Strong Leadership Starts with This Unsung Role

I’ll be honest—owning a chiropractic office has been one of the most humbling and eye-opening experiences of my career.

When Shannon and I bought the practice from a retiring chiropractor, we also inherited the team. And while we were incredibly grateful for the foundation we stepped into, let’s just say… the transition hasn’t been all smooth sailing.

There have been bumps. Personality differences. Culture clashes. And plenty of unspoken “this is how we’ve always done it” vibes.

Sound familiar?

As Shannon and I started mapping out how we wanted to grow the practice and lead our team forward, one particular experience from a few years back kept coming to mind—my time working with a fantastic orthodontic team in Tampa.

From the outside, this doctor had what most would call the dream setup: A stunning, three-story office. A thriving satellite location. A full schedule. A sharp-looking team.

But here’s what I learned while working with him—something I remind myself of often:

The right office manager changes everything.

The kind who takes full ownership of the practice’s success—even without actual ownership. The kind who wants the practice to thrive as much as the doctor does. The kind who can handle tough conversations, lead with clarity, and model calm in chaos.

And yes, Dr. Mark Farina had that. And wow, did it show.

In fact, when I first stepped into his office, I honestly thought, Why am I here again? Everything looked polished. Everything looked “figured out.”

But Dr. Farina understood what most high performers eventually come to realize:

Good isn’t the same as optimized.

He wasn’t looking for another consultant. He was looking for someone to help him build deeper emotional connection—with his team, his patients, and as a leader.

That’s where the real work began.

Now, this guy is one of the kindest, most personable professionals you’ll ever meet. But that strength was also the source of one of his biggest challenges: having hard conversations—especially when it came to underperforming team members. Including, at the time, a family member.

We rolled up our sleeves and dug in—especially with his Treatment Coordinators. They were doing fine. But “fine” wasn’t enough.

So we focused on helping them truly understand sales—not the pushy kind, but the kind rooted in trust and psychology.

Some leaned in and grew. Others… opted out. But the ones who stayed? They became confident. Aligned. Total rockstars.

So much so that when the pandemic hit, they didn’t miss a beat. They mastered virtual consults, pivoted like pros, and kept the engine running without losing momentum.

One moment stands out.

I watched the office manager handle a very upset parent—yelling, accusing, totally out of line. And she didn’t flinch.

Why? Because they had rehearsed for it. They role-played exactly that kind of scenario. They practiced staying calm under pressure. They trained to respond, not react.

That kind of leadership doesn’t just show up. It’s built. Intentionally.

If you’re curious what that kind of transformation looks like, I’d love for you to hear the story from Dr. Farina directly:

https://youtu.be/67CUd7ypYOU?si=ZnYRuu2PsxDmoQLM

If you’re at a point where things are “okay” or even “pretty good,” but you know there’s another level waiting—let’s talk.

I don’t do cookie-cutter consulting. I help practices create stronger teams, clear leadership, and a culture that doesn’t just survive—but thrives.

Schedule a time to chat with me here.

Proactive, Productive and Profitable,

Dino