Tips to get more out of your staff members

Have you ever sat on the sidelines of your kid’s soccer or basketball game? What do you hear from the coach? Motivation? Direction? Applause? Re-direction? Encouragement? As a practice owner, you are also a coach, and your team could use all of these.

Every individual on your team needs something different. Here are some tips on coaching, organized by the different types of employees in your practice.

HIGH PERFORMER

High performers can also be high maintenance. This means they need more attention from the leader, so they feel valued and appreciated. High performers like to hear that you see everything they are doing and when you let them know what you see and thank them, they want to do it again and again.

High performers are often busy bees. They like to move from project to project, always starting something new, so keep them active, and give them new and exciting projects. Also, teach them that team recognition is just as important as individual recognition and that they always need to be “on” the team. (They tend to like to go it alone.)

LOW PERFORMER

We have all had the employee who does not provide as much sales revenue as other employees or who does not move as fast or seem as busy. Yet this employee is steadfast, loyal and constant. They never miss work, they smile all the time and are in a great mood, and they care about the team. In many other instances, they are one of your best employees. How do you coach them?

First, recognize what they bring to the team, and let them know you appreciate it. Not everyone is a star or wants the limelight. In many cases, openly talking to them about their qualities will encourage them to do more and be more. Also, consider they are likely doing a lot behind the scenes; uncover their tasks and make sure they are noticed. Now that you have done that, give them straight direction about what else you would like to see. Sometimes, the act of setting a specific goal with targets is enough to drive them into action.

COACHING YOUR EMPLOYEES

DIFFICULT EMPLOYEE

Do you have someone on your team who is great in so many ways but causes havoc and distress as well? Maybe they are the top sales person in your dispensary. But, they are also the one who is rude to other staff or patients; they gossip and can be negative. All of this, no matter how great they are in other areas, is not good for the team.

Never let rudeness or negativity slide. It affects your employees and your patients. Like a player on a soccer team who isn’t following the rules, pull them aside, and have a frank conversation about what is happening. Give them real instances of their behavior. Stick to facts and logic. Then, set a tone for your expectations and the consequences, should their current behavior continue.

LAST NOTE

Great teams are born from great coaches. Your employees will benefit from your attention and guidance and become a better team from it. OM

MS. CHAREST is the co-founder of 4ECPs, a practice management resource company for eye care professionals. 4ECPs has six divisions, including eye care jobs, marketing, social media, payments, events and training. Visit www.4ecps.com, or email trudi@4ecps.com.