CREATION is the point at which you actually will start seeing the momentum building from working on the other three principles- CLARITY, COMMUNICATION and CULTURE.
What I believe we, as the practice owner, often do and are always told to do is, “buy this program” or “send your team to a one day team building event.” Supposedly, this will be enough to teach your staff everything they need to know about customer service.
I see these types of programs analogous to putting on a roof without a strong foundation or without all the walls in place. What happens to the roof in this situation? It just falls right off. Isn’t this what happens in your hospitals as well?
A new program gets started. For the first couple of weeks, everyone is gung ho. However, slowly but surely, the old ways of doing things creep back in. At that point, you are wondering why you wasted money on the program, and you start wondering why you can’t find any “good” employees. Don’t feel bad. We have all been there, and I think it is just human nature to feel that way. How you feel though, does not make it the truth.
The truth is, you have been guilty of putting on a roof before the foundation and walls can support it. That being said, when you have CLARITY, COMMUNICATION, and your healthy CULTURE in place- real change can and will happen!
You and your team, working together, can figure out new ways to solve the challenges you must deal with in your hospital. In fact, instead of YOU having to solve all the issues on your own, you will now have an engaged team along side you with everyone working together to create all kinds of great experiences for your patients and your clients.
Without complete “buy-in” of your team, you can daydream all you want about finding the “right person” to fill this role and that role, but until YOU as the leader take a step back and work on CLARITY, COMMUNICATION and CULTURE, you will NEVER be able to create sustainable change.
One definition of insanity is “doing the same thing over and over and expecting a different result.” I believe we are all guilty of that, BUT now is the time to do things differently. All the parts and pieces of the house are scattered, and it is up to you to decide to put them together. Without you as the leader taking the first leap of faith, nothing will ever change!
You can envision, create, and sustain your unique animal hospital, and we want to help you create all that you once imagined your hospital to be-so are you in?