New Hire Experience

Transcript performed by A.I. Please excuse the typos.

00:00
This is Dental All-Stars, where we bring you the best in dentistry on marketing, management and training.

00:12
So we know statistically that those candidates or those new hires that have a structured onboarding program, and when I say structured, they’re handed an agenda and they say over the next, you know, six to eight to 12 weeks, each week, this is what you’re gonna learn. This is how you’re going to build your knowledge base for our practice.

00:36
Here’s who you’re going to check in with. This is when you’re going to meet with the doctor. When we say structured onboarding, that’s what I mean. Those that have a structured onboarding program, the new hires statistically stay three years or longer. And that’s a 69 % of new hires that have that structured onboarding. Welcome to dental all-stars. I’m Alex Nottingham, founder and CEO of All-Star Dental Academy. And with me is Robin Reese, director of the All-Star Hiring Service. And we’re talking about the new

01:04
experience, please welcome Robin. Hi, Alex. Always good to be with you. I don’t, I don’t get to see you very often. So this is fun for us. I see you around sleep time. I hear you week. don’t know. No, that’s true. That’s true. We love, look, they have dedicated time together. Oh, one-on-one. That’s true. It was always, always nice. It’s a, and, and these podcasts are just a conversation. We love it to be organic. It’s a conversation we’re having fun. it is.

01:34
like one-on-one time, but I think, do I see you this week? Yeah, I see you tomorrow or something. We’re going to spend, depending on when the time is recorded, but we love each other at All-Star. We can get enough of spending time together. Anywho, and if you love us, come to our events. We have a big event every May in Fort Lauderdale on the beach. We learn about the four pillars of practice growth, communication, leadership, systems, and culture. We do that every year. And Robin is fundamental speaker at that event. So if you’d like to listen to Robin.

02:03
the very least she’ll be there speaking and teaching. we do that. So check it out at all. So demo academy.com. So the topic about new hire experience, this is really cool because it’s you have a hiring service that you, that you lead at all star where you help practices all over the country, uh, hire team members. they, so they don’t have to do that personality profiles, background tracks, all the work, all the screening. And actually as an aside, I’ll get to this.

02:31
You we had you start helping us with hiring coaches because we’re like full so we need more coaches and I saw the experience is so cool. Like you have to like some of these you have to send us video of yourselves then and like it, know, know how great your Your service is and this is me CEO. I don’t know what’s going on But like I oversee you and your your team and it’s so wonderful and then I see like witnessing your service. I’m like

03:01
Can they help us? And you’ve been helping us. And it’s like so cool to go to the service as I get these videos. And none of this nonsense, I’ll just think about the post. It’s just delivered to me. It’s amazing. Absolutely. I mean, we aim to please Alex. hey, I’m not only the Hair Club president, I’m also a client. So don’t laugh. That’s not very nice of kids. So the new hire experience.

03:29
once they’re hired, we want to keep them there. like, what is, what do they do? What’s the experience when they’re there? So I think that’s a very, very meaningful thing to explore. So tell me about the background. What are you, what’s in your mind about this new hire experience? Well, you know, I will kind of correlate it to the new patient experience, right? Lots of practices want to roll out the red carpet and give little

03:57
Mugs and pens and t-shirts or whatever for new patients. And my recommendation is let’s do the same exact thing for a new team member. When we onboard a new team member, and I know we’ve had other podcasts about onboarding and whatever boarding looks like, it is really about setting that amazing initial experience so that this person knows that they made the right choice to join this practice.

04:27
They’re coming in brand new. They might have 20 years experience, but it’s in somebody else’s office. They’re now, you know, kind of the new kid on the block and we need to roll out the red carpet for them. And what that new hire experience really, really centers around is that, you know, 30, 60, 90 day, they’re learning the job, they’re learning the culture, the tasks.

04:52
They’re learning who they can go to with questions. They have that mentor, that training buddy, but more importantly, they’re really, you know, answering the questions to themselves. Did I make the right decision? Is this the practice where I can see myself thriving in the future? You know, am I going to be able to contribute right away? And am I also going to be able to grow in my skill set? So we know statistically that

05:22
Those candidates or those new hires that have a structured onboarding program. And when I say structured, they’re handed an agenda and they say over the next, you know, six to eight to 12 weeks, each week, this is what you’re going to learn. This is how you’re going to, you know, build your knowledge base for our practice. Here’s who you’re going to check in with. This is when you’re going to meet with the doctor. When we say structured onboarding, that’s what I mean.

