Unreturnable Serves
In the dynamic world of running a practice, Dr. Sandy, the owner of Freedom Health & Wellness, found herself at an impasse. Over the past six months, her meetings with the practice team—consisting of Maria, John, Diane, and Rob—had turned into echo chambers.
Sandy would ask for input on significant decisions, but her tendency to override her team’s suggestions with her own ideas had created an atmosphere of disengagement. “I hear you, but…” became her unintentional catchphrase. Slowly but surely, the team had started to hold back, disengaging from discussions and not challenging thoughts or premises.
Enter Breakthrough Coaching. After observing Sandy’s leadership style, her Coach introduced her to the concept of the “Unreturnable Serve.” “Sandy, it’s okay to have non-negotiable decisions. The key is to communicate them clearly as ‘Unreturnable Serves.’ That way, your team can focus on executing them efficiently rather than debating them endlessly,” he advised.
Armed with this new approach, Sandy walked into her next team meeting. “Team, we’ve got a big day,” she started. “Now, I want to try something different today. This decision is an Unreturnable Serve: We’re not going to allow any cancellations without the approval of the treating doctor.”
The team, accustomed to Sandy’s old habits, felt a moment of hesitation. But then, it shifted to a sense of focus. Everyone knew what was expected of them. Maria and Diane quickly teamed up to implement a game plan to thwart cancellations, empowered to execute without the looming cloud of a potential override.
As weeks rolled by, Sandy noticed a seismic shift. Not only did cancellations decrease significantly, but her team meetings had also evolved. When she genuinely wanted input, she’d state, “This is an idea. I want input, and we’ll go with a consensus.” The team responded with increased engagement, creativity, and a sense of ownership that hadn’t been there before.
Sandy leaned back in her office chair, observing her rejuvenated team, and knew she had rejuvenated the ecosystem in which her team swam. Thanks to her Coach’s timely advice, she had mastered the art of the “Unreturnable Serve,” creating a happier, more productive, and more engaged team.
