Let’s be real. Running a dental practice is a juggling act. You’re caring for patients, keeping an eye on production goals, and working hard to build a positive team culture. But then it happens: a team member is underperforming.
Cue the sweaty palms.
Underperformance conversations are awkward. They’re charged with emotion. And in today’s labor environment, they’re packed with legal and HR landmines. It’s tempting to avoid them, hoping the problem just… disappears. But here’s the truth: silence speaks volumes…negative ones. To your best team members, it says mediocrity is acceptable.
In a tight labor market, ignoring issues isn’t just a short-term headache; it’s a risk to your entire practice. Here’s why:
The bottom line? Address the issue early. Don’t wait for an annual review. If you see something, say something.
Silence kills culture and production. You need a way to address underperformance that's calm, consistent, and legally sound. This guide gives you a 5-step framework to turn that terrifying talk into a productive, empowering one that protects your practice and creates a clear path for employee turnaround.
This framework works for everything from a quick hallway correction to a formal write-up. The beauty is its simplicity—it keeps you calm, consistent, and clear.”
Example: “We have a high standard for patient care, and that includes maintaining a friendly, positive demeanor at the front desk.”
Example: “Three patients this week mentioned to the hygienist that they felt rushed and unwelcome when checking in.”
Example: “There’s a gap between our standard of friendly service and what these patients experienced. That’s what we need to address.”
Example: “When patients feel rushed or unwelcome, it impacts our brand and their trust. It makes the entire team’s job harder and makes patients less likely to return or refer others.”
Example: “We need you to commit to meeting our standard for patient interaction. Can I count on you to make the necessary adjustments starting today?”
Sometimes the issue doesn’t improve with verbal coaching. That’s when you move to a formal written warning. Think of it as both a protection for your practice and a final chance for the employee to course-correct.
Here’s what a solid written warning should include:
The Reason and Expectation: Be specific (punctuality, accuracy, etc.).Employees may try to derail you with blame, victimhood, or distractions. You’ve probably heard things like:
Your move? Stay calm and pivot. You might say, “I appreciate that. I’ve made a note, and we’ll address it separately. For now, we’re here to discuss your attendance.”
Embrace the power of silence. After delivering a warning, stop talking. Don’t soften it with compliments or small talk. Let the message stand.
It's easy to focus on the negative, but the entire purpose of a coaching system is to create a positive outcome. The good news is that many employees will rise to the occasion when faced with clear expectations and genuine support. A written warning often serves as the wake-up call some employees need to fully commit to their role.
When an employee successfully turns their performance around, you haven't just saved a hiring process; you've created a more invested, loyal, and skilled team member who understands the practice's values and their direct contribution to success.
Difficult conversations don’t have to be dreaded ones. With a framework in place, you can lead with confidence, protect your culture, and give your team members a clear path to improve. Because in the end, it’s not about confrontation, it’s about clarity, accountability, and protecting the practice you’ve worked so hard to build.
Most dentists and office managers receive no formal training in managing these complex, high-stakes HR issues. If you need support with compliance, difficult conversations, or formal documentation, consider seeking outside expertise.