Keeping clients happy requires more than just offering convenient hours, providing a full list of services and using the latest technology. It starts with a strong, positive practice culture. Everyone on your team, from the person who greets the clients to the person who stocks the shelves and everyone in between must be on the same page in order for your practice to remain profitable. If you’ve noticed that things with your staff haven’t quite been as pleasant and positive as they could be, it could be time for a major change. To be sure, here are six signs that your practice culture needs an overhaul.
You’re routinely falling short on meeting goals and objectives.
The overall performance of your practice hinges on the productivity of your team. When employees aren’t plugged in and adequately engaged, or when they don’t have clear direction or expectations, the resulting lack of effort can ultimately cost you clients and subsequent profits as a result. If this sounds familiar, chances are a cultural change is necessary.
You have a high turnover rate.
If it seems like your practice has a revolving door for staff members, it may be time to reexamine how you’re running your business. A strong, positive culture keeps employees engaged and makes them want to stay on for the long haul. It may cost a bit to invest in turning things around, but think of the money you’ll save not having to hire and train new staff every few months.
It’s a bunch of “I’s” instead of “we’s”.
Everybody knows there’s no “I” in team, and perhaps there is no more appropriate area to consider this wise sentiment than in the culture of your practice. Does everyone on the team work mostly independently or do they regularly pitch in and help one another without issue? The latter is the type of environment that will help your practice thrive.
Employees don’t feel as though they own what they do.
Which would you prefer? An army of emotionless robots churning out whatever is on their task list before punching out every day, or a team of motivated, compassionate individuals who take pride in their work and are always willing to go the extra mile? If you don’t empower your employees, they’ll never own what they do and understand their important role in the big picture of your practice’s success. In other words, they’ll just be robots.
There’s constant grumbling.
It’s important to get feedback from your team, but if there always seems to be an atmosphere that’s ripe with complaints and negativity, that’s going to affect everyone – including your clients and even your patients. Create a culture of open, honest communication and encourage feedback in a positive, productive way. If there’s one particular team member that seems to be the source of all the griping, it might be time to make a staffing change.
They’re getting burnt out.
Last but not least, remember that your employees do have lives outside of the clinic. While it’s important for them to be team players and willing to give a little extra from time to time, make sure you’re promoting and supporting a good work-life balance. Don’t just allow time off – encourage it and show your team how much their wellbeing matters to you. They will repay you in loyalty and hard work.
If even just a couple of the above signs are happening in your practice, the time to take action and start turning things around is now. And don’t be afraid to seek assistance from outside resources, like the team at DVMelite. We are experienced in successful culture transformations and can help you get your own business on track.
For help with this or any other aspect of business growth and management, contact us today at 1-800-469-1871.