In Part 2 of this series, Dr. Kara Foster shares what she calls her “secret weapon” for creating an unforgettable patient experience: her team.
You can’t create a “Wow” experience alone — and you don’t have to. In this episode, Kara explains how to set clear expectations, train your team to handle real-life situations with confidence, and keep morale high through shared wins, gratitude, and purpose.
We’ll talk about why hiring for attitude matters more than skill, how to prepare your team for those critical “Moments of Truth,” and why a strong sense of mission keeps everyone motivated — even on tough days.
Along the way, you’ll hear what healthcare can learn from Disney, the Ritz-Carlton, and even a flock of geese about building a culture where people feel proud to show up and give their best.
Whether your team is just you and one assistant or a larger staff, these lessons will help you create an environment where your team feels empowered — and your patients feel the difference.
When your team feels cared for, your patients do too.
Listen now and discover how to reimagine healthcare, one happy exam room at a time.
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Transcript
Episode Transcript
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(00:00):
Hi everyone, welcome back. To the opt out.
Podcast I'm Doctor Carol Foster and I'm so glad you're here with
me today for. Part 2 of this series.
About creating a patient experience that makes people
say, wow, this feels different. Before we dive in, I wanted to
share again why I'm here. Why I care so deeply about
healthcare. Reform and about reshaping the
(00:20):
way we care for one another. My mission is simple.
I believe that when people are equipped with real evidence
based knowledge, not just opinions or noise, they can
become the best versions of themselves.
Education, real factual education, is empowerment.
It gives people the ability. To make informed choices, to
advocate for themselves and their families, and to create
(00:41):
change not just in their own lives, but in their communities.
We live in a. World that's saturated.
With misinformation about health, about nutrition, and
about what really matters. And that confusion keeps people.
Stuck. It keeps them sick and it keeps
them quiet. I want to cut through that noise
and. Provide research backed,
actionable. Information you can trust.
(01:02):
To help you your. Patients and your family make.
Better choices and create. A better future because
ultimately, I'm doing this not just for my patients today, but
for my own kids and yours. To grow up in a world where
people come first, where decisions are made with
integrity, where care is more than convenience and kindness
isn't optional. So as you listen to this
(01:23):
episode, I hope you feel inspired, not just.
To create a better. Experience for your patients.
But to also advocate for yourself, your.
Family and your community. Because when we know better, and
when we act on what we know, we can.
Create a better future for all of us.
So let's jump in now. If you haven't listened to Part
1 yet, don't worry, you can go back and catch it any time.
But what we? Talked about.
(01:45):
Was what I personally do in my practice to create a welcoming
environment and deliver. Five Star Care.
In the exam room. Building trust at every step.
But here's the thing. Even if you're the best doctor
in the world, if you're warm andpatient and brilliant in the
exam room, you simply can't create that kind of experience
alone. And the good news is, you don't
have to. So today is all about what?
(02:05):
I consider my secret weapon my team, because when your team is
empowered, trained and inspired,they don't just.
Support what you do. They amplify it.
They're the ones who set the tone before you even walk in the
room. They're the ones who greet your
patients by name, handle their questions with grace.
And carry the trust you. Build in the exam room all the
way through checkout and beyond,and when your team shines, your
(02:27):
patients feel it. I'm reminded of this almost
every single day because patients constantly tell me how
wonderful my team is. Just the other week a.
Patient stopped by the front desk and said everyone here has
been so kind. I almost didn't come in today
because I was so nervous, but I'm really glad I did.
And I smiled and I told her whatI always say in those moments.
It takes a great. Team to create a great patient
(02:48):
experience. What you felt today.
Wasn't just me, it was. All of us.
Working together to make sure you.
Felt cared. For from the moment you walked
in to the moment you walked out.Because that's the truth.
No matter how much time I spend in the exam room or how much I
care about my patients, it's my team that sets the tone.
Fills the gaps. And carries the care.
All the way through. When patients leave feeling seen
(03:09):
and. Supported.
It's because they've. Experienced what happens when a
whole team works together towards a shared mission, why
empowering your team matters so much and why I wanted.
To dedicate this episode to exactly how we do.
That in my practice. How to?
Build and empower a team that delivers incredible care
consistently, competently, and with.
(03:29):
Heart I'll share what's. Worked in my practice, some
lessons I learned the hard way and how you can create a culture
where your team. Feels like they're part.
Of something bigger than just a job Let's get started so let's
start with the foundation you your.
Role as a leader. Isn't just to see patients, to
pay the bills and to put out fires, though I know some days.
It feels like that's. All you have time for.
(03:49):
Your role as a leader. Is to set expectations, model
the behavior you want to see, and create an environment where
your team knows. What success looks like?
And feels. Proud to deliver it.
One of my. Favorite quotes about
leadership? Comes from Simon Sinek.
Who said leadership? Is not about being in charge.
It's about taking. Care of those in your charge,
and that starts with you. If you want your team to greet
(04:11):
patients warmly, you need to greet your team warmly.
If you want them to stay calm when things get stressful, they
need to see you staying calm under pressure.
If you want them to believe the work they're doing matters, you
need to remind them regularly. Why it does?
Your team is always watching, not in a bad.