05:51
those that have a structured onboarding program, the new hires statistically stay three years or longer. And that’s a 69 % of new hires that have that structured onboarding stay three years or longer. And that’s a really good statistic to really measure your onboarding program is because you want 70 % of your new hires to stay because you made the right decision. Now, granted,

06:19
The interviewing process is giving us insight into this person. Is this the right person for the right seat on my bus for my practice? And yet there are times that in that first 30 days you may discover this is not a good fit and we have to off board them, right? So the idea of having this

06:44
incredible new hire experience is really understanding and letting them know there’s things that you want to do before they walk in the door as a new hire. And that is letting the team know and what they’re this person’s name is that you’ve made the decision and this is who they’ve hired. And hopefully the team has been part of the process all along. However, I know there are multiple locations and other locations may not know that a new person started.

07:13
I mean, heck, even with All-Star, when we hire somebody new, I make the announcement or Eric makes the announcement or Shelly makes the announcement because we don’t always work with these people all the time. So it’s always nice to know ahead of time who they are, where they came from, what their role is gonna be. And then when the new hire actually comes, it’s having that mug or…

07:37
the jacket with their embroidered name on it or business cards which are super inexpensive. They used to be really expensive a while ago. So people tended to wait until you got business cards as a new hire. But gosh, they’re so easy to order online, super inexpensive. And while it just gives such a high level experience to a new hire when they get their own business cards,

08:03
you know, a mug, their favorite candy bar, and even a welcome card signed by all the team saying, are so excited to have you. That creates such an incredible experience. And again, feedback that we hear is people are like, you know, I found my people. This is the job. can’t, you know, I’m so excited. I see myself being here for a very long time.

08:30
Yeah, that’s what it’s all about. We were talking about another podcast about culture and. know, the people want to be part of something, something bigger than themselves. And I, and I think that we see, see this with the hiring in is that people are not settling just for money. Money’s important, but they want to be part of something. Cause I’m going to spend hours a day. I should like these people. Like we love, we just talked about it in the podcast. We love spending time together and we get.

08:59
time every week virtually, but we also have our own, we have our own meetings one-on-one. We also have, uh, the events we get to spend two, three days together. And it’s like, it’s, it’s, we’re doing great work. We have passionate work. We love what we do. We love being around each other. mean, so what happens is that culture is what an environment is what sustains. Motivation theory shows that environmental factors are the most compelling in terms of motivation. And so if you change, if you can change the environment.

09:29
And you can build this culture and have systems around it. Like we have dentists that follow our, our five steps in all star practice. come to the events, they bring their team. They really embody a lot of the principles. It’s not very complicated. And when you do that and you add your own flair to it, you have basically fortified yourselves as a great practice. It’s insurance. And then you, and then when you have it, you could add these extra touches.

09:56
Like now we started spin long overdue, when you, when we have new signups, they get us a welcome packet and you know, we have personnel that can do that. And we’ve thought of it because all the other systems are put together and it, it, want. So again, from the also perspective of every client to be part of something and feel this is my home. When I hear that, when you’re talking about that, that resonates what I hear from our dentists. This is our place and you want your team to feel the same way. This is my place.

10:26
And it’s not about this, doctor, it’s about the entire team. This is a place that I feel passionate and the more that you can, you can embody this. So that token, what does that call the, the, um, love language? are people are getting something, an act of service or, or, or, or gift. It’s a gift. You’re giving them a gift to show. And the more that you can touch on these needs of, of all people, right. Uh, I mean, to come in and you, you, you have this.

10:55
They know the patients that one up, then you stand out from the fray. Absolutely do. that kind of goes to the brand recognition, creating those brand ambassadors, not just patients who’ve had great experience and leave five-star Google reviews. This is all about, you know, glass door reviews about who you are as an employer, because again, you want to be the employer of choice, not chance.

11:24
And when you are looking to fill those roles, you want the reputation, you want people to know, wow, when you get hired at this practice, you get all this amazing stuff. And I’ve even heard practices that give their new hires notebooks with their logo on it. And they say, this is your Bible. This is what you’re going to write all of your training down. are things you’re, this is the book you’re going to use to make notes. And at the end of the year,

11:52
we’re going to look back and see all the great things that you’ve done throughout the year and every team meeting, I want you to bring your notebook. And so the, they do color coding. So, you know, you know, whose anniversary is coming up kind of thing. So you can really have a lot of fun with it, but it really does go back to what are your core values? What is the culture you’ve built?

12:15
But when you create that incredible new hire experience, you can expect that they’re going to stick with you. And when you do need to fill a role, you’re going to be the standout employer that gets resumes from all over while other people are struggling. And we’ve seen that happen. We know there are clients that come back to us.

