Is Your Employee ‘Outstanding’ in Your Field?
Dr. Sam Stout – Case Study #127
Dr. Stout came to McKenzie Management with several concerns but one issue that was really nagging at him was expressed this way:
“I have an employee that has been with me for 8 years. I haven’t given her a raise for the past 2 years for various reasons. She is asking for one now and I feel that we need to evaluate her salary. I don’t want to pay her more than the “going rate” in our town.”
It is important to observe that experienced, peak performing, “top notch” employees generally are not paid… “going rate”.
Let’s look at some practice facts for Dr. Stout:
Dr. Stout’s practice facts:
Renee was Dr. Stout’s only business employee and it was obvious during the on-site analysis of Dr Stout’s systems that she was good at what she did. As I continued to analyze the practice statistics, it was also obvious that she knew how to collect money, stay on top of insurance claims, keep the hygienists and doctor busy, and manage the accounts receivables.
At dinner on Monday evening after spending the day with Renee, I said to Dr. Stout, “Doctor, Renee is an outstanding employee. Did you know that?”
“Well, the patients really like her and she has been loyal to me. She always comes in on time and doesn’t miss very much work due to illness.”
Now doctors, this is NOT the definition of an “outstanding” employee. This better describes the doctor’s pet dog…loyal, comes when you call, seldom sick, etc.! Dr. Stout has a Practice Coordinator that is out-performing many employees in a similar position and he doesn’t even know it. I explained to Dr. Stout what makes Renee outstanding:
Outstanding Practice Coordinator Abilities:
THIS is an outstanding employee. What is sad is that Dr. Stout didn’t even know that he had a special employee because he was not monitoring the performance of the practice, including the performance of his staff. If he had, he would know what kind of work she was doing for him.
Many times a doctor will have an employee that is performing “within normal limits”, not outstanding, but they perform well enough that you don’t dismiss them. They should be paid accordingly.
Please don’t leave your exceptional employee “standing in your field” getting rained on! She/he will seek shelter elsewhere and you will be the loser. Give them the umbrella that they deserve!
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