Invision Insights

Training and development play a crucial role in the success of Chick-fil-A. They have a well-structured program that includes hands-on training, classroom lessons, and online resources.

In our practices, we can use helpful training tools as well, such as the ASOA Learning Center, VMG Health, and industry partners. Beyond technical skills, it is important to ensure that training covers other critical areas such as customer service, efficiency, operational excellence, and the core values of the practice.

During the orientation process, have a consistent approach while adapting to the unique needs of each new employee. A great idea is to create a "buddy system," pairing new hires with experienced team members to guide them.

While technical skills would be taught for every technician, it is also important to be flexible with training timelines, as some people learn faster or slower than others. Shadowing experienced staff and scheduling regular check-ins can help assess a new employee's level of comfort and track their progress.

Fostering a friendly and supportive environment for both staff and patients is key to building strong relationships.

At Chick-fil-A, employees learn the importance of saying "My pleasure" when interacting with customers. In our practice, we can begin training staff from day one with various scenarios to help them respond to patients with positivity.

For instance, if a patient says, "Thank you for helping me fill out these forms," the employee could respond, "It's truly my pleasure!" Likewise, if a patient expresses appreciation for quick service, the employee might say, "Of course, it's my pleasure to make sure your eyecare needs are addressed."

These responses not only create a positive atmosphere but also show patients that we genuinely care.