Confessions of an Implementer – Episode Summary

Podcast: Confessions of an Implementer
Host: Ryan Hogan
Guest: Carson Clark
Episode Title: The Challenges and Rewards of Implementing EOS in the Dental Industry
Date: July 10, 2024

Episode Overview

This episode dives deep into Carson Clark’s journey from corporate life to entrepreneurship, focusing particularly on his experience implementing EOS (Entrepreneurial Operating System) within the dental industry. Carson and Ryan explore the nuances, challenges, and profound shifts tied to scaling operational excellence in dental practices, culture fit, and defining personal and professional success. The conversation ranges from rollup strategies and DSO structures to poignant moments about family, freedom, and core values.

Key Discussion Points and Insights

1. Carson’s Professional Journey & Motivation

• Transition from Big Companies to Smaller Firms (00:01–05:20):
  • Carson describes feeling pushed toward large companies during university due to funding and prestige, culminating in a role at Whirlpool with 100,000 employees.
  • Quote:
    "My email was clarkc35, meaning there was 34, at least 34 other people with my initials, 100,000 employees. ... I was looking around and I was like, would hate that job. Would hate that job. He's always stressed, never happy. And I was like, I don't think there's a job here. I would want to do." – Carson (01:50)
  • After Whirlpool, moved to a smaller 100-employee firm, realizing the importance of core values fit.
    "It really was the only time I've ever been a wrong person at a company. ...didn't realize that it was possible to have such a bad core values match." – Carson (02:57)

2. Redefining Success and the Importance of Time

• From Titles to Freedom (06:24–10:36):
  • Initially defined success by title and company size; this changed over time to prioritize freedom, especially time with family.
  • Personal Account: Having a son with cystic fibrosis intensified Carson’s belief about the value of time and the importance of controlling his own schedule.
  • Quote:
    "I pulled up my computer. It was a picture of me and my wife. And I showed it to him. And I was like, this is what I care about, and you're not getting more time from me." – Carson (07:40)
  • Explains how a lack of understanding from one employer during a family crisis catalyzed his move toward autonomy.

3. Entering and Transforming the Dental Industry

• From NICU Crisis to New Paths (10:43–13:24):

  • After being fired during his son’s health crisis and facing crushing hospital bills, Carson decided to pivot away from large companies.
  • Transitioned into dental operations by identifying industry pain points, pitching solutions as a consultant, and eventually joining a dental group for culture over compensation.

• Discovery and Implementation of EOS (Entrepreneurial Operating System) (13:24–16:27):

  • Introduced to EOS via a friend; initially self-implemented EOS with the team before hiring a professional implementer.
  • Noted significant transformation: “...we increased our profit 55% on EOS.” – Carson (14:44)
  • Gained deep personal and professional confidence from this process.

4. EOS in Dental Rollup Strategies

• Rollup Structures & Challenges (16:27–21:51):

  • Discussion on applying EOS across multiple dental practices via DSOs (Dental Service Organizations).
    – Central management handles operations, finance, IT for independent practices.
  • Key Challenge: Aligning disparate dentist-owned practices under a shared vision and accountability chart.
  • Quote:
    "Just because you're an owner doesn't mean you're on the leadership team. So it's all about that accountability chart, making sure you've nailed that." – Carson (18:17)

• Structuring the Accountability Chart (19:03–21:51):

  • Struggled to structure where dentists fit, often having them report through operations or designating a head/lead dentist as a liaison.
  • "So you're telling me that a dentist that makes three to six hundred grand is reporting to the practice manager that makes sixty grand a year. ... We created a seat that was a dentist...valuable having him in that seat." – Carson (19:32)
  • The importance of natural core values alignment between DSO and practices is emphasized for long-term success.

5. Applying EOS Rollup Lessons to Other Industries

• Parallel to Accounting Industry Rollups (22:29–25:41):
  • Host Ryan shares ambitions to roll up accounting firms using EOS—targeting $10–15 million firms and introducing professional integrators.
  • Carson agrees EOS is highly applicable in this context, noting accountants' risk-aversion and increasing retirements create major opportunities.

6. EOS Implementation: Challenges & Best Practices

• Difference Between Self-Implementing and Using an Implementer (26:12–29:43):
  • Self-implementation often felt like “pushing” the system, with limited buy-in and lack of external perspective.
  • Game Changer: An implementer legitimized the process and facilitated deeper team engagement.
  • “EOS just shined the light and it was like, well, are we going to live with it, change it or kill it?” – Carson (27:25)
  • Ryan echoes the need for a team of “champions” to evangelize EOS within the leadership structure for lasting adoption.

7. Patterns Carson Sees as a Professional Implementer

• Common Challenges for New Clients (30:28–32:51):

  • Dysfunctional leadership teams and the pivotal relationship of visionary and integrator roles.
  • Quote:
    "If there's trust there, like, I have clients who have a remarkable relationship. Visionary, integrator relationship. They're unstoppable." – Carson (31:47)
  • If these two roles and the right seats/people are locked in, “the rest is going to be pretty easy, honestly.”

• True Right Person, Right Seat Requires Philosophical Buy-In (32:31–33:06):

  • If someone doesn’t buy into EOS, Carson questions if they’re truly a right fit despite other qualifications.

Notable Quotes & Memorable Moments

| Timestamp | Speaker | Quote | |-----------|---------|-------| | 01:50 | Carson | "I was looking around and I was like, would hate that job. Would hate that job. He's always stressed, never happy. And I was like, I don't think there's a job here. I would want to do." | | 07:40 | Carson | "I pulled up my computer. It was a picture of me and my wife. And I showed it to him. And I was like, this is what I care about, and you're not getting more time from me." | | 14:44 | Carson | "Over the time period, you know, we increased our profit 55% on EOS." | | 18:17 | Carson | "Just because you're an owner doesn't mean you're on the leadership team. So it's all about that accountability chart, making sure you've nailed that." | | 27:25 | Carson | “EOS just shined the light and it was like, well, are we going to live with it, change it or kill it?” | | 31:47 | Carson | "If there's trust there, like, I have clients who have a remarkable relationship. Visionary, integrator relationship. They're unstoppable." |

Highlight Timestamps for Important Segments

• Big Company Beginnings & Value Mismatch: 01:27–04:06
• Redefining Success & Choosing Freedom: 06:45–10:36
• Pivot to Dental Consulting & EOS Introduction: 10:43–13:24
• EOS Implementation & Impact: 13:24–16:27
• Translating EOS Across Multiple Dental Practices: 16:27–21:51
• Strategies for Other Rollups (Accounting Firms): 22:29–25:41
• Implementation Challenges & Best Practices: 26:12–29:43
• Professional Implementer Perspective: 30:28–33:06
• Contact Information & Final Reflections: 33:22–34:42

Additional Resources and Contact

• Carson’s Contact Info:

  • Email: carson.clark@osworldwide.com
  • LinkedIn: Carson Clark
  • Based in Raleigh, North Carolina; travels for the right client.

• Book Recommendations:

  • Traction (for integrators)
  • Get a Grip (for visionaries) (13:35)

• Implementer Shoutout:

  • Carson would love to have a beer with Kevin Armstrong, admiring his calm, builder-focused style. (34:18)

Tone & Takeaways

• The episode is candid, personal, and insightful, balancing humor and vulnerability.
• Both host and guest reinforce the practical and cultural complexities of implementing EOS, especially in professional service industries where autonomy and culture are central.
• Carson’s journey is a testament to the interplay between personal values and business transformation, emphasizing that the right frameworks and core value alignment can drive both joy and bottom-line results.