12:40
that they say no matter when we post for a position, we’re always flooded with resumes because they see the practice name, they have an incredible reputation in the community, and that makes our job as hiring specialists such a joy because we know that these practices really stand for something great within their community. Yeah, I think about this intentionality, like really thinking, okay,

13:09
I like how you equated the patient experience. It’s like, what do I want the patient experience to be like? I think this is a common expression working on your business versus in your business. Sometimes stepping back and just thinking, okay, how do I want my practice to run? How do I want the experience to be? How do I want my happiness there? How do I want my team? How do I want the patients to be like, and just paint a picture and say, well, how do I get there?

13:37
And that’s the patient experience. What is a patient going to experience from their eyes? What is the new hire going to experience from their perspective? It is it going to be world-class? Is it going to be one that supports our values and culture? And I like how I’ve never thought of. So yes, the onboarding I thought of for sure. We were all about onboarding. We have in the works, a new onboarding program coming out, more onboarding. we, we, we need that, of course, but I love what you added about this.

14:07
Um, you know, having it just all beautifully packaged. It’s almost like a marketing campaign. You’re almost doing a marketing campaign for the new hire because I think it’s, it’s almost like a marriage, right? In the sense like you get married, you think, oh, it’s over. I’m done. You ain’t done. You got it every day. You got to keep earning that right to be together. And I think the same thing with your team and same thing with All-Star. was just thinking, I, I, I love y’all, but you know, every day we have to show us and, and, and show that love and show that share and respect.

14:37
Because relationships can be broken very quickly. They take a long time to be built at trust, but in an instant, it can be taken away. And so we have to continue to make those deposits and continue to invest in the people and the culture. So you mentioned something about, it was a cool concept. Maybe we can kind of like…

15:06
play one of the last topics, but that it’s a job hugging you said, what’s that? I just want to hear about what is a job hugging. That is a topic probably that could have its own podcast. So maybe this is just a premiere. Okay. So give us a little tease of it and we’ll do it next time. Yeah. So I think we’ve heard the term, especially after COVID about quiet quitting where people just stayed in a job and they quietly quit where they became disengaged.

15:35
And they were either actively disengaged or just didn’t want to do anymore. They were getting burned out, but they didn’t want to leave. And now that really has translated into job hugging. And in a positive way, when you think of a hug, you think of warmth and comfort and people hugging their job, they’re staying in a position that maybe they’ve kind of peaked.

16:05
at what they can learn, but then they start to recognize, the grass isn’t always greener, so how do I deepen my learning here? What can I upskill? What can I learn new or different if it’s a clinical position? Maybe learning some administrative tasks or administrative, learning some more clinical things to do. But hugging the job, staying where they are, and trying to make the

16:34
the most of it or the best of it. You’re saying even though they don’t want to be there, they do want to be there. They don’t. Even if they’ve maxed out, right, and they are somewhat disengaged, that they’re staying because they’re uncertain about making a move, but they want to turn that into a positive experience so that they can have deeper learning, they can upskill, they can use that time to stay in a position

17:04
that instead of moving up, maybe they move out. Maybe they just expand their clinical or administrative skill set. The other part of that job hugging is holding on for the wrong reasons, meaning they hold on out of fear and more of that uncertainty. And so they are dragging the business or the team down, but they’re not willing to.

17:31
to make the leap or they’re not willing to make the change. And that’s where business leaders were really struggling is with those job huggers for the wrong reasons. And like I said, we could. Yeah, I think that would be a really good, that would be a good title is put that on our notes for next time, because I feel like people some on the negative side of job hugging to eventually job hop, hop, to then job. So, and

17:59
This is important to bring this up because part of this idea of focusing on the new hire experience is number one, we’re going to so hire probably you’re using the hiring service with Robin, but putting your, your culture out there, what you want and weaving out those who just saying the best things to get there and they don’t want to be there. But then saying that number one, demonstrating this, we care here. And I think that if you show the care and you show the love.

18:27
That also might cause people that were full of it to leave because like, this is, they want to put a ring on it. I don’t know if I want all this. I wanted to kind of like the hide, right? I wanted the job hug and hide or whatever, or quite quit. But I think this goes to the standard that number one, we want to always build our processes. It’s the same thing at All-Star for the best clients. We have clients that are so so as a, but we want to take care of all of them. But our focus is on,

18:55
the best, the ones that are all in, the ones that want to go the next level. And I think the same thing with you and your team. when, when I think something to think about is that you want what you want for this team. This is when another one talked about culture conversations that, do you want to be here? And not allowing job hugging or quiet quitting to say that, because this is interesting. love when I, so,

19:25
This is what breaks my heart a little bit because some dentists they’re never going to invest in training. Whatever. Fine. You know, and Heather gets all upset. Well, they’re not there, but in two or three years they might be ready. That’s fine. Just send them love. Send them free resources. Got a lot of free resources at All-Star and when they’re ready, they’ll come. But what I’m thinking about is the ones that get it and then they go to their team. They want to come to an event and say, I want to come. Can’t come. Nope. Not going to do it.

19:52
And often they’ll like, uh, they might capitulate and go, okay, well, if they’re not going on, it’s not going. Or let me see what the, I love it. Let me see what the team thinks about training, whether they want to do training or not. It’s like, oh my God. Wow. So there’s no culture. You’re going to there’s team to tell you whether you should train or do things like that doesn’t make sense. that’s unfortunate. That’s a situation where the job huggers are controlling the culture. And it’s just like, it is like a job. We’re just going to, we’re just going to hold.

20:22
We’re just going to hold for a while and that, and that keeps us safe. We’ll just get by. But listen, those are listening. know 95, 90, 99 % of you, even if you’re feeling you’re not capable of standing up in your heart, you’re like, I want that. I want a culture that is like this. I want a team that’s like this and I’m willing to invest. But I think the part is having that conversation and stepping up and coaching can help.

20:51
therapy can help to be able to face those fears, but it’s being able to live the life that you want. Look, this is a good way to kind of conclude here. Robin is leaving in a few weeks or a week to go for a month to Europe and it’s going to be minimal work. She’s got a lieutenant at the hiring service that is just as good as her. She built it that way and is going to run the show. She’s like, I built it by design and I’m very happy. We talked about this.

21:21
Five seven six seven years ago when you both has this your figurehead. I want you to be like me You know, I’m going in a few weeks for a week to take to to to California but the point is the reason we’re saying that is Oh, I’m getting so excited about that. I forgot my whole point here. Why are you? Why the hell are you going out there? Anyway, why why are you leaving? Oh, I had a good point This is like I got so excited that I shifted. Oh, I got greedy

21:49
We built Zyze in Zyne, much like what we’re talking about. We have the systems and the culture and the people who are motivated and who really excel at what they do. And Jackie is… Oh, no, I remember. remember. remember. Okay. Here’s what it is. He’s going to run the hiring service. It’s the fact that you love life. That’s what I was saying.

22:17
You love what you do and you’re going to go and you’re not settling is what I’m saying. You’re not saying I’m going to hold on and just not live life. I’m just going to just get along with it and not make anybody up and happy. But you’re leaving for a month, but you made sure you’re hiring services and it’d be just as fantastic. And it is. But the point is, and probably when you’re listening to the podcast, she’s back. But the point is that I don’t want any of you to listen to have to settle.

22:45
for a culture that is not what you want. An experience that your patients, your team has that is not ideal. And the bridge, nobody’s gonna listen to me and disagree and say, I want a terrible culture. I want drama. Nobody’s gonna say that. Nobody says that. everybody wants we’re talking about. that’s the result if there’s no intention behind it. There’s no intention, but a lot of it’s fear. It’s fear of, don’t like, you know, I’ll pick on my brother and he doesn’t listen to podcasts, but.

23:15
He he he doesn’t like confrontation. And so sometimes he’s got a silver, but he, I know what’s in his heart, but we have to push through it. We may not be big on the deep personality, but there’s ways to do it and there’s time. but the point of the podcast is to spark that inspiration in you to not settle and to be able to quit the culture of your dreams. So Robin, thank you so much for being on the program and this us all these little

23:45
little, little topics you have within the topics like that could be another pockets. There’s so much. It goes back to the new hire experience. As much as we attract and want to create a great new patient experience, we have to do the same for the relationship that we build with our team because we know if we take great care of our team, they’re going to take great care of the patients. And that goes all the way back to culture. That’s right. So thank you, Robin.

24:14
And for those, uh, so you have a hiring service at all. the academy, helped offices all around the United States, hire a team members. You, you, you post the job, you get the values that are put out there. You, we, we did not, was mentioning it earlier. I got to experience it. was so cool. You’re always innovating with technology and there’s also personality profiling, usually the Drake, you have background tracks and number of other resources that are, that are there. You also give them some onboarding.

24:44
pointers and so on. So to learn more, go to all through dental academy.com. You just click train, you know, hire people. You can learn more about that. And did I, I, did I kind of summarize it? Well, you want to add anything? Oh yeah. Yes. Yes. All right. And if you want to see Robin speaks is amazing impersoning what are the powerful speaker she’ll be at our also dental academy growth summit. That’s going to be may you have it every year.

25:12
go to allthedomeacademy.com, click advanced, look for the growth summit, you can bring your team, yourself, or, or both, and everybody there. So remember to follow us on Apple Podcasts, Spotify, YouTube, get the episodes as they’re released, share with your friends. And until next time, go out there and be an awesome.

25:40
We hope you enjoyed this episode of Dental All-Stars. Visit us online at AllStarDentalAcademy.com