Are your employees making up their own rules & losing your business money?
One night I went to pick up a pizza. I have a pizza punch card—you know, so many punches, you get one free. This card had some spots for punching when you get a small pizza.
I ordered a large pizza, so I asked the girl to punch my card and she did; she punched two smalls. As this had never happened before, I asked, “Oh, is that what’s supposed to happen each time we get a large pizza?”
She replied, “No, I do it because it just doesn’t seem right to do it the way they want.”
What this person is saying is that she doesn’t support what the owner wants.
Her own personal beliefs of what’s right and wrong are getting in the way, so she’s making up her own rules – she’s certainly not following the ‘This is the way we do it here’ philosophy.
Although you may think that this is just a ‘small thing’ (no pun intended), it shows a total disconnect between the vision and core values of this business. Was she poorly ‘inducted’ into that business or has she just become disconnected over time?
This is a common problem in all businesses including veterinary practices, from the front office to the back office.
Don’t think for a minute that your team isn’t making up its own rules — tons of them — day in and day out.
You must fill the holes in your bucket. Practices that don’t check up on their team members are losing buckets of money and lost opportunities every day.
This all starts with making sure that you have got an Induction Process, which teaches the new employee ‘This is the way we do it here’, inculcates them into your practice’s culture and shares the Core Values.
Then, on a regular basis, this Culture and these Core Values need to be revisited. This ensures continual alignment with your practice’s ‘North Star’.
Next Step – Remember, what gets measured gets done!
You need to put in place a ‘check and balances’ system. This involves secret shopping your practice with both physical secret shoppers (friends, colleagues, acquaintances) and on the phone.
We recently did this with a few of my inner circle clients and we were shocked!! We didn’t believe this could happen.
Have you ever called or audited your own office telephone calls; have you ever heard something like this?
• “I’m on lunch right now, can you call back?”
• “Truthfully, you can get the same __________ done at XYZ for a lot less.”
• “I think it’s very expensive, but if that’s what you want, go ahead.”
• “O.K., if you don’t want to make an appointment now, we’re not going anywhere. Just call us when you’re ready.”
Trust me – this can happen to you too…..
How bad does it have to get before you finally decide to do something about it?
Some of your team members will just make up the rules as they go along (if you allow them to), and it’s not their fault. It’s your fault if you’re not providing them with ongoing support, training and recognition for doing the job the way you want it done.
And the fact is, unfortunately, many practice owners and managers are just too busy to provide the correct ongoing support, training and recognition. They are running the practice and after all, they have so many more important things to do!!
Or do they??
P.S. – don’t just read this – DO SOMETHING with it.