When you walk into Incredible Smiles on Port Road, you definitely feel like smiling. The reception area with its cosy fire feels more like a hotel lounge than a waiting room.
Dr Anisha Sanghavi, together her husband Dr Mitesh Sanghavi own the Incredible Smiles dental clinics and she shared with us some of their experiences.
Impact during the Pandemic
A Sudden and Prolonged Revenue Drop
It is hard to describe the situation a business finds itself in when it loses such a significant amount of expected revenue. Like all dental practices, Incredible Smiles were only permitted to do emergency work - and this accounts for about 10% of a normal workload. They lost most of their revenue, overnight.
Yet Anisha was very upbeat in talking about what they did during this time, how they managed cash flow and the attitude which has helped them stand in good stead.
The Value of Unexpected Down Time
Anisha’s own time, during the very early days of lockdowns was very much about in the first instance, ensuring her team were taken care of financially. The administrative elements of understanding, applying for and meeting all the requirements of JobKeeper were a full time job in themselves.
A big part of this down time was spent ensuring that the team were looked after and secure. It was a great relief to Anisha that they were able to keep all staff employed even though some were partially stood down as their hours dropped. Only the casual staff did not qualify for JobKeeper, but Anisha was happy to say that they quickly returned to their normal amount of work hours.
Anisha said that they were able to make very good use of their time, including
- ’Spring cleaning’ both of their Clinics
- Training, including teaching staff new skills so there was cross-training. For example administrative staff were taught how to handle dental materials. This really increases internal capacity within a practice.
- Writing up training manuals
- Updating hygiene manuals
- Updating new equipment manuals
- A deep clean of draws and equipment
- Making fun posts on social media
And on the home front - spending more time with family and her children.
Business as Usual
Fast forward to present day, living with the virus, where businesses are facing new challenges. Anisha describes the everyday impacts of an increase in cancellations at their practices and how these flow onto other challenges.
Staff attraction is also a very big challenge for Incredible Smiles and all businesses. Anisha explains how most of their new hires come from internal staff referrals. Their business provides a fantastic career opportunity for those hoping to grow through their traineeship program as a dental assistant.
Growth and Expansion
Anisha is feeling very positive and excited about their business growth. Incredible Smiles opened their fourth practice in Seaford Meadows in January 2023, following their third practice opening in Angle Vale in 2022. Anisha says this is all part of their five year plan, to establish the Incredible Smiles brand.
On creating a positive and staff centric culture, Anisha shares the details of their annual Christmas show, to celebrate the value and contribution of their team. The event includes staff awards, with categories such as rookie, veteran, and most courageous to name a few. These awards increase employee satisfaction and retention and recognise their hard work.
What is next?
Anisha is very motivated and driven to grow their business. She is currently reviewing their customer relationship management (CRM) processes and other operational solutions. Beyond their business expansion, their focus is also on the diversification of dental services and promoting these to new and existing audiences.
Incredible Smiles has also been recognized as a South Australian State Winner in the 2023 Telstra Best of Business Awards in the Outstanding Growth category. They are one of the 246 finalists (35 finalists in SA) from 20,000 applications across the country.
Attitude, Gratitude and Learning
We asked Anisha what advice she had for other business owners during this time.
Anisha said that keeping a positive attitude and context is very important. She believes that we are so lucky in Australia and South Australia - where things have continued to be under control and quickly able to reconnect with other business owners as she did beforehand through the Western Business Leaders events and other networking opportunities. On staffing and management, Anisha shares how consistently thinking and talking about staff is useful to know when something is not right and needs intervention or action.
Anisha also says that pushing your boundaries is essential to personal and business growth. She goes on to say how important it is to learn something new.
“Lead your team and inspire them to do more – you can’t grow a business without that.”
“Delegate and elevate”, advises Anisha. If their staff have a monkey on their back, it is important to help employees solve their own problems. Anisha feels very strongly about this and learns from various podcasts and books to help her have crucial conversations as a business owner.
Anisha says, “there is no shortcut to success – you can’t see growth if you don’t put in the work.” Anisha has her hands full as a business owner experiencing growth an expansion, while juggling two kids and her own further study and professional development.
Anisha has accessed our Business Support Program to investigate alternative ways of reconnecting with her customers through YouTube Video Ads.
Join the Charles Sturt Business Community and follow our Facebook Page
Sign up to the Western Business Leaders to access news, events and information (and you'll receive our monthly e-newsletter too). Tell us about your business and areas of interest so we can best assist your business in the future.
Have a story to share? Get in touch with us.
Emma Grivell
Business Engagement Advisor - Urban Projects
E: egrivell@charlessturt.sa.gov.au