The right resources and personnel are essential for exemplary customer service, as hiring hurriedly without thorough vetting often results in short-term and decisions they come to regret. Employees serve as ambassadors for your practice, hence the right hiring strategies are crucial. Wages are a challenging issue, with competitive wages being necessary to attract quality applicants. Competing with jobs like cashiers at gas stations, which may actually offer comparable pay without the complexities of understanding medical billing issues, underscores the need for competitive compensation. 

Key Takeaways

1. Emphasize the importance of hiring the right people and investing in their development to provide exceptional customer service, taking inspiration from companies like Chick-fil-A.
2. Encourage pediatricians to invest in professional development for themselves and key staff, such as office managers, by leveraging available resources and memberships (e.g., PPMA, SOAPM).
3. Highlight the necessity of asking the right questions during the hiring process to ensure staff can effectively represent the practice and deliver quality service.
4. Acknowledge the challenge of offering competitive wages and how it affects attracting qualified candidates, mentioning comparable job opportunities (e.g., working at a gas station) that offer similar pay without the complexities of a medical practice.