One of the most common questions I get from clients, no matter where they’re located or how big their practice might be involves energy and accountability. They want to know how they get their team to care at a higher level. They want to know how they get their team to be more engaged and to be more accountable. They want to know how to do more, and how to get their team members to care like business owners.
On the surface, it might seem impossible. However, it can be done. With that being said, I don’t really believe that anyone can be made to care as much as a business owner, but you can achieve a close approximation.
Really, it all starts with your hiring process, and your ability to categorize individuals so that they fall into the right areas and can be made part of the right team. One of the most important considerations is energy level – you’ll find that someone who brings energy to the job also has a great attitude. They’re go-getters. They have a can-do attitude. You need that initiative, and you need those people who live your core values.
You also need to figure out if your staff members are self-starters, or if they need someone to tell them what to do, and when to do it. A self-managing employee doesn’t need anyone to micromanage their activities. They do what they need to do. They have initiative. Other employees need someone there to motivate and guide them from day to day. They need a babysitter, which is essentially what a manager does. They babysit.
According to the Harvard Business Review, a manager spends 68% of his or her day dealing with employees who show bad behavior. It’s a waste of time. Ultimately, it proves that hiring people who need a babysitter is also a waste of time. Your teams could be doing so much more, achieving so much more, delivering so much better care, if they didn’t need someone to hold their hand every step of the way.
You can also score employees on whether they’re a promoter or a detractor. Promoters boost the overall team, while detractors drag them down. Detractors gossip, complain, and generally have an axe to grind. Promoters do not. Promoters will praise their team members openly, and funnel any negative information up the chain, rather than down, so that it does the most good. Detractors not only complain, but they direct negative energy down, or laterally, where it does no real good, but can actually cause damage.
By scoring your employees based on their ability to get the job done without supervision, their attitude at work, their stance toward praising others or sharing credit, and the like can help you build strong teams that go the extra mile for your patients. With a little care and patience, you can easily create teams of people who are accountable, who take ownership, and who want the practice to thrive and your patients to enjoy the best possible care at every appointment.