I am a dentist. I felt strongly that half my staff was against me (4 of 7 employees). So I fired them. I inherited them when I bought my business a few years ago. I am very ethical but I do care about gross revenue (as any owner should). They never fully embraced caring about revenue production or understanding that bonus pay is tied to profitability. Nonetheless, I feel it is a failing on my part as a leader that they as a group were not on my team. What can I do as a small business owner to display better leadership and engender better office morale. I should mention that I pay above market wages, have better benefits than market competitors, work with my employees to satisfy the number of hours they need and I run a schedule that is very predictable 8-5 with a lunch and we do not deviate. Further, we take great care of our patients and the staff never has to worry about patient satisfaction or quality of care. Thank you for your input.
Lots of businesses like yours are similar, you became a dentist (probably) because you wanted to work on teeth and help people, then you were forced to become a business owner and people leader.
Main thing is to let the staff know what success looks like. Vision, mission and goals. Set these and compare (and fire) against them.
Things like customer feedback forms, checklists, etc. if they can effect the profit then include them in that, but you also can’t blame a receptionist for things outside their control. Customers cancelling etc.
Per se it’s not your job for them to like you, but it’s your job to be fair reasonable and respectable. If they are disrespectful - then that’s against a core Value and get let go.