Gabe Hoffman, operational efficiency coach and former DSO director, drops a truth bomb the dental industry desperately needs to hear: Your culture isn't failing because of team lunches or pizza parties—it's dying from gossip, indirect communication, and the cancer of unresolved conflict.

With 50% of every dollar going to people costs, most groups are hemorrhaging profits through toxic communication patterns they don't even recognize.

Key Revelations:

• Reality check: Most leaders waste hours managing rumors instead of driving results

• Turnover can explode from 10% to 30%+ when communication breaks down

• Ken's framework: The "straight talk" principle: Address issues directly or waste thousands in management time managing rumors

• Great culture isn't built with perks—it's built through accountability and direct communication

The Culture Tax Nobody's Calculating

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"What's the best way to benchmark my DSO against others?"

Ken's answer: Stop obsessing over other people's numbers. The best benchmarking happens inside your own organization—find what's working in one location and spread it to others. When you do look externally, focus on EBITDA margins and keeping staff costs below 27-28%. Remember: benchmarking finds outliers, it doesn't excuse inefficiency.

The "Ask Ken" Question:

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