Over the next few weeks I noticed that some things were not as clean as I expected. When I discussed this with her, I realized that it was something that I was not clear about at orientation. I said that I would like the floor scrubbed but I did not give specifics as to what I consider clean. Her perception and my perception of clean are different.
It reminded me of how often this happens in a dental office. Sally has been working at the front desk for ten years and moves away. Jodi is hired and her orientation consists of how to work the phone system and use the dental practice management software. After a period of time the dentist notices that Jodi isn't smiling when she answers the phone. They also overheard her reply to patients calling to cancel an appointment, "That's ok, when can you come back?"
Beginning with clear expectations is essential in any employer/employee relationship. Having an experienced dental office manager can lead the training of new employees, as well as provide written performance reviews will ensure that everyone from the receptionist to the dental hygienists have the tools needed to exceed your expectations.