Way, but they're. Looking to you for cues on how
to behave and how much they should care.
(04:32):
One of the biggest lessons I've learned and honestly one of the
hardest. And if you're a practice owner?
You probably have to. Is that you can't train someone
to care, You can teach them how to.
Use your EHR how to check eye pressures.
And how to adjust frames? But you can't teach one.
But you can't teach someone to have a kind.
Heart or positive attitude? If it's just not there.
(04:53):
That's why I hire. First and foremost.
For attitude, are they? Friendly.
Do they make eye contact? Do they smile?
Do they seem genuinely interested in helping people or
are they just looking for a paycheck?
A study by. Leadership IQ found that 89% of
hiring failures. Are due to poor attitude or
lack. Of motivation, not.
Lack of technical skills. In other words, you can train
(05:16):
for skill, but you can't train for character.
So when you're hiring, look for someone who already lives the
values you want your practice toembody.
The rest? You can teach.
One of the most common reasons teams underperform isn't because
they're lazy or don't care. It's because they're confused.
They don't know what's expected of them.
(05:37):
They don't know what. Success looks like.
That's why I've made it a priority to create clear written
job descriptions so no one has to guess.
What their role is scripts for? Common patient interactions so
they feel confident and consistent and a guide that
answers frequently asked questions because nothing
rattles A-Team member more than being caught off guard by a
(05:57):
patient question they don't knowhow to answer.
Clarity reduces anxiety, improves confidence, and creates
consistency for patients and foryour team.
Now I know some of you all mightbe thinking this all sounds
great Kara, that it's just me orme and one assistant.
How does any of this apply when I don't have a big team?
1st That's OK. In fact, some ways it's even
(06:18):
more important to start buildingthe kind of culture you want
now. Before you grow.
Because those habits and expectations will become your
foundation. Here are a few.
Ways that you can start sowing the seeds of empowerment even
when your resources are limited first.
Start with you. Even if you're the only one
interacting with patients, you can model the warmth,
consistency, and clear communication.
(06:39):
Make note of what. Works.
So you can teach it. When you hire, write down your.
Why define your? Practices purpose early.
And let it guide every interaction.
You don't need a big staff to have a mission.
The patients can feel. We actually put our mission
statement on the back wall so patients can see it when they
walk in. If you have one assistant, treat
them as your partner, not an. Employee fare your.
(06:59):
Vision with them, ask for their input and train them with the
same care. You would a larger.
Team and document your processes.
Even if you're doing all the jobs now, document what you're
doing so it's easier to teach someone when you bring them on
and celebrate wins. Yes, even if you're just
celebrating by yourself at the end of the day.
Gratitude is a habit. And it starts with you.
One day you'll have a bigger team and they'll thank you for
(07:22):
laying the groundwork. So ask yourself.
And your team, do you know what a great day?
Here looks like. And if they can't?
Tell you or if. You don't know yourself.
That's your starting point. Define what a great day.
Looks like for you. And your team and your patients
and then share it, model it and talk about it.
Every day. Because when your team
understands the goal, believes in it, and knows.
(07:42):
How to get there? They will amaze you with what
they can deliver. So now that you've.
Set the stage as a leader with. Clear expectations, clear roles,
and a team that's motivated to care.
How do you? Actually train them to.
Deliver. That consistent, exceptional
patient experience. Here's the key.
Training isn't just a one time event.
It's a culture. It's something that you have to
(08:04):
nurture intentionally if you want it to stick.
This is where the lessons I've learned from my own practice, my
training guidebook, the 12 commandments of customer
service, and yes, even the lessons of the geese all come
together. One of the biggest?
Mistakes I see practices. Make is assuming their team will
just know how to handle situations when in reality
they've never been. Taught or worse?
(08:25):
They've never practiced. Think about athletes or
musicians. They don't just show up and hope
it goes well. They practice over and over
until it becomes second nature. We play the same role in our.
Office we role. Play real life scenarios for
every area on the phone. How to answer warmly, handle
cancellations, and calm down andupset caller in optical.
(08:45):
How to explain the value of premium lenses and frames
without sounding pushy in the exam room?
How to comfort a nervous patientor answer tricky questions.
So learn how to handle those moments of truth.
Learn how to handle when a patient is upset and confused or
hesitant. Because those moments are where
the wow happens, but only if your team.
Prepared, we also create scripts.
(09:05):
And just as importantly. We practice those scripts.
This isn't just about making people sound robotic, it's about
giving them a confident foundation that they can adapt
as needed. For example, instead of a.
Rushed doctor's office. Please hold.
We train them to. Say thank you.
For calling I care for you. This is Laura.
How can I help? You today that one small change
sets the tone and makes patientsfeel valued immediately.
(09:28):
Remember another commandment just satisfaction is not
satisfactory if you want to. Create real loyalty.
You have to go beyond find and that comes with giving your team
the tools and language define. Here's what we know about
research on adult learning. People retain only about 10% of
what they hear in a lecture style explanation, but retain
(09:49):
jumps to 75 to 90 per cent when they.
Actually practice the skill. Themselves in context.
So don't just tell your team what to say, practice it with
them. Let them make mistakes in a safe
space and give them grace if they mess up.
