Time Out: Finding and Keeping the Ideal Team by Dr Alun Rees

by Dr Alun Rees

Alun Rees gives his advice on how to build and keep happy employees

It’s what every business owner wants: The right bums on the right seats and everyone pointing in the right direction. Ring the bell, and away you go to success. If only it was so easy!

My uncle, who ran a factory, once warned me, ‘The biggest problem you’ll have is staff. Getting them is one thing, getting them to work and then keeping them is another’. For five years, I thought he was wrong ... but then things started to wobble.

I should have seen it coming. Just because I was happy didn’t mean my staffers were. Replacements were hard to find until there came a simple light-bulb moment: To build a good team, I had to be clear in what I wanted, then find and train them for my business, not someone else’s.

Doing this isn’t a one-step process—especially if you haven’t given it much thought before. These 11 tips should help set you on the right path toward a happier, better staff.

1. Start with the end in mind. Before you recruit, define what you want from the person in that role. Exactly what will they be doing? What experience should they have? How will you train them? The greater the detail, the better.
2. Spread your net wide. One rule of business success: Never stop marketing or recruiting. Always make your practice look attractive to visitors and on social media. Have a section on your website where team roles are described and interest invited. Look beyond typical recruitment routes. Who do you know? Who do they know? Build a network and use it. Your current team can help.
3. Select with care. Interviewing is a skill that takes effort and thought; it’s different from gaining rapport with a patient. Selection techniques must be consistent and thorough for every candidate. Involve other team members.
4. Be a leader. If you expect people to follow, you must show leadership. Nothing ‘just happens’ in any business; it’s necessary to create a culture where success is defined and celebrated, roles are clear and everyone knows why they are coming to work and what’s expected.
5. Introduce with care. In many practices, the induction process consists of showing newbies where the changing area, toilets and kettle are, then letting them to get on with things. Introductions should be done with respect, giving new employees time to adjust to this new environment with clear steps and different team members taking a role to show them the ropes. You’re laying foundations for the long term.
6. Don’t ‘tolerate’. It’s impossible to get recruitment right every time. An experienced person may bring baggage or expectations they won’t change, or a new one may be just unsuited. Better to cut your losses and release them.
7. Reward properly. People don’t come to work only for money, but it’s important. Pay them adequately for their efforts. Make them know they are appreciated.
8. Listen to them. Have regular formal and informal conversations with your team. Listen to their opinions: What’s working for them? What challenges do they face?
9. Grow. Your skills continue to develop, so you have a responsibility to help your team members to become the very best that they can. Regular appraisals and evolving personal development plans will assist both parties to get the best.
10. Set them free. People change and grow, and often want other things or different experiences.Take pride in seeing team members gain fulfilment through moves to different careers and fresh challenges. It’s a wrench, but let them go with your blessing; often, they’ll find their successor, and will remain part of your marketing team.
11. Then, start all over again.

Alun K Rees BDS is The Dental Business Coach. An experienced dental practice owner who changed career he now works as a coach, consultant, troubleshooter, analyst, speaker and writer. He brings the wisdom gained from his and others’ successes to help his clients achieve the rewards their work and dedication deserve. dentalbusinesscoach.co.uk