Congratulations! You’ve selected your new hire and today is day one of what you hope will be a long, mutually rewarding relationship. What’s your onboarding plan?
First impressions are powerful and lasting. The prospects for achieving success with a new hire will depend to a great extent on what you have planned for this new hire’s first day at the office. Putting your best foot forward matters, considering these statistics:
- Healthcare is tied with banking and finance in having the second highest turnover rate of 15% in 2016, behind hospitality (20%), according to Compensation Force, a workforce blog produced by Altura Consulting Group in Wayzata, Minnesota
- 40% of employees who have quit a job voluntarily did so within six months of starting the position, according to ClearCompany, the inventor of a software/service talent management system. The cost of replacing an entry-level employee is 30-50% of their annual salary, according to ClearCompany.
Do the math, it’s eye-opening.
What is your onboarding plan?
This the question is often met by a surprised, deer-in-the-headlights look.
“What do you mean, onboarding strategy? We hired an experienced dental assistant, she knows what to do, right?”
The reality is this dental assistant does know what to do in her previous practice. She doesn’t have any experience in how to best support your philosophy of care and protocols. She doesn’t know your perspective on the practice culture or the nuances of everyday life in your practice. Without this knowledge, there is a steep, stressful learning curve ahead of all of you.
“Hmm, I guess I don’t have an onboarding strategy.” This doctor does have a strategy; unfortunately, it’s not a good one. There’s a long-standing tradition in dentistry of introducing new hires through a process known as the “sink or swim.” For the uninitiated, this consists of basically throwing the new hire into the deep end of the pool and hoping they learn how to save themselves. Some will thrive, some will struggle; others will simply choose to get out of the pool and go home. It doesn’t have to be this way.
Want to learn what new employees really want and a better way to onboard? Click here to read my most recent article published in the Winter 2018 edition of Dental Practice Success.
Gratitude shows up in many ways. About ten years ago I was invited to speak to a group of referring dentists celebrating the retirement of an orthodontist who had practiced for over 50 years.
I asked this doctor, “How many families would you guess you have you supported during your career?” He answered that he wasn’t sure how many patient families he had treated.
“Not patients” I responded, “I am wondering how many team members you have helped support their families.”
I was surprised when his eyes got teary and he told me he had never even considered that question. He then thanked me for the gift of the question that made his heart so happy. This was a moment I’ll never forget.
It’s often said, that in business your people are your best competitive advantage. Some even describe employees as your human capital. While true, I think the value your team brings to you, your patients and your practice far exceeds those descriptions. Dentistry is a team sport, you can’t do it all by yourself. Your team members are essential to your success and they should be the beautiful representation of the face, the voice and the essence of your practice. Don’t settle for any less.
...his eyes got teary and he told me he had never even considered that question. He then thanked me for the gift of the question that made his heart so happy.
In my experience, if you wish to provide world-class care and service to your patients, you must first:
- Provide world-class care to your employees; they are basically your first clients
- Treat them well – Care about them and their families
- Establish clear boundaries and guidelines via a policy & procedures manual, and protocols
- Support team member growth and development within their roles in the practice
By recognizing and rewarding the behaviors and deliverables that you want to be repeated, you will be proactively nurturing the seeds of success while creating a culture of gratitude.
Your team may change through the years; your systems, protocols, and boundaries should grow with the practice and support a win-win environment. It’s near impossible to be in a state of appreciation and annoyance at the same time. Lead with appreciation and gratitude.
Doctors often tell me they are grateful for the team, but they don’t know what to thank people for since they spend their days focused on patient care. I have a favorite activity to share with you that increases awareness and the opportunity to lead with gratitude.
Download a copy of The Gratitude Initiative. Give it a try and let me know what you think. #PIVOTstrategy