Good customer service is key in any business but especially within a medical environment in which the captive audience can be a little more anxious than they normally would be.
You have worked so hard to build your practice up to what it is today so in a way it is your responsibility to make sure the staff you choose to have work for you understand your values and morals therefore becoming almost your ambassador for excellent customer service.
So what can you do to encourage others to care about your practice as much as you do?
Care about them!
Treat people the way you want to be treated. It’s no secret that if you treat people with respect that respect will be reciprocated and when we all respect each other, ta-da! Happy workplace.
Now I’m not saying its going to be sunshine and lollipops all day every day but if you make a conscious effort to treat your staff well they are much more likely to want to work harder for you.
Communicate. It is so important to make sure you aren’t spending your days barking brief orders over someones desk and expecting them to deliver exactly what you want. Be clear in your expectations and give reasons for everything you want done so everyone is on the same page and working towards the same goal.
Set up team meetings. Give your staff the time of day and make them feel heard when they want to voice their options. These can be short and sharp, so as to not tie anyone up unnecessarily, but you would be surprised at how effective even half an hour can be.
These meetings are also a great platform to give feedback to your staff members. If there are any issues within the practice now is the time to address them in order to give everyone the opportunity to bring their ideas to the table on how things could be improved.
Be positive. There is a fine line between constructive criticism and feeling like you are being ganged up on. Make sure these ‘feedback sessions’ don’t turn into a witch hunt. It is up to you to seperate the issues that are worth being brought up in a team environment and those that are better handled on a one to one basis. Your staff care about how to make the filing system more efficient, not that Jackie is forever putting an empty milk carton back in the fridge.
Trust. Give staff members jobs that show you trust them. You never know who is going to excel at something until they are given a shot!
It’s up to you to make a positive impact on your staff and the form the culture of your practice. Everyone needs a role model, even adults!