What Would Shawn Do? Reducing Receptionist Turnover


Our turnover among the receptionists is awful. It seems like as soon as we get one adequately trained, the person quits and we have to go through the whole process all over again. The compensation and benefits packages we offer are competitive, so I don’t think they are leaving for more money. What can I do as practice manager to hire better?


Good for you for offering competitive salaries and benefits, and for recognizing the need to improve your hiring practices moving forward. You are already ahead of the game!

High turnover impacts the profitability of your practice, takes up your
valuable time, and impacts the morale of existing employees. Everyone’s performance suffers! So what do you do?

Hire not only for skills, but for a good fit with your practice values and culture. Have you identified your company values? If not, you’ve got to do it now or you’ll keep losing people.

If you already have organizational values, design your interview
questions with the purpose of uncovering whether or not the candidate shares them. For example, if one of your company values is collaboration, ask behavior-based questions like:

  • Describe a time when you cooperated with a co-worker to accomplish a task. What did you do?
  • Describe a time when you wished you’d worked more collaboratively with others. What do you wish you had done differently?

See my previous articles on investing in your star performers and avoiding employee burnout for tips on how to make sure you keep thegood ones.


Good luck!

Shawn Loves Your Comments!