 | | Sally McKenzie |
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Power Thought: McKenzie Management
It's no surprise that all employees bring both strengths and weaknesses to their positions. What is surprising is that few dentists consider how they can make the most of what each employee has to offer. Rather, dentists commonly will make statements or excuses such as, "
Well that's just how Nancy is, but she's a nice person."
Rather than paying for the weaknesses, I recommend you maximize the strengths that each employee offers. First, consider if your employees are in positions that are best suited to them. The fact is that some people are much better at handling certain responsibilities and not others. Just because "Elle" has been overseeing scheduling and recall for the practice doesn't mean she's effective in those areas. Look at results. Elle may be much more successful at insurance and collections and would welcome the opportunity to delve into those duties. Don't be afraid to restructure responsibilities to make the most of team strengths. Invest in training early and often to build loyalty and ensure excellence.
Along with clear expectations, direction, and guidance, employees crave feedback. Give praise often and appraise performance regularly. Employees want to know where they stand and how they can improve. Verbal feedback can be given at any time but it is most effective at the moment the employee is engaging in the behavior that you either want to praise or correct.
If the assistant emphasizes to Mrs. Patient just how much she is going to absolutely LOVE her new veneers and steers the patient clear of second guessing this investment she is about to make, tell her! Express your sincere appreciation and emphasize the value of the assistant's contribution to the practice.
Nip problems in the bud. If an employee is not fulfilling her/his responsibilities, address the issue privately and directly with them. Be prepared to discuss the key points of the problem as you see it as well as possible resolutions.
Use performance reviews to motivate and encourage your team to thrive in their positions. Base your performance measurements on individual jobs. Focus on specific job-related goals and how those relate to improving the total practice. Employee performance measurements and reviews offer essential information critical in making major decisions regarding patients, financial concerns, management systems, productivity, and staff.
An effective, well-trained team that is clear in their objectives and duties will be the best frontline marketing staff you can have. But team members that are uncertain of their duties, receive little or only negative feedback, and are ill-equipped for the jobs they are given cannot and will undermine your success - either consciously or unconsciously. I guarantee it.
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