One of my favorite podcasts is ManagerTools. I enjoy hearing the two experts’ ideas about effectively leading and managing employees in a small business.

After years of listening, I recall most strongly their assertion that managing is not for everyone. I feel that is why so many optometrists struggle with leading their staff.

Most practices are too small to afford a highly-compensated office manager, so, like everything else, the task of training lands in the lap of the optometrist.

Unfortunately, when this happens “managing” is merely a term used to denote a hierarchy of leadership. Actual training is not being done. For the optometrist wanting to improve patient care, investing in training is a great place to start, and it can even improve office morale in the process.  Here is how to start:

1. Began by deciding who should attend – In a small office with five or fewer hourly employees, the meetings should include everyone and the doctor. Larger offices may need to divide into teams and schedule different times, like over the lunch hour or right after closing are two possibilities. Our office uses three different teams:  dispensary, front desk/insurance, and doctor’s assistants.
2. Determine the topics to be discussed. – This will be based on who is present and what areas you identify as being weak. Topics like first impressions, phone call etiquette, job description review, employment manual review, and job expectations are all good places to start.
3. Schedule a time convenient for all doctors and staff. – This can be done easily with an online scheduling site called Doodle. It’s free and you can do away with annoying multiple emails as you all try to find a workable time.
4. Create an agenda – Start by making a list of everything you notice during the day that does not run smoothly. Observe your staff members interacting with patients and determine what areas need to be improved. Then develop your plan for training. Don’t forget to search YouTube for training videos in areas you would like improvement. Many customer service companies have videos on YouTube.
5. Show up to the meeting – Sending reminders to your staff members a day in advance reminds them of the additional meeting. Reminders are also a great way to start the team building.
6. Lead the meeting. – The meeting should be relaxed and allow for open discussion. Remember, you would like to not only train but allow your staff to present the areas they have noticed that could be improved.

In order to walk a thousand miles you must begin with the first step. Training your staff is the first step to reaching the fullest potential in patient care. As noted by the experts on ManagerTools, being a manager is one of the most boring jobs in a company because it requires someone to repeat the same process over and over. Management is repetitive, but it extremely important to the success of an optometry practice.