Meet Crystal McGaffin

We’re excited to introduce you to the always interesting and insightful Crystal McGaffin. We hope you’ll enjoy our conversation with Crystal below.

Hi Crystal, so excited to have you with us today and we are really interested in hearing your thoughts about how folks can develop their empathy? In our experience, most folks want to be empathic towards others, but in a world where we are often only surrounded by people who are very similar to us, it can sometimes be a challenge to develop empathy for others who might not be as similar to us. Any thoughts or advice?

I believe my empathy stems from a deep, personal understanding of what it feels like to be without—without love, without support, without kindness.

Life presents us with moments that can feel impossibly heavy. In those lowest points, it’s often the smallest gestures—a kind word, a helping hand, the presence of someone who cares—that can pull us back from the edge. Those moments stay with us.

As a child, I struggled deeply to feel like I was enough. I came from a dysfunctional home—a reality I’ve since learned is more common than many of us realize. It shaped me in painful ways, but also opened me up to a profound sense of connection with others who have faced similar experiences.

In the absence of support at home, I sought it elsewhere. And to my surprise, I found it—in schoolmates, teachers, guidance counselors, coworkers, even strangers. People who showed me love and kindness, often through simple, sincere acts. What tied all of it together was this: they offered help.

Over time, I found that the most healing thing I could do—for myself and for others—was to offer help in return. That’s where my empathy was born. From being on the receiving end of grace when I needed it most, and choosing to pay it forward whenever I can.

Thanks for sharing that. So, before we get any further into our conversation, can you tell our readers a bit about yourself and what you’re working on?

Professionally, I focus on operational consulting and leadership development within the dental industry, particularly in supporting group practices and dental service organizations (DSOs). My background includes over a decade in acquisition management, practice growth, and streamlining revenue cycle processes across both private and corporate settings. What energizes me most is helping businesses evolve. Whether that’s through optimizing workflows, training teams, or integrating technology and automation to make day-to-day operations smoother and more sustainable.

What makes this work so special to me is that it blends strategy with heart. Behind every process improvement or system overhaul, there are people & teams trying to adapt, grow, and do their best work. I’ve seen firsthand how empowering individuals at every level can completely transform a business. It’s not just about efficiency, it’s about engagement, clarity, and culture.

My passion for continued growth and for sharing space with other talented, driven individuals helps guide everything I do. I believe that when we openly share knowledge and experiences, we help not only ourselves but our entire industry evolve. I think I will always commit myself to fostering environments where collaboration thrives, and where ideas are exchanged freely to support progress on every level.

There is so much advice out there about all the different skills and qualities folks need to develop in order to succeed in today’s highly competitive environment and often it can feel overwhelming. So, if we had to break it down to just the three that matter most, which three skills or qualities would you focus on?

Looking back, there are a few guiding principles and lessons that have made a lasting impact on my journey. One concept I came across early in my career, though I can’t recall exactly where I first heard it, was the idea of focusing on the 3 P’s: People, Processes, and Products. It’s something that stuck with me, and I still carry it into every project I take on.

Of the three, People always come first for me. Whether it’s a team, a client, or a patient, when you take care of people, everything else tends to follow. Building trust, showing empathy, and listening actively have opened more doors and resolved more challenges than any tool or strategy ever could.

Processes are what bring clarity and sustainability to good intentions. Early on, I learned that even with the best ideas, success is hard to maintain without structure. Investing time in designing clear workflows, setting expectations, and documenting the “how” behind the “what” has been key to every operational improvement I’ve led.

And Products, whether they’re services, systems, or solutions, have to bring real value. I’ve found that when your offerings are thoughtful, relevant, and aligned with the needs of the people you’re serving, growth becomes a natural outcome.

Another piece of advice I received early in my career, and one I try to live by is to “always listen before responding.” It’s simple, but it changed how I show up as a leader. It’s taught me to slow down, take in perspectives fully, and build responses that are rooted in understanding, not just reaction.

For those just beginning their journey, my advice would be: Focus on people first, take time to understand the processes, and make sure your product or service solves a real problem. Stay curious, ask thoughtful questions, and never underestimate the power of listening.

All the wisdom you’ve shared today is sincerely appreciated. Before we go, can you tell us about the main challenge you are currently facing?

Right now, one of the biggest challenges I’m facing is navigating a difficult client relationship. We didn’’t quite hit it off from the start, and that’s been tough for me, especially because I take a lot of pride in building strong, cohesive partnerships. I don’t like to feel like I’ve fallen short, and I’ve found that one of my personal struggles is knowing when to walk away from a situation that isn’t ultimately serving the client’s best interest.

That said, I’ve chosen to stick this one out, not out of stubbornness, but because I believe there’s growth in the discomfort. This experience is teaching me valuable lessons about boundaries, communication, and how to better assess fit and expectations early on. Sometimes the biggest takeaways come from the hardest projects, and I want to be someone who leans into those moments rather than avoiding them.

It’s not easy, but I’m committed to learning what not to do next time, so I can continue to improve how I serve future clients and myself in a way that’s honest, effective, and respectful to all parties involved.

Contact Info:

• Linkedin: https://linkedin.com/in/crystal-mcgaffin

Image Credits

Headshot credit @jordynbriellephoto on IG
other photo credit @bonitagabrielle on IG