3 Easy steps to reducing stress in your practice.

How can you expand if your staff are stressed out?

Staff bickering and personality conflicts can be a major source of stress in an office, knowing how to deal with it can be extremely useful.

If you let employee situations go on for too long, bad things happen and you can end up losing not only the problem employee, but other good employees as well. When you encounter two or more employees feuding;

Find out as quickly as possible who seems to be instigating the problem
Determine which of the two is the most productive employee,
Nip it in the bud, fast.

Normally other staff have either been involved or observed a staff conflict in one form or another. Interview these staff and get a more neutral opinion on what is going on and who is really causing the problem. Interview the staff involved and get their side of the story. From this you should be able to find out who the real problem employee is.

Make sure, above all else, execute the above steps QUICKLY.

The longer this is allowed to continue, the more likely it is that other staff will start to feel that their work place is not safe. You could end up losing a really good employee because you didn’t handle the problem and act swiftly.

One easy way to keep your work place stress free:

Having office policy and job descriptions in place to govern acceptable and unacceptable behavior in the practice will give you an important foundation to stand on when handling staff conflicts.

Document, document, document in writing the issues and what was done to handle the people involved. Without this documentation you can open yourself up to potential legal issues.

With your practice stress reduced, your staff, Office Manager and you, can work quickly, efficiently and everyone will win!

What is one of the biggest hindrances to expansion in any practice?

Cancellations and Broken Appointments.

Broken appointments or cancellations are symptoms of other problems. This may be a way that the client is telling you that they are not satisfied with their service received or they have some financial concerns.

What can be done to reduce no-shows, cancellations and reschedules?

Your receptionist should fully understand that the appointment book has been placed in their hands and they are fully responsible for its handling.

Your “General Policy” statement should be used to educate clients on needing to keep their appointments.

You must have the honest and genuine attitude that you really care about your clients and your receptionist knows why it is important for your clients to set and keep their appointments.

Always call right away, any client, who does not show within 15 minutes of the scheduled appointment. Find out from the client if something went wrong, that might have caused them to miss their appointment. A caring “time is valuable” attitude is important and letting them know that you want to work with them to ensure that they can make it in.

When a client calls to cancel, find out, diplomatically, the real reason why they are canceling. Many times you’ll find it is a financial concern or a lack of understanding about why they need the recommended care.

Ultimately, when you find out why clients do not keep their appointments, you will find an area of your practice that needs more work. Better financial arrangements, better explanation of your treatment plans, et al.

In summary, its extremely important to make sure your clients and their pets receive the best care you can give them, that they accept your treatment recommendations and also show up to receive that treatment.

The key to really expanding in 2014 is making sure your clients make an appointment and keep it. Your receptionist is the key and often mystery ingredient to your clients showing up or not showing up.


David Tregurtha

CEO, Clear Advantage Profit Solutions

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