Creating a Positive Workplace Culture & Handling Staff Complaints
Every dental practice owner wants to run a practice where patients feel at home, team members thrive, and stress stays low. But staff complaints and drama can slowly destroy the culture you've worked to build.
With Pugh Leadership Academy, culture is the foundation of your dream practice. Our two guiding values are simple: Do the Right Thing and Tell the Truth. These principles help us build a warm practice where patients feel like family and the team finds meaning in their work.
What happens when a staff member complains about another team member? Here's how we handle it.
Culture starts before day one.
Culture isn't something you fix later; it starts in the interview process. During interviews, we explain what our office stands for, what we expect, and what we won't tolerate. This includes being helpful, staying drama-free, and avoiding gossip. We make it clear that complaining kills culture.
New hires know from day one that negativity and behind-the-scenes complaining won't work in our practice.
Define and reinforce expectations.
People bring work rules from past jobs into your practice. Some habits may be normal elsewhere but unacceptable in your culture. That's why you need to continually define who you are and who you want to be as a practice. Talk about it openly in team meetings.
When complaints arise, don't ignore them. Pull team members aside, remind them of expectations, and use it to reinforce your vision and values.
Watch for the real source of drama.
In growing teams, it's hard to find where negativity really starts. Sometimes the person complaining isn't the true source of the problem. We've learned to look deeper, observing behavior and patterns rather than jumping to conclusions.
Build a culture that protects itself.
Strong culture doesn't just come from leadership. In fact, it often comes from the team. When the group rejects gossip and drama, new hires quickly learn what's acceptable. A world-class culture makes it uncomfortable for negativity to thrive.
Know when it’s time to let go.
Not every team member will adapt to your culture. Some people may need guidance to adjust to new expectations. But if someone consistently brings toxic behavior, it's time to make a tough decision. Protecting your culture means protecting your team, your patients, and your practice.
Final thoughts.
Handling staff complaints is about conflict resolution and defending your culture. When you set expectations early, live out your values, and stay intentional about reinforcing them, you'll build a practice where drama can't take root and your team can thrive.
If you're struggling with this, we cover these strategies in our World Class Culture online course. You can also join our free Private Practice Dentists Facebook community, where we share tips and support for building thriving practices.
Ready to protect your culture and create a drama-free practice? Start with our free masterclass and learn how Pugh Leadership Academy can help you build the foundation for your dream practice.
