Practical Insights on Recruiting and Retaining Top Talent

Dr. May Chan espouses the hiring imperatives of cultural fit, comprehensive evaluation techniques, and targeted professional development.

If one accepts that a dedicated team of professionals is the key driver in delivering exceptional patient care, then it logically follows that recruiting and retaining top talent represents not just one of the key pillars, but arguably the paramount pillar upon which a thriving dental practice is built. As a business owner, how do you ensure that you select the right talents who consistently bring their skills, passion, and commitment to the forefront every day?

Before I delve into the complexities of recruitment and retention, it’s essential to acknowledge my personal belief in the “Hire Slow, Fire Fast” principle. 

Hiring slowly is essential to mitigate the significant risks and costs of a poor hire. This outweighs any drawbacks of delaying the process. Conversely, prompt termination is necessary upon recognising a hiring mistake. Acting swiftly benefits both the employer and the employee, but terminations must be handled with utmost respect and dignity.

Hiring: Brand Ambassadors

With that out of the way, let’s discuss the nuts and bolts of “Recruitment”. It is a meticulous process that demands a strategic approach. As with most hiring protocols, we begin by crafting specific job descriptions that clearly outline the skills and qualifications required for each role. 

However, skills alone do not suffice. We seek individuals whose attitudes and beliefs align with our practice’s core values and vision. This alignment holds significant importance, considering that our team members serve as ambassadors of our brand. Indeed, they are the ones who directly engage with patients therefore play an intrinsic role in shaping the customer experience. 

Consequently, the recruitment process needs to prioritise this aspect, offering interviewers the flexibility to evaluate candidates comprehensively, beyond just the specific skill sets outlined in their job responsibilities.

The “Sieving” Process

At Dental Boutique, we’ve developed various assessment techniques for evaluating interview candidates and new hires: Group interviews; one-on-one interviews; and trial periods. 

The group recruitment sessions differ from one-on-one interviews. Instead of asking direct questions for specific answers, we focus on broader topics like patient experience, team culture, and communication within a group setting. This format assesses candidates’ communication skills, teamwork, and ability to engage with others. The sessions also allow candidates to learn about our company and for us to gauge personal connections.

The people we shortlist from the group meetings move on to the one-on-one interviews, which delve deeper into their experiences and skill sets. If they make the cut, they will be placed on a trial period, during which we would gauge their adaptability and performance within our practice environment.

If the Shoe Doesn’t Fit

For the most part, effective recruitment naturally leads to smooth retention. However, even with a solid recruitment process, there may still be occasions when a new hire isn’t the right fit. In such cases, it’s crucial to act swiftly and decisively by adhering to the “fire fast” principle. Experience has taught us that prolonging such situations only hampers progress.

Remember: Retaining individuals who align with your culture and values is essential for maintaining a harmonious workplace environment. The reverse is also true, hence the need to act fast to rectify a hiring mistake. 

Getting to Know You

Further, effective onboarding and training by the practice manager is crucial for new hires. This involves ensuring the new team member undergoes comprehensive training before starting their shift, testing their understanding, closely guiding them in their role, and providing feedback. The ability of the team member to accept and implement feedback is essential for growth. 

Additionally, managers must be forthcoming with feedback to avoid communication gaps and ensure clarity. Open and direct feedback, both positive and negative, fosters trust and contributes to a positive team culture.

The feedback channels provide valuable insights into the strengths and weaknesses of each new hire. This information is essential for guiding their professional development and navigating their journey within the organisation.

Unleashing the Genius in Everyone

Rather than aiming to make everyone well-rounded, we prioritise leveraging their areas of expertise. For example, if someone excels in tasks but struggles with interpersonal skills, we steer them towards roles that capitalise on their strengths. Our focus is on identifying their natural talents and nurturing them in those areas, whether it’s as a high performer or a leader.

Understanding each person’s aspirations fosters a thriving team. Our recruitment and retention efforts are investments in long-term success, ensuring consistent high-quality service and patient trust.