Bob Levoy

The No. 1 characteristic of companies that move from good to great is finding and keeping the right people, says consultant Jim Collins in Good To Great: Why Some Companies Make the Leap . . . and Others Don't (HarperCollins, 2001). But finding the right people isn't easy. To avoid costly hiring mistakes, take these hard-learned lessons to heart:

• Don't rely on first impressions. Making up your mind about an applicant within the first few minutes may mean you miss seeing the real person—for better or for worse.
• Look for positive team players. People high on life are the grease that keep your practice wheels turning smoothly and effectively. A know-it-all matriarch or pessimistic introvert—no matter how highly skilled—is less valuable to your practice than an optimistic, enthusiastic trainee.
• Hire service-oriented people. Fill your team's ranks with healthcare members who don't see their jobs as burdens or feel demeaned by them. Hiring team members who enjoy serving others and find interacting with others rewarding will set your practice apart.
• Be consistent. If you're interviewing several job applicants, ask the same questions of each person so you can more easily compare their responses.
• Stay focused to the end. "Pay attention to the final five minutes," says Steven L. Rasner, DMD, a dentist in Cherry Hill, N.J. "Announce casually that 'We're just about out of time.' Many candidates will save their most important comments or questions until the very end, so give them the chance to help you see what's important to them. You may hear a question such as, 'Do we ever have to work overtime?' And these types of comments in the closing minutes can often offer the clearest insight into your candidate's concerns."

Veterinary Economics Editorial Advisory Board member Bob Levoy is a seminar speaker based in Roslyn, N.Y. At the Western Veterinary Conference he will discuss "Branding Your Practice: The Key to Greater Profitability." Send your questions to ve@advanstar.com