2.16.18 Issue #832 info@mckenziemgmt.com 1-877-777-6151 Forward This Newsletter

Don't Just Hire the Best People, Set Them Up for Success
By Sally McKenzie, CEO

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You finally found the perfect person to fill the Office Manager role. It took some time, but you developed a strategy and didn’t make an offer until you were sure you had the best person for the job. You were excited for this new team member to get started, and had visions of a more efficient, streamlined practice and a lot less stress for the rest of the team. So why, three months later, isn’t this new hire living up to your expectations?

Going through the proper hiring process is key to finding the best and brightest employees, but your work doesn’t end there. Once you get the right people on board, you have to give them the guidance they need to succeed. It doesn’t matter how smart, experienced or talented they are. If you, the practice CEO, don’t provide them with the direction they crave, they’ll feel lost and frustrated – making it difficult to contribute to practice success. 

So how can you get the most out of your quality new hires? Read on.

Give them detailed job descriptions. You should have job descriptions in place before you even start the hiring process. This will ensure the candidates you interview have the necessary qualifications and right temperament for the role. Once they’re officially part of the team, make sure every new hire receives a copy of the job description, which should outline the position’s responsibilities and your expectations. That way, there will never be any question about what’s expected of them or confusion over who’s responsible for what.

Train them. Many dentists opt to skip training new employees, especially if they’ve worked at another practice and have years of experience under their belt. They convince themselves these team members can learn on the job, saving them the time and expense that comes with training.

I’m here to tell you that’s a mistake. Just because your new Scheduling Coordinator worked at another practice for seven years doesn’t mean she knows how to use your software or how you prefer things to be done. Take the time to properly train new team members so they understand how your practice operates and are more confident in their abilities. They’ll not only be happier, they’ll also be more productive.

Hold them accountable for their systems. When team members are accountable for their systems, they take ownership. They’ll look for ways to be more streamlined and efficient, which can lead to an increase in productivity and revenues for your practice. Make it clear you expect them to report on system successes and failures at staff meetings and let them know what your expectations are. This will motivate them to excel and make their job more rewarding – helping to keep them loyal to your practice.

Offer continual feedback. Your employees, no matter how long they’ve been with the practice, have no idea how they’re performing if you don’t tell them. The truth is, they want to know what they’re doing well and where they can improve, and the best way they can learn that is from you. Make a point of offering employees positive and constructive feedback as often as possible, and you’ll see an improvement in their performance.

When should you offer this feedback? Right when you notice the employee either doing something right or doing something wrong. Overhear your Treatment Coordinator schedule a big case by providing additional education to a patient during a follow-up call? Let her know you appreciate her efforts and how important those types of calls are to the practice. Notice your assistant is taking too long to turn rooms over between appointments? Take that person aside and discuss how efficiencies could be improved. Trust me, they’ll appreciate the feedback, and will either be motivated to keep up the good work or make corrections.

Finding the right team members isn’t always easy, but it’s worth the effort. Talented, qualified team members will help you grow your practice and meet your goals. But they won’t be nearly as effective if they don’t have the proper tools. As the practice CEO, it’s critical for you to provide new team members with the guidance they need to do their best work, and that comes in the form of job descriptions, training and continual feedback.

For additional information on this topic and more, visit my blog: The Lighter Side

Interested in speaking to me about your practice concerns? Email sallymck@mckenziemgmt.com
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