Recently I needed to see my dentist and my optometrist. In both cases they were unavailable, so I saw one of their colleagues. I admit I felt some mild trepidation; once I find someone I trust I want to see them and them alone. Happily in both cases my expectations were met – and exceeded – by the other team members I saw. I really appreciated their ability to listen, their knowledge and their supportive approach. I left feeling impressed by the judgment of these small businesses when it comes to making good hires.
They had understood the importance of getting every hire right, matching strengths and personalities with roles, each of whom are part of a cohesive team. A mature, unflappable office manager is a good foil to the health professional. Chemistry between people is palpable, not only within a team but to everyone anyone comes in contact with. Mutual respect and trust are key. For example, looking through his colleague’s notes on my previous visits, the optometrist I saw commented to me, “Tom (not his real name) always writes up such thorough notes.” This enabled him to do his job – serving me – better. And it left this customer feeling assured that her needs were being met.
I’ve had some less positive experiences, too. One is at the hairdresser’s where the teenage trainees struggle to make conversation with people old enough to be their parents. And after one too many brutal head massage, I politely pass on these now! I’ve given my feedback and I have been assured that the senior stylists are trying to coach the youngsters to develop their conversational skills. I think they should reconsider their hiring practices going forward. That way they could expend less of their resources on getting trainees up to speed, and reduce the likelihood of creating disgruntled customers.
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