If you have a team member with awful people skills then do everyone a big favour, and help them find a different career.
I know this easier said than done.
Having people with no people skills or no attitude to care and serve your patients, is harmful to your patients, harmful to your team and harmful to your business.
How do people with little or no people skills find their way into a profession that relies heavily on excellent people skills?
It has to go back to the point of hiring.
This is what happens, and we are all guilty of it from time to time, we hire too quickly. We hire quickly because we fear not having anyone in the position at the practice.
I know when a person from your team resigns or leaves suddenly, you are desperate to find another person.
It is no fun being down a person on your team.
Everyone struggles including your team and your patients as well as your business.
Hiring too fast can lead to hiring the wrong person. You settle for a person to replace another person rather than a person to suit the role required.
When you are looking for the right person you want to be very clear about who you need on your team.
When you are interviewing people you want to be clear about your expectations and ask questions to check the person can deliver what you want and need for your patients, your business and the rest of the team.
The next question is, how do you know if people have people skills?
At the interview, give scenarios of patient interaction on the phone and face to face communication. It is an eye opener to check how people can think on their feet using their people skills.
You need to check every person on your team at your dental practice has people skills and don’t settle for a person without them.
You want to look for people that are comfortable and enjoy having a conversation, people who can listen, ask great questions and people who are patient focused rather than focused on themselves.
I know it seems like a big ask but it is not!
Once you find the right people you want to make sure they are clear about their role in the practice and they are clear about what you expect of them in their new role.
I’m sure you do have the right people on your team but keep a check on how your team communicate with you and the team as well as your patients.
Paying attention to this means you always know if you have the right team.
Your dental practice is all about people so it just makes sense to hire people with people skills.
Jayne Bandy is a certified CX Experience coach.
Jayne works with her husband Dr. David Moffet to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how Jayne and David can help your business