.
  

In business, core values help narrow our responses from countless possibilities to a few aligned choices. Before I formally introduced core values at my practice, there was often confusion among team members over seemingly straightforward instructions.

For instance, despite my directive to log all patient communications in our CRM, team members frequently omitted entries. When I delved into why, they explained that my instructions had been specific to financial presentations, and since the current discussions were about insurance, they didn't think it necessary to log them.

This was a clear indication that I had not effectively communicated our broader business values. My team needed to understand that effective communication—both internal and with patients—is a foundational core value at Molar City. Without this understanding, they tended to follow instructions too rigidly, missing the spirit behind the directive.

It became clear that our core values existed only in my head. I needed to articulate these values and integrate them into our daily operations. I defined four core values for Molar City:

1. Excellence in Patient-Centric Care: Always put the patient first.
2. Proactive Teamwork: Be helpful to patients, the team, and your future self.
3. Positive Attitude and Teamwork: Focus on solutions, not problems.
4. Open and Effective Communication: Proactive communication minimizes misunderstandings and ensures alignment.

The impact was immediate. During an employee feedback meeting, when an employee complained about a late colleague affecting their room setup, I referenced our core values:

• Our commitment to patient care meant setting up the room ourselves.

• Proactive teamwork called for assisting the team irrespective of the circumstances.

• Maintaining a positive attitude focused us on solutions rather than problems.

• Open communication required discussing the issue with the tardy teammate to prevent future misunderstandings.

These core values now act as a guide for our decisions, making our actions consistent across various situations. This alignment has not only simplified decision-making but also strengthened our team unity and effectiveness.

I encourage you to consider how defining clear core values for your business could guide your team's actions amid endless possibilities. Until next time, let me know how you think core values may change the way your practice is run!

^{Written by Kevin Ng, DDS}