The Dream Team

Creating a highly successful staff environment

by Mike Farley

For many years dental consultants have insisted that in order for a practice to reach its maximum potential each member of the dental team must be "top notch", "first rate" or a "10." In support of that concept Avrom King has strongly suggested that "no single factor in dentistry is a more telling determinant of a practice's success in dentistry than the quality of its staff."

But how do staff members get to be "first rate"? Were they born that way -- or have they been "molded" to a point where they are major contributors to the success of the practice? I believe "both of the above" are large factors. Let me explain...

Most dentists are delighted when staff members bring energy, enthusiasm, imagination, brightness, great personality and problem-solving skills to the job. Also, they are quite relieved when the clinical and/or administrative skills of staff members have been honed to fabulous heights by their previous employers.

But, in truth, the task of creating an environment where each staff member can be highly successful lies with you -- the current employer. Yes, the employee must bring with them those personal characteristics that allow for success -- but you must provide an atmosphere that can fulfill the most important needs of your employees. These needs include:

1. Possibility of an above-average salary.

2. Strong fringe benefit package -- including a retirement plan.

3. Good working conditions.

4. Strong relationships with other team members.

5. Opportunities to grow and increase their skill level.

6. Recognition and respect.

7. Availability for increased responsibility.

Ultimate achievement of these employee needs is accomplished by a focused recognition on the part of management as to what those needs actually are -- and then by the implementation of systems, policies and procedures that, as certainly as night follows day, bring about successful results.

This usually involves a new commitment to staff training (a never-ending process.) It is management's responsibility to develop and refine those skills within employees that allow the employees to increase their value to the practice. Those increases in skill level are brought about by on-the-job training, guided experience, effective supervision, performance evaluations, and organizational support. In order for staff members to be successful they must have information, resources and support. Mediocre results occur when employees are unprepared, unsupported and unrewarded.

Also, the morale of staff members is greatly strengthened when they know that they will only be working with other "top notch" team members. Your integrity is "at risk" when you have staff members who are not "first rate." When you have mediocre staff members it means you are not unconditionally committed to the success of your practice.

I firmly believe that most Dentists have a good intellectual understanding of the need for superb training programs for their staff. The problem, in these busy times, is management's inability to move from the "intellectual" to the "implementation."

As you begin this new year, the best gift you can give yourself to ensure your continued success in Dentistry is to have a thorough understanding of what it takes for your staff to be successful. If you will assist them in achieving their needs -- you will have a fabulous year!