Hiring Right the First Time: The DISC Advantage for Dental Team (Part One)

By Randall M. LaFrom, DDS and Robert H. Maccario, MBA

Why One Bad Hire Can Cost You Tens of Thousands

Every dentist has felt the sting of hiring the wrong employee. The résumé looked good, the interview seemed promising—yet a few weeks in, the cracks appeared. The new assistant drags down the patient flow. Maybe the new hygienist clashed with the team, undermining the proven systems you already have in place. Perhaps the front desk coordinator resisted your systems because “they had a better way.” Or maybe that sharp-looking assistant just couldn’t keep up in the operatory.

One of the most critical parts of running a successful business is hiring the right team.

The cost of a bad hire isn't only financial—though industry research shows replacements can run $30,000 to $50,000 when you factor in recruiting, lost productivity, and retraining expenses. The hidden costs often cut even deeper: stressed-out teams, frustrated patients, and doctors who are constantly distracted from their dental work, "putting out fires." In dentistry, a single mis-hire doesn't just sting—it bleeds your practice dry.

It's tempting to believe the solution lies in finding "superstars." In reality, the best dental employees aren't always flashy. Real value comes from people who are willing to learn, embrace proven systems, and thrive as part of a team. Skills can be trained—what you can't train is the right attitude, adaptability, and behavioral fit. That's where the DISC model becomes a dentist's best friend.

Originally developed to understand communication styles, DISC is a powerful tool for reducing turnover, strengthening teams, and ensuring you hire the right fit—not just the right résumé.

This article—the first in a two-part series—shows how to define the right DISC profile for each role and interview with DISC in mind. Part Two will cover onboarding, retention, and long-term motivation.

Strategic Hiring: Fill Your Behavioral Gaps

Hiring is one of the most expensive and stressful parts of practice ownership. The temptation to “just fill the seat” often leads to quick exits. Investing upfront in defining behavioral fit and interviewing with DISC in mind prevents costly mistakes and builds stronger teams.

STEP One: Assess Yourself First

Start with your own DISC profile. As the leader, your strengths and weaknesses shape the team you build. A high-D (direct, decisive) dentist may need a high-D office manager who can respectfully challenge decisions while maintaining a high level of morale. Pair that with a high-C administrator to handle detail-heavy billing and insurance tasks.

If you don’t know your own DISC profile, start there. Self-awareness helps you hire the complementary strengths you actually need.

STEP Two: Define the DISC Fit for Each Role

Most hiring mistakes happen when decisions are made solely on technical skills—or because you “liked” the candidate. Create job descriptions that clearly outline the behavioral style most likely to succeed in the role.

• A front office coordinator needs both warmth and structure. Too much “I” (people-pleasing) and details may get missed. Too much “C” (rigidity) and patients feel brushed off.

• A surgical assistant often thrives with precision-driven “C” traits paired with steady “S” reliability.

  
  

Before posting a job ad, ask:

• What are the non-negotiable behaviors this role demands?

• Does success require accuracy and compliance (C), warmth and rapport (I), patience and consistency (S), or drive and decisiveness (D)?

• Where is flexibility more important than perfection?

  
  

STEP Three: Evaluate Your Current Team

Assess your existing team's DISC profiles and role alignment. Often, the solution isn't hiring new—it's realigning current staff with their natural strengths. Everyone has limited behavioral energy. For example, a high-S staff member shoved into a fast-paced role will burn out. A high-I working on insurance claims may miss details. Put someone in the wrong role, and motivation drains fast, leading to burnout or resignation.

STEP Four: Interview with DISC Strategy in Mind

Enter interviews with both your desired clinical skills and personality traits clearly defined. Develop questions that uncover behavioral gaps and alignment. This preparation ensures you hire strategically rather than reactively, building a balanced team that serves patients effectively—with DISC as your guide.

Key Insight for Interviewers: D and I personalities often hear instructions as information, while S and C personalities perceive them as direct orders. D and I types push back against limits, while S and C types may feel overwhelmed when change is imposed. Understanding these patterns helps you both evaluate candidates and frame your questions more effectively.

Sample Behavioral Questions

• For a high-detail role: “Tell me about a time you caught an error before it became a problem.”

• For a patient-facing role: “How would you calm an anxious or upset patient?”

• For a fast-paced clinical role: “How do you handle multiple demands when everything feels urgent?”

  
  

The way candidates answer is just as telling as what they say. Listen not just to what they say, but how they frame their answers—people-focused, systems-focused, urgency-driven, or detail-oriented. Do they light up when talking about people, or lean toward systems and details? Do they show natural patience or urgency? These cues reveal how well they fit. Don't hesitate to break rapport briefly—you'll see how they respond under pressure.

Avoid These Classic Interview Traps

• Charm ≠ Fit: High-I personalities can be persuasive in interviews but may struggle with follow-through and precision.

• Experience ≠ Adaptability: “I’ve always done it this way” is a red flag.

• Similarity Bias: Hiring someone because they remind you of yourself may create blind spots. What you need are complementary strengths, not clones

  
  

The WILL DO, CAN DO, and TEAM Framework

Hiring right means looking beyond résumés:

1. WILL DO — Their motivation to follow your systems without constant prodding.

2. CAN DO — Their technical skills. Trainable, but beware entrenched bad habits.

3. TEAM — Their cultural fit. A high producer who won’t adapt to your systems can poison trust.

   
   

In dentistry, WILL DO and TEAM usually outweigh CAN DO. A motivated, adaptable person can learn your software. But a “superstar” who clashes with coworkers will cost you patients and peace of mind.

How to Incorporate DISC in Hiring

Some practices utilize formal DISC assessments, while others apply DISC principles informally. Both approaches work.

If you use the DISC process, explain that DISC is not pass/fail, nor a basis for hiring or rejection. It’s a communication tool. Explain that this “screening process” is just one part of your overall interview process.

If you prefer the informal route, learn to spot DISC cues in how candidates speak and act. With practice, you’ll quickly see whether a fit or mismatch occurs—often without mentioning DISC at all.

Why This Matters More in Dentistry

Dental practices operate in small, patient-focused environments where teamwork is critical. One misaligned hire can ripple across the entire practice—affecting patient care, coworker morale, and even your own chairside efficiency.

When you define the DISC fit and conduct interviews accordingly, you eliminate the guesswork from the hiring process. You bring in people who can do the job, will do it, and fit with the team. The payoff is lower turnover, less stress, and a more profitable practice.

Conclusion: Hire Right, Save Headