In 2012, one of our best employees came back to the practice after a couple of years away. I sat down to walk her through everything again — how we answer the phone, which cases we take, what to say when patients ask the hard questions — and it hit me:
I had delivered this exact training, from memory, over and over, for years. The standard existed. It just lived in my head.
Office Automated launched in 2014 to fix that:
One source of truth for how the office runs, a way to hold the team accountable to it, and the numbers to prove it's working. It's been running real practices ever since.