We’re family. It’s how many of my colleagues describe their team, and I understand why. Dental teams often spend more time with each other than they do they do with their spouses, kids, and friends. There’s also a known truism that says you should never hire friends or family. I agree. To hire and retain great talent, we’ve found that the best candidates are friends we just don’t know yet.
Look for fit before function
Traditionally, practices look within dentistry to fill vacant positions with people who have “at least two years of experience” in a certain role. The word “experience” is used often in dentistry to describe patient experience. Delivering an exceptional experience that results in long-term loyal patients is not only a goal, but a necessity for practice success. So, why are we not recruiting by filling the position with someone who can help the team deliver a great experience, who can integrate with the team seamlessly, and who fits so well they stay? We’ve found success in doing just that.
My own journey into dentistry started when I worked the front desk at a gym. While there, I was approached with a job offer by a gym member who happened to be a dentist. He told me he was impressed with my energy, focus, communication skills, and ability to work with people of all types. He said it didn’t matter if I had dental experience because anyone who’s willing to learn with an open mind can be trained. I accepted the position and found my purpose and passion. Using that same philosophy, when we have open positions, we look for someone with energy and personality that fits our culture, who aligns with our core values and work ethic, and who clicks with the rest of the team. This is important because it’s hard to deliver an exceptional patient experience when there’s tension between team members. Patients can always feel it.
Finding these people can be easy because they’re all around us—working and serving in restaurants, hotels, retail stores, and gyms. They may even be sitting in one of your dental chairs. Great recruiting is always looking for these special people so you can note who they are should a position become available in the practice.
Making new friends
One of the first things we have new hires do is fill out a form called “Let’s be friends.” The form provides insight into who they are, what they’re passionate about, who and what inspires them, what their personal and professional goals are, and more. Many people have been taught not to talk too much about themselves personally during an interview, that they should be all business. But dentistry is more than a business; we are health-care providers. Caring is what we do. The “Let’s be friends” form gives them an opportunity to open up and tell us about what matters to them. These insights give us a deeper understanding of their personality and what motivates them.
Then we make sure we set up our new hire for success by giving them time and training. Training is so readily available today. The American Association of Dental Office Management (AADOM) has online courses that can be accessed on demand. CareCredit, our patient financing partner, has online and in-person training. And some technology partners are available to come into the practice to teach new hires. Be sure to tap into these types of organizations and companies.
As a side note, the “Let’s be friends” form also captures important dates—birthdays, anniversaries, kids’ birthdays, and more, so we can celebrate with this person. Celebrating people and special events, including Office Management Appreciation Month in September, Tooth Fairy Day, Dental Assistants Recognition Week in March, and Dental Hygienist Week in April, is a big part of our practice culture. Culture is what keeps our team together for the long run, which means we hire less frequently, but still constantly look for great talent and people who can be friends.
Editor's note: This article appeared in the July/August 2024 print edition of Dental Economics magazine. Dentists in North America are eligible for a complimentary print subscription. Sign up here.