When they are talking to a real patient, give them.
Feedback. Laugh about it.
And do it again. This connects.
(10:09):
Beautifully to the. Lessons of the geese One of my
favorite leadership analogies. My first lesson of the geese How
great teams fly. If you've ever watched a flock
of. Geese flying in AV formation.
You've seen teamwork. At its best, here's what they
teach. US Lesson 1.
Lift each other up. When a goose flaps its wings, it
creates. Uplift for the bird.
Behind it, together, the flock can fly 71% farther than if they
(10:34):
flew alone. What's our lesson from that?
It's when your team feels. Supported.
They support each other too. And everyone can go farther, and
patients feel that lift too. Lesson 2 is stay in formation.
When a goose falls out of formation, it.
Quickly feels the drag. And hurries back.
We're stronger when we stick together.
Training helps everyone stay aligned, moving towards the same
(10:55):
goal. And lesson 3 is take turns
leading when the lead goose. Tires.
It rotates. To the back and another takes
the lead. Our lesson is that.
Leadership is shared. Let your team lead in their
areas of strength. It builds confidence and
prevents burnout. In lesson 4 is encourage each
other. This is my favorite one.
When you've heard geese honking,it's because the geese in the
(11:15):
back honked here on the ones in the front.
Our team reminder is that recognition and encouragement
matter. Celebrate your team's wins and
encourage them to. Celebrate each other.
Also, learn to laugh at yourself.
And admit your mistakes. When the flock falters, they
regroup. No blame, just encouragement and
forward motion and. After all that practice.
(11:37):
Don't forget to celebrate the most important step
acknowledgement when someone nails it, say so and when
someone. Messes up correct it.
Kindly and use it as a learning moment.
Psychology Research. Shows the positive feedback is.
Three to five times more effective at reinforcing
behavior than criticism alone inour office.
We celebrate the little victories.
(11:58):
We high 5 when someone handles atough.
Call gracefully. And we share positive patient
comments when we have group meetings.
We laugh about the. Flubs.
We fix them and we keep flying forward, just like the geese.
Your tip for this? Segment is to train like it's
game day. Because every day is.
Don't wait. For a crisis or.
An angry patient to teach your team what to do.
(12:18):
Build the skills now. With regular.
Practice and encouragement so that when the real moments of
truth. Arrive.
Your team is ready and your patients can feel it.
When you invest in your team in this way, role-playing,
scripting, practicing, supporting and encouraging,
you're not just teaching them what to do, You're creating
confidence, pride and ownership.And just like the geese, when
(12:39):
everyone feels lifted, aligned and appreciated, they soar.
And so does the care of your patients.
So far we've talked. About setting the stage as a
leader and giving your team the tools and training they need to.
But the next big piece is keeping morale high because you
can have the clearest expectations and the best
training in the world, but if your team feels unappreciated,
(13:00):
overworked or invisible. All that effort.
Will unravel your team's morale is what sustains them through
busy. Days tough.
Patients and those inevitable off moments, and as the leader
you have more influence over that morale than anyone else.
Here's how we approach. It In my office, we know from
research that recognition and rewards improve engagement
dramatically. In fact, employees who feel
(13:22):
recognized are 4.6 times more likely to feel engaged at work,
according to Gallup polls. And that's why we make it a
point to celebrate wins as a team.
We don't just reward individuals, we reward the whole
group when we hit milestones like reaching a patient care
goal, earning glowing reviews, or finishing a particularly
challenging week in our. Office that looks like.
(13:43):
Bonuses that are tied. To practice goals casual.
Shout outs during meetings when someone does something great and
fun. Surprises like lunch, coffee.
Runs or small gift cards to say thank you after a big push.
What sums it up perfectly is oneof the commandments.
That says always be. Willing to lend a helping hand
when everyone feels they're in it together and success is
(14:04):
shared, they naturally support each.
Other. And the energy becomes
contagious. And this doesn't have to cost a
dime. Just saying thank you sincerely
and specifically goes a long way.
I try to make it a habit to notice the little things and
call them out when someone helpscalm a nervous patient, when
they handle a tough phone call with grace, and when they step
in to help a teammate without being.
(14:26):
Asked research shows that. Employees who receive regular
recognition and. Gratitude report.
Higher job. Satisfaction.
Lower stress and higher productivity.
It's not just top down. Also encourage team members to
recognize and thank each other, creating support.
Honk from behind, just like the.Lessons of the geese.
Taught us when the geese and formation honk, they're
(14:47):
encouraging that league goose tokeep going.
Your team needs to hear those from you and from each other.
And finally, maybe most importantly, we remind our team
that they are creating somethingbigger than just a job and start
with why. Simon Sinek explains how great
leaders inspire their teams by starting with a clear and
compelling purpose. Their why?
(15:09):
It's not just. What you do?
Or even how you do it. It's.
Why you? Do it.
That creates meaning and motivation.
For us, our why? Isn't just to perform eye exams.
Or to sell glasses. Our why is deeper.
We help people. See their lives more.
Clearly, literally and figuratively.
