Most dentists and dental office managers know that hiring and retaining great employees is the key to success for any dental office. But exactly how to make that happen seems like a mystery. Is it really just a question of getting lucky?

 

In fact, luck has very little to do with it. Approaching the hiring process in the RIGHT way means that dental offices can create their own good luck. I’ll admit that my hiring approach is controversial in the dental industry. The thing is, it works!

 

When it comes to building a team of rock star employees, there is one thing will either harm or help your hiring process: how you prioritize dental experience in hiring.

 

This may seem like a no-brainer. Of course every dental office wants team members who are already trained in dental… right? But it’s better to think of dental experience as a bonus, not a requirement.

Here are two solid reasons why I always prioritize customer service skills, not dental experience, when I hire.

 

First of all, this is my mantra: dental is teachable, but personality is not. When it comes to customer service—which can make or break a dental practice—it’s nearly impossible to train a new hire to provide great customer service if that person is just not equipped for it. What good is a new hire’s knowledge of dental coding if it comes with a negative attitude?

Secondly, sometimes dental experience isn’t a good thing. A candidate who has worked in other dental offices isn’t just bringing their knowledge of teeth, scheduling, and other dental specifics. He or she is also bringing in that previous dentist’s training and culture—which may not be a great fit for your office. A new team member with a deep-rooted way of doing things could actually end up being a liability.

 

On the other hand, someone with no dental experience who is accustomed to providing fantastic customer service will immediately benefit any dental practice, and it doesn’t take long to get up to speed on dental basics.When you prioritize customer service instead of dental experience, you’ll be miles ahead of most dental offices.

My next article will discuss the first concrete step to hiring rock star employees: writing a job ad that ONLY attracts your ideal candidates.