Team turnover has risen to epidemic proportions.  The expectations of long-term commitment have reduced significantly.  In fact, some institutions are teaching the best way to climb the ladder is to job hop.  However, research supports that higher job satisfaction results from high trust, long-term work relationships.  High trust in work relationships lessens team turnover.

I have the privilege of working with dental teams nationwide.  I have found that team turnover has increased and often for the smallest of reasons.  There seems to be little to no effort from the employees to improve and invest in the culture.  Instead, the mindset is to find a new job and move on. The problem is wherever you go there you are.  The same issues will continue to plague us unless we invest in the relationship and focus on a resolution.   

Often it is a false assumption that ends the relationship.  The uncomfortable conversations that need to happen to avoid assumptions and resolve conflicts or concerns are not happening.  I love the quote; “Short term discomfort avoids long term dysfunction!”

If everything goes well the relationship works.  Relationships that are never challenged are a low investment and low trust relationship.  They are at high risk when a challenge does occur.

High functioning relationships are based on high trust.  High trust is developed from an ongoing commitment to invest in the relationship even when things are difficult.  It is a belief that the other person has our back, and we are in it for the long haul.

Imagine a marriage where the first disagreement results in a threat to divorce. How much confidence would you have in the relationship?  A disagreement where the team member threatens to leave the practice or is threatened to be let go is a very similar scenario. 

I am blessed to say that I have been very happily married to my husband Steve for over 28 years.  We have a high trust relationship because we committed to each other that we would invest in our relationship and not walk away even if times get tough.  Investing means honoring, respecting, and committing to the other person.  Resolving difficult situations fosters confidence and high trust.   

So why invest in the relationship?  Here are just a few benefits of the employer and employee’s benefits of investing in a long-term relationship.

• High trust relationships with team
• High trust relationships with patients
• Highly skilled team
• Compensation package maximized
• Belong to something bigger than themselves
• Ownership, value and purpose from long-term investment
• High job satisfaction
• Minimal team turnover stress and expense

Any time an employee leaves your practice, for any reason, they are called a turnover.  You can calculate your annual employee turnover % by dividing the annual employee turnover number by total number of team members. 

Losing only one mid-level employee that is paid $30 per hour and works 32 hours per week (annual salary of $49,920) can cost your practice anywhere from $24,960 to $99,840 in recruiting and training expenses.  This dollar range represents a 6 to 24-month salary range of the mid-level employee.  You won’t see it as a separate line item on the P & L.  However, trust me it is there…hidden in reduced production and collection numbers.  

Your patients come to your dental office expecting to see the same faces.  Patients often build stronger relationships with the team than they do the doctor because they spend more time getting to know them.  Patients often look to team members to reinforce the necessity of treatment.  If you question this statement, ask your clinical and non-clinical team if they have ever been asked by a patient; do I really need this treatment, or would you do this treatment? High turnover results in declining trust and case acceptance.

Most dental practices don’t have spare team members just waiting to pick up the slack.  Which means that an existing team member must spend a large portion of their time training the new team member.  In most cases the team member was already working at capacity yet is expected to fit in the training and still perform at the same level.  Very few practices adjust their scheduling to accommodate the training process.  The added pressure spawns a culture of high stress, low morale and less than performance.  In practices where there is consistent turnover there is very little desire to train the new team member.  The mindset I often encounter is why bother…after all they will just be leaving soon anyway.  Even a high-performing culture is at the mercy of turmoil from turnover.

Here are some ways for employers to invest in long-term relationships:

• Interview and vet applicants for character traits, attitude and skill sets as well as fit with the practice culture, managers, and co-workers.
• Set comparable compensation and benefits with industry standard.  Review compensation and benefits packages at least annually.
• Treat your team as well as you treat your patients.
• Establish clear standards that are consistent for the entire team.
• Create opportunities for open discussion with consistent daily huddles and weekly to monthly team meetings (frequency is based on amount of new team members, changes, and challenges). 
• Show respect and recognition to employees.  Awards, recognition, and praise might just be the single most cost-effective way to maintain a happy, healthy and high-performing practice culture.
• Maintain a realistic work schedule based on current employee coverage.
• Create a positive practice culture with room to learn and grow. 
• Keep employees in the loop and informed about future growth and how they can get there. Annual reviews or midyear check-ins are important; also encourage workers to come to you with career questions and goals throughout the year.

Investing in long-term relationships will reap long-term happiness and success!