So they can live with confidence, independence and
dignity. We create a space where people
(15:29):
feel seen and cared for, often in ways they don't experience
anywhere else in healthcare. And we use our skills to improve
vision, detect early signs of disease, and support our
patients overall health and quality of life.
When your team truly understandsthat, when they know they're not
just checking boxes but making adifference, it changes how they
show up. Cynics.
Research shows that when employees connect.
(15:51):
To a larger purpose. They are more engaged, more
resilient and more loyal. And healthcare research.
Backs us up. Employees who feel.
Their work. Contributes to meaningful
outcomes report higher job satisfaction, lower stress, and
better patient care. Blue Zones Research.
Also teaches us. That a strong sense of purpose
and connection is one of the. Biggest predictors?
(16:12):
Of longevity and happiness and that applies to your team too
when they know their. Daily work is a part.
Of something meaningful, they carry themselves differently.
You can see it in their posture,their voice, their willingness
to go the extra mile. And your patients can feel it
too. So we make a point to talk.
About our Why regularly? Not just at the.
Holiday party. Or, hidden in a dusty mission
(16:33):
statement, we. Share real life stories.
With permission during our meetings to show how our care
changed someone's life, we remind everyone during the day
about. How their specific roles?
Tie into the bigger mission, even the small things, and we
celebrate wins that align with our why, not just revenue
numbers, meaningful outcomes. And we encourage team members to
reflect on and share their own personal why, What drew them to
(16:56):
healthcare and what motivates them.
Because when everyone is flying towards the same why?
Like the geese flying in formation.
They go farther, faster. With more joy than they ever
could alone and before. We wrap up.
I also want to talk about something that doesn't get
enough attention, your own. Vulnerability As a leader, it
can be easy to feel like you have all the.
(17:16):
Answers keep your game face on and never admit when you've made
a mistake. But here's the thing your team
doesn't need. You to be perfect.
They need you to be real When you admit a mistake, like
forgetting to communicate something, mishandling a
situation, or simply having a tough day.
It gives your team permission tobe human too when you ask.
For feedback. And actually listen it.
(17:38):
Shows that you respect their perspective.
And are willing to grow leadership researcher Brené
Brown talks about how vulnerability.
Is at the heart. Of trust and connection, your
team doesn't trust you because. You're flawless.
They trust you because you're honest, approachable, and
willing to share the journey with them.
So don't be. Afraid to say.
I didn't handle that the way. I should have.
Here's how I'd. Like to improve or what would
(18:00):
you have done differently if youwere in my shoes?
When your team sees that you're learning alongside them.
They're more likely to give you grace, support you, and.
Invest in the mission. You've all built together.
And finally, if you're still wondering whether creating a
high trust, empowered team actively matters, just look at
some of the industries. That do a best.
Here are a few of my favorites and what we can borrow from them
(18:22):
at Disney. Every employee.
From the custodial staff. To the cast members is trained
to see themselves. As a part.
Of creating the magic? No matter.
Their job title? They know they contribute to the
guest experience, and they're empowered to make small
decisions that delight. Guests at The Ritz.
Carlton famous for their customer service, Every employee
is empowered to spend up to $2000.
(18:43):
Per guest to resolve. Issues or create memorable
moments their philosophy employees don't just.
Deliver service they deliver. Emotional connection and just
from your. Local coffee shop.
Or boutiques. You understand that small,
independent businesses thrive when their staff.
Feels proud to. Represent the brand.
Share their knowledge. And make customers feel welcome
(19:04):
and cared for. So what do these?
Have in common everyone understands the why, everyone is
empowered to act in alignment with that why and everyone feels
responsible for creating a greatexperience and proud to do it
and if Disney or a corner coffeeshop can create.
That level of. Trust and empowerment.
So can your practice when you keep morale.
High through. Shared wins, gratitude and
(19:26):
connection to a bigger mission You don't just make your.
Team happier you? Create a stronger practice, you
make your patients happier and you create a culture that people
want to be a part of and stay a part of because when your team.
Feels valued, supported. And connected to something
bigger. They don't just show.
Up for the paycheck, They show up.
With heart and everyone, including your patients, can
(19:47):
feel the difference. So as we wrap.
Up this second part of our series, let me leave you with
this. Your team, more than your
equipment, more than your marketing, more than anything
you personally say or do, is what determines how your
patients feel. About their visit.
They're the ones who greet your patients at the door.
They're the ones who answer the phone on the first ring or
don't. And they're the ones who pick up
on the little things, the nerves, the questions, the
(20:10):
unspoken worries, and help carrythe.
Care that you've. Started in the exam room all the
way. Through to check out you set.
The tone. As the leader, you give them the
tools and the why, but it's yourteam that makes the magic happen
every single day if you want your patients to feel cared.
For you have to care. For your team first.
So here's my challenge for you this week.
Take a few minutes to really askyour team what would help you
(20:31):
deliver even better to our patients.
And then stop talking. Listen.
Write down what they say. Show them that you've heard them
by acting on at least one suggestion, even a small one,
before the week is out. Because when your team feels
empowered, heard and supported, they don't just meet
expectations, they exceed them. And when your team feels
empowered, your patients feel cared for.
(20:52):
And that truly. Is how we start.
To change healthcare, not with giant systems and mandates, but
one happy, well supported exam room at a time.
Thank you so much for joining metoday if you've enjoyed this
episode. Please share it with a
colleague. Or team member who you think
would find it valuable. And if you're willing, send me a
message or leave a comment. What's one thing you're going to
(21:12):
do? This week to better support your
team. Until next time, keep taking
care of your patients, your team, and yourself you've been
listening to. Opt out with Cara Foster where
we. Reimagine medicine, one happy
exam room at a time. This is Cara Foster.
Opting out?
Hi everyone, welcome back. To the opt out.
Podcast I'm Doctor Carol Foster and I'm so glad you're here with
me today for. Part 2 of this series.
About creating a patient experience that makes people
say, wow, this feels different. Before we dive in, I wanted to
share again why I'm here. Why I care so deeply about
healthcare. Reform and about reshaping the
(00:20):
way we care for one another. My mission is simple.
I believe that when people are equipped with real evidence
based knowledge, not just opinions or noise, they can
become the best versions of themselves.
Education, real factual education, is empowerment.
It gives people the ability. To make informed choices, to
advocate for themselves and their families, and to create
(00:41):
change not just in their own lives, but in their communities.
We live in a. World that's saturated.
With misinformation about health, about nutrition, and
about what really matters. And that confusion keeps people.
Stuck. It keeps them sick and it keeps
them quiet. I want to cut through that noise
and. Provide research backed,
actionable. Information you can trust.
(01:02):
To help you your. Patients and your family make.
Better choices and create. A better future because
ultimately, I'm doing this not just for my patients today, but
for my own kids and yours. To grow up in a world where
people come first, where decisions are made with
integrity, where care is more than convenience and kindness
isn't optional. So as you listen to this
(01:23):
episode, I hope you feel inspired, not just.
To create a better. Experience for your patients.
But to also advocate for yourself, your.
Family and your community. Because when we know better, and
when we act on what we know, we can.
Create a better future for all of us.
So let's jump in now. If you haven't listened to Part
1 yet, don't worry, you can go back and catch it any time.
But what we? Talked about.
(01:45):
Was what I personally do in my practice to create a welcoming
environment and deliver. Five Star Care.
In the exam room. Building trust at every step.
But here's the thing. Even if you're the best doctor
in the world, if you're warm andpatient and brilliant in the
exam room, you simply can't create that kind of experience
alone. And the good news is, you don't
have to. So today is all about what?
(02:05):
I consider my secret weapon my team, because when your team is
empowered, trained and inspired,they don't just.
Support what you do. They amplify it.
They're the ones who set the tone before you even walk in the
room. They're the ones who greet your
patients by name, handle their questions with grace.
And carry the trust you. Build in the exam room all the
way through checkout and beyond,and when your team shines, your
(02:27):
patients feel it. I'm reminded of this almost
every single day because patients constantly tell me how
wonderful my team is. Just the other week a.
Patient stopped by the front desk and said everyone here has
been so kind. I almost didn't come in today
because I was so nervous, but I'm really glad I did.
And I smiled and I told her whatI always say in those moments.
It takes a great. Team to create a great patient
(02:48):
experience. What you felt today.
Wasn't just me, it was. All of us.
Working together to make sure you.
Felt cared. For from the moment you walked
in to the moment you walked out.Because that's the truth.
No matter how much time I spend in the exam room or how much I
care about my patients, it's my team that sets the tone.
Fills the gaps. And carries the care.
All the way through. When patients leave feeling seen
(03:09):
and. Supported.
It's because they've. Experienced what happens when a
whole team works together towards a shared mission, why
empowering your team matters so much and why I wanted.
To dedicate this episode to exactly how we do.
That in my practice. How to?
Build and empower a team that delivers incredible care
consistently, competently, and with.
(03:29):
Heart I'll share what's. Worked in my practice, some
lessons I learned the hard way and how you can create a culture
where your team. Feels like they're part.
Of something bigger than just a job Let's get started so let's
start with the foundation you your.
Role as a leader. Isn't just to see patients, to
pay the bills and to put out fires, though I know some days.
It feels like that's. All you have time for.
(03:49):
Your role as a leader. Is to set expectations, model
the behavior you want to see, and create an environment where
your team knows. What success looks like?
And feels. Proud to deliver it.
One of my. Favorite quotes about
leadership? Comes from Simon Sinek.
Who said leadership? Is not about being in charge.
It's about taking. Care of those in your charge,
and that starts with you. If you want your team to greet
(04:11):
patients warmly, you need to greet your team warmly.
If you want them to stay calm when things get stressful, they
need to see you staying calm under pressure.
If you want them to believe the work they're doing matters, you
need to remind them regularly. Why it does?
Your team is always watching, not in a bad.
Way, but they're. Looking to you for cues on how
to behave and how much they should care.
(04:32):
One of the biggest lessons I've learned and honestly one of the
hardest. And if you're a practice owner?
You probably have to. Is that you can't train someone
to care, You can teach them how to.
Use your EHR how to check eye pressures.
And how to adjust frames? But you can't teach one.
But you can't teach someone to have a kind.
Heart or positive attitude? If it's just not there.
(04:53):
That's why I hire. First and foremost.
For attitude, are they? Friendly.
Do they make eye contact? Do they smile?
Do they seem genuinely interested in helping people or
are they just looking for a paycheck?
A study by. Leadership IQ found that 89% of
hiring failures. Are due to poor attitude or
lack. Of motivation, not.
Lack of technical skills. In other words, you can train
(05:16):
for skill, but you can't train for character.
So when you're hiring, look for someone who already lives the
values you want your practice toembody.
The rest? You can teach.
One of the most common reasons teams underperform isn't because
they're lazy or don't care. It's because they're confused.
They don't know what's expected of them.
(05:37):
They don't know what. Success looks like.
That's why I've made it a priority to create clear written
job descriptions so no one has to guess.
What their role is scripts for? Common patient interactions so
they feel confident and consistent and a guide that
answers frequently asked questions because nothing
rattles A-Team member more than being caught off guard by a
(05:57):
patient question they don't knowhow to answer.
Clarity reduces anxiety, improves confidence, and creates
consistency for patients and foryour team.
Now I know some of you all mightbe thinking this all sounds
great Kara, that it's just me orme and one assistant.
How does any of this apply when I don't have a big team?
1st That's OK. In fact, some ways it's even
(06:18):
more important to start buildingthe kind of culture you want
now. Before you grow.
Because those habits and expectations will become your
foundation. Here are a few.
Ways that you can start sowing the seeds of empowerment even
when your resources are limited first.
Start with you. Even if you're the only one
interacting with patients, you can model the warmth,
consistency, and clear communication.
(06:39):
Make note of what. Works.
So you can teach it. When you hire, write down your.
Why define your? Practices purpose early.
And let it guide every interaction.
You don't need a big staff to have a mission.
The patients can feel. We actually put our mission
statement on the back wall so patients can see it when they
walk in. If you have one assistant, treat
them as your partner, not an. Employee fare your.
(06:59):
Vision with them, ask for their input and train them with the
same care. You would a larger.
Team and document your processes.
Even if you're doing all the jobs now, document what you're
doing so it's easier to teach someone when you bring them on
and celebrate wins. Yes, even if you're just
celebrating by yourself at the end of the day.
Gratitude is a habit. And it starts with you.
One day you'll have a bigger team and they'll thank you for
(07:22):
laying the groundwork. So ask yourself.
And your team, do you know what a great day?
Here looks like. And if they can't?
Tell you or if. You don't know yourself.
That's your starting point. Define what a great day.
Looks like for you. And your team and your patients
and then share it, model it and talk about it.
Every day. Because when your team
understands the goal, believes in it, and knows.
(07:42):
How to get there? They will amaze you with what
they can deliver. So now that you've.
Set the stage as a leader with. Clear expectations, clear roles,
and a team that's motivated to care.
How do you? Actually train them to.
Deliver. That consistent, exceptional
patient experience. Here's the key.
Training isn't just a one time event.
It's a culture. It's something that you have to
(08:04):
nurture intentionally if you want it to stick.
This is where the lessons I've learned from my own practice, my
training guidebook, the 12 commandments of customer
service, and yes, even the lessons of the geese all come
together. One of the biggest?
Mistakes I see practices. Make is assuming their team will
just know how to handle situations when in reality
they've never been. Taught or worse?
(08:25):
They've never practiced. Think about athletes or
musicians. They don't just show up and hope
it goes well. They practice over and over
until it becomes second nature. We play the same role in our.
Office we role. Play real life scenarios for
every area on the phone. How to answer warmly, handle
cancellations, and calm down andupset caller in optical.
(08:45):
How to explain the value of premium lenses and frames
without sounding pushy in the exam room?
How to comfort a nervous patientor answer tricky questions.
So learn how to handle those moments of truth.
Learn how to handle when a patient is upset and confused or
hesitant. Because those moments are where
the wow happens, but only if your team.
Prepared, we also create scripts.
(09:05):
And just as importantly. We practice those scripts.
This isn't just about making people sound robotic, it's about
giving them a confident foundation that they can adapt
as needed. For example, instead of a.
Rushed doctor's office. Please hold.
We train them to. Say thank you.
For calling I care for you. This is Laura.
How can I help? You today that one small change
sets the tone and makes patientsfeel valued immediately.
(09:28):
Remember another commandment just satisfaction is not
satisfactory if you want to. Create real loyalty.
You have to go beyond find and that comes with giving your team
the tools and language define. Here's what we know about
research on adult learning. People retain only about 10% of
what they hear in a lecture style explanation, but retain
(09:49):
jumps to 75 to 90 per cent when they.
Actually practice the skill. Themselves in context.
So don't just tell your team what to say, practice it with
them. Let them make mistakes in a safe
space and give them grace if they mess up.
When they are talking to a real patient, give them.
Feedback. Laugh about it.
And do it again. This connects.
(10:09):
Beautifully to the. Lessons of the geese One of my
favorite leadership analogies. My first lesson of the geese How
great teams fly. If you've ever watched a flock
of. Geese flying in AV formation.
You've seen teamwork. At its best, here's what they
teach. US Lesson 1.
Lift each other up. When a goose flaps its wings, it
creates. Uplift for the bird.
Behind it, together, the flock can fly 71% farther than if they
(10:34):
flew alone. What's our lesson from that?
It's when your team feels. Supported.
They support each other too. And everyone can go farther, and
patients feel that lift too. Lesson 2 is stay in formation.
When a goose falls out of formation, it.
Quickly feels the drag. And hurries back.
We're stronger when we stick together.
Training helps everyone stay aligned, moving towards the same
(10:55):
goal. And lesson 3 is take turns
leading when the lead goose. Tires.
It rotates. To the back and another takes
the lead. Our lesson is that.
Leadership is shared. Let your team lead in their
areas of strength. It builds confidence and
prevents burnout. In lesson 4 is encourage each
other. This is my favorite one.
When you've heard geese honking,it's because the geese in the
(11:15):
back honked here on the ones in the front.
Our team reminder is that recognition and encouragement
matter. Celebrate your team's wins and
encourage them to. Celebrate each other.
Also, learn to laugh at yourself.
And admit your mistakes. When the flock falters, they
regroup. No blame, just encouragement and
forward motion and. After all that practice.
(11:37):
Don't forget to celebrate the most important step
acknowledgement when someone nails it, say so and when
someone. Messes up correct it.
Kindly and use it as a learning moment.
Psychology Research. Shows the positive feedback is.
Three to five times more effective at reinforcing
behavior than criticism alone inour office.
We celebrate the little victories.
(11:58):
We high 5 when someone handles atough.
Call gracefully. And we share positive patient
comments when we have group meetings.
We laugh about the. Flubs.
We fix them and we keep flying forward, just like the geese.
Your tip for this? Segment is to train like it's
game day. Because every day is.
Don't wait. For a crisis or.
An angry patient to teach your team what to do.
(12:18):
Build the skills now. With regular.
Practice and encouragement so that when the real moments of
truth. Arrive.
Your team is ready and your patients can feel it.
When you invest in your team in this way, role-playing,
scripting, practicing, supporting and encouraging,
you're not just teaching them what to do, You're creating
confidence, pride and ownership.And just like the geese, when
(12:39):
everyone feels lifted, aligned and appreciated, they soar.
And so does the care of your patients.
So far we've talked. About setting the stage as a
leader and giving your team the tools and training they need to.
But the next big piece is keeping morale high because you
can have the clearest expectations and the best
training in the world, but if your team feels unappreciated,
(13:00):
overworked or invisible. All that effort.
Will unravel your team's morale is what sustains them through
busy. Days tough.
Patients and those inevitable off moments, and as the leader
you have more influence over that morale than anyone else.
Here's how we approach. It In my office, we know from
research that recognition and rewards improve engagement
dramatically. In fact, employees who feel
(13:22):
recognized are 4.6 times more likely to feel engaged at work,
according to Gallup polls. And that's why we make it a
point to celebrate wins as a team.
We don't just reward individuals, we reward the whole
group when we hit milestones like reaching a patient care
goal, earning glowing reviews, or finishing a particularly
challenging week in our. Office that looks like.
(13:43):
Bonuses that are tied. To practice goals casual.
Shout outs during meetings when someone does something great and
fun. Surprises like lunch, coffee.
Runs or small gift cards to say thank you after a big push.
What sums it up perfectly is oneof the commandments.
That says always be. Willing to lend a helping hand
when everyone feels they're in it together and success is
(14:04):
shared, they naturally support each.
Other. And the energy becomes
contagious. And this doesn't have to cost a
dime. Just saying thank you sincerely
and specifically goes a long way.
I try to make it a habit to notice the little things and
call them out when someone helpscalm a nervous patient, when
they handle a tough phone call with grace, and when they step
in to help a teammate without being.
(14:26):
Asked research shows that. Employees who receive regular
recognition and. Gratitude report.
Higher job. Satisfaction.
Lower stress and higher productivity.
It's not just top down. Also encourage team members to
recognize and thank each other, creating support.
Honk from behind, just like the.Lessons of the geese.
Taught us when the geese and formation honk, they're
(14:47):
encouraging that league goose tokeep going.
Your team needs to hear those from you and from each other.
And finally, maybe most importantly, we remind our team
that they are creating somethingbigger than just a job and start
with why. Simon Sinek explains how great
leaders inspire their teams by starting with a clear and
compelling purpose. Their why?
(15:09):
It's not just. What you do?
Or even how you do it. It's.
Why you? Do it.
That creates meaning and motivation.
For us, our why? Isn't just to perform eye exams.
Or to sell glasses. Our why is deeper.
We help people. See their lives more.
Clearly, literally and figuratively.
So they can live with confidence, independence and
dignity. We create a space where people
(15:29):
feel seen and cared for, often in ways they don't experience
anywhere else in healthcare. And we use our skills to improve
vision, detect early signs of disease, and support our
patients overall health and quality of life.
When your team truly understandsthat, when they know they're not
just checking boxes but making adifference, it changes how they
show up. Cynics.
Research shows that when employees connect.
(15:51):
To a larger purpose. They are more engaged, more
resilient and more loyal. And healthcare research.
Backs us up. Employees who feel.
Their work. Contributes to meaningful
outcomes report higher job satisfaction, lower stress, and
better patient care. Blue Zones Research.
Also teaches us. That a strong sense of purpose
and connection is one of the. Biggest predictors?
(16:12):
Of longevity and happiness and that applies to your team too
when they know their. Daily work is a part.
Of something meaningful, they carry themselves differently.
You can see it in their posture,their voice, their willingness
to go the extra mile. And your patients can feel it
too. So we make a point to talk.
About our Why regularly? Not just at the.
Holiday party. Or, hidden in a dusty mission
(16:33):
statement, we. Share real life stories.
With permission during our meetings to show how our care
changed someone's life, we remind everyone during the day
about. How their specific roles?
Tie into the bigger mission, even the small things, and we
celebrate wins that align with our why, not just revenue
numbers, meaningful outcomes. And we encourage team members to
reflect on and share their own personal why, What drew them to
(16:56):
healthcare and what motivates them.
Because when everyone is flying towards the same why?
Like the geese flying in formation.
They go farther, faster. With more joy than they ever
could alone and before. We wrap up.
I also want to talk about something that doesn't get
enough attention, your own. Vulnerability As a leader, it
can be easy to feel like you have all the.
(17:16):
Answers keep your game face on and never admit when you've made
a mistake. But here's the thing your team
doesn't need. You to be perfect.
They need you to be real When you admit a mistake, like
forgetting to communicate something, mishandling a
situation, or simply having a tough day.
It gives your team permission tobe human too when you ask.
For feedback. And actually listen it.
(17:38):
Shows that you respect their perspective.
And are willing to grow leadership researcher Brené
Brown talks about how vulnerability.
Is at the heart. Of trust and connection, your
team doesn't trust you because. You're flawless.
They trust you because you're honest, approachable, and
willing to share the journey with them.
So don't be. Afraid to say.
I didn't handle that the way. I should have.
Here's how I'd. Like to improve or what would
(18:00):
you have done differently if youwere in my shoes?
When your team sees that you're learning alongside them.
They're more likely to give you grace, support you, and.
Invest in the mission. You've all built together.
And finally, if you're still wondering whether creating a
high trust, empowered team actively matters, just look at
some of the industries. That do a best.
Here are a few of my favorites and what we can borrow from them
(18:22):
at Disney. Every employee.
From the custodial staff. To the cast members is trained
to see themselves. As a part.
Of creating the magic? No matter.
Their job title? They know they contribute to the
guest experience, and they're empowered to make small
decisions that delight. Guests at The Ritz.
Carlton famous for their customer service, Every employee
is empowered to spend up to $2000.
(18:43):
Per guest to resolve. Issues or create memorable
moments their philosophy employees don't just.
Deliver service they deliver. Emotional connection and just
from your. Local coffee shop.
Or boutiques. You understand that small,
independent businesses thrive when their staff.
Feels proud to. Represent the brand.
Share their knowledge. And make customers feel welcome
(19:04):
and cared for. So what do these?
Have in common everyone understands the why, everyone is
empowered to act in alignment with that why and everyone feels
responsible for creating a greatexperience and proud to do it
and if Disney or a corner coffeeshop can create.
That level of. Trust and empowerment.
So can your practice when you keep morale.
High through. Shared wins, gratitude and
(19:26):
connection to a bigger mission You don't just make your.
Team happier you? Create a stronger practice, you
make your patients happier and you create a culture that people
want to be a part of and stay a part of because when your team.
Feels valued, supported. And connected to something
bigger. They don't just show.
Up for the paycheck, They show up.
With heart and everyone, including your patients, can
(19:47):
feel the difference. So as we wrap.
Up this second part of our series, let me leave you with
this. Your team, more than your
equipment, more than your marketing, more than anything
you personally say or do, is what determines how your
patients feel. About their visit.
They're the ones who greet your patients at the door.
They're the ones who answer the phone on the first ring or
don't. And they're the ones who pick up
on the little things, the nerves, the questions, the
(20:10):
unspoken worries, and help carrythe.
Care that you've. Started in the exam room all the
way. Through to check out you set.
The tone. As the leader, you give them the
tools and the why, but it's yourteam that makes the magic happen
every single day if you want your patients to feel cared.
For you have to care. For your team first.
So here's my challenge for you this week.
Take a few minutes to really askyour team what would help you
(20:31):
deliver even better to our patients.
And then stop talking. Listen.
Write down what they say. Show them that you've heard them
by acting on at least one suggestion, even a small one,
before the week is out. Because when your team feels
empowered, heard and supported, they don't just meet
expectations, they exceed them. And when your team feels
empowered, your patients feel cared for.
(20:52):
And that truly. Is how we start.
To change healthcare, not with giant systems and mandates, but
one happy, well supported exam room at a time.
Thank you so much for joining metoday if you've enjoyed this
episode. Please share it with a
colleague. Or team member who you think
would find it valuable. And if you're willing, send me a
message or leave a comment. What's one thing you're going to
(21:12):
do? This week to better support your
team. Until next time, keep taking
care of your patients, your team, and yourself you've been
listening to. Opt out with Cara Foster where
we. Reimagine medicine, one happy
exam room at a time. This is Cara Foster.
Opting out?
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