No business succeeds without customers.
Every business must concentrate on serving the customer as much as, if not more than they focus on their procedures and protocols.
You can be the best dentist in the world, but without happy customers, you will have no business.
It is the customer who pays the wages. Without customers buying from us, the money for wages does not exist.
It is the duty of everybody at the business to support the business by ensuring customers are serviced to the best of the staff member’s abilities as per the policies and procedures of that business.
Supervisors and managers and owners need to support the employees and customers as per those policies and procedures of that business.
The Workplace Environment.
One of the common principles of effective work environments is the necessity for the business to maintain a safe and clean environment that is pleasant for the staff to work in AND for the patients to visit.
Emotional necessities are best conducted under the common principles of workplace etiquette:
- Be respectful
- Don’t gossip
- Don’t interrupt
- Be open to other options
- Be interested in others
- Pay attention
- Being on time
- Be positive
- Focus on solving problems. Not blaming.
- Be prepared to admit to your mistakes and apologise when needed.
- Be honest
- Be fair
- Be tactful
- Work as part of a team
- Try to help others
- Adopt and maintain an appropriate appearance for your business
- Dress appropriately
- Attend to your hygiene
The commercial impact of inappropriate behaviours, either by staff or by management, to a business will be:
- Loss of customers
- Loss of sales
- Gaining a poor reputation
Employees need to act promptly on instructions and information and follow procedures relating to their workplace activities.
When teaching new team members new practices within the dental office:
- Try to present the big picture before going in to the step by step details.
- Make sure the employee has all the criteria of the process
- Provide notes to the employee
- Let them know about your company’s feedback processes
- Let them know where they go with questions?
- Get them into training asap.
Follow these initial principles and you will be well on your way to setting up the best processes for onboarding all new employees.
Next week I’ll let you know about the ways new employees can work cooperatively as part of a team and add value to your company by showing initiative .
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