Think back to a recent interaction that you had with a business professional. Maybe it was a banker, doctor, technician, or salesperson with whom you completed a business transaction
As you think about the interaction, answer the following questions about the person.
Could you trust him? Did he bore you? Did he listen or talk? Did he care about you? Did he have his interest or yours in mind? Would you refer him to a friend? Would you like to do business with him again?
Did you know you subconsciously run through similar questions when you meet people?
Here is a scarier thought: Did you know others ask these questions, whether consciously or subconsciously when they interact with you?
Sobering, isn’t it?
As we think about creating a chiropractic franchise that will become sustainable, it is imperative that we create a culture in our clinic that makes people want to keep returning because they like us, and not just because they need an adjustment. These are the loyal customers who will refer their friends and stick with you in the hard times.
So how do we create these loyal customers?
By creating a clinic with a healthy culture.
This may sound like business buzzwords and make you think that we will discuss “office politics,” “synergy,” “game-changer,” and a host of other terms. Don’t worry, these terms won’t be entering this discussion.
In fact, developing a healthy culture is more practical than many make it sound.
One of the best ways to ensure healthy culture is by creating a staff of team players who are humble-hungry-smart. Patrick Lencioni’s book The Ideal Team Player is a terrific read to learn about these traits in depth.
In this post, we are going to discuss the humble-hungry-smart character traits that you and your staff must have for a successful chiropractic franchise
Humility is a character trait that has been overlooked, abused, or forgotten by most of the business world. As humans, it is our natural desire to be “king of the mountain” and do whatever it takes to raise ourselves up as we belittle our teammates.
This attitude is a cancer in your clinic’s culture, and it will eventually destroy you.
If your clinic is staffed by people who see themselves as the most important person in the room, it will quickly lead to staff issues, rampant rumors and gossip, and unhappy customers.
On the other hand, true humility does not mean that you never share your ideas or disagree with the group. Instead, humility is a healthy view of your talents and what you contribute to the group, while at the same time recognizing the talents and contributions of your team members.
So what should you look for?
-People who point out contributions of their team members
-People who are quick to praise others
-People who share successes and credit with the team, not themselves
-People who give their views as ideas and not demands
-People who define success as “the team won” instead of “I won”
Have you ever worked with someone who was slow to volunteer for extra projects, research, or work? Instead, this person was content to do his daily tasks and didn’t complain as long as he could leave the clinic by 5:00.
Being hungry in the workplace does not mean constant snacking; instead, it is a hunger to contribute what you can to the team and the team’s success.
A hungry person is one who isn’t scared to put extra effort into a project because he knows the team’s success depends on it. He takes his share of the extra projects. And most importantly, a hungry team member is always learning.
What are the traits of a hungry person?
-Someone who always wants to keep learning and developing
-Someone who recognizes the need to put in overtime when it’s required
-Someone who can finish a project without being constantly reminded
-Someone who is always looking for new opportunities
-Someone who is willing to tackle a big project or new client with optimism
I’m assuming your mind quickly jumped to college GPA when you hear “smart.” However, in the context of a great team, this is defined better as “being people smart”.
I am sure we can all think of someone that we have met, or work with, who can ace any test they take. But when this same person has the task of working with a difficult client or working through something as a team, they fall apart.
Why are people smarts important?
If you have team members who are not able to develop healthy relationships, it will cause stress on the other members and your customers.
For example, a chiropractor who does excellent work but never seems to care about his patients will come across as relationally cold. At the same time, a chiropractor who is too personal with no tact will soon be labeled as a gossip and someone to be avoided.
On the flip side, a team member who can interact with his team and patients in healthy ways will become trusted and be a reason patients return instead of the reason they leave.
So what do people smarts look like?
-Someone who shows genuine interest in you without probing too far
-Someone who listens and responds in healthy ways
-Someone who uses good judgment in their words and actions
-Someone who understands how their words and actions impact others
-Someone who contributes socially to the team without being overbearing
How do you rank on the humble-hungry-smart test?
As you develop your chiropractic franchise, you will want to build your staff and team around these principles. Finding team members who are humble-hungry-smart will set you on the right path to creating a culture in your clinic where your customers will feel welcome, appreciated, and safe.
And remember, as the leader, you need to set the example in exhibiting these qualities.