Do team members go out of their way to help clients, to solve problems, and to improve the system?
Do you know what your employees are doing when you’re not watching? Are they chatting or texting about their personal lives, shopping online, watching YouTube videos, or updating their Facebook status? Or are they self-starters—people who take on and complete projects without any prompting?
GOOD EMPLOYEE, BAD EMPLOYEE
Consider these anecdotal snippets from my life:
MORAL OF THE STORIES
Similar behaviors, good or bad, are observed commonly at veterinary clinics, in the manager’s office, in exam rooms, in the operating room, at the front desk, or in treatment rooms.
Do your receptionists promptly acknowledge clients walking in? How do they handle price shoppers? Do they listen to clients or interrupt them constantly? Do they strive to help them find a solution to their problem?
Do staff members say things that are rude or inappropriate in public areas? Even when they take place in the treatment room, jokes, laughter, and loud comments can often be heard in exam rooms and sometimes at very inopportune moments, such as during a euthanasia.
Are your colleagues proactive? Do team members go out of their way to help clients, to solve problems, and to improve the system?
Every day, we all make choices. We can be remembered for our carelessness and bad attitude—or for our exemplary efforts and work ethics.
A.J. Debiasse, a technician in Stroudsburg, Pennsylvania, contributed to this article.
Dr. Phil Zeltzman is a board-certified veterinary surgeon and serial entrepreneur. His traveling surgery practice takes him all over Eastern Pennsylvania and Western New Jersey. You can visit his websites at DrPhilZeltzman.comand VeterinariansInParadise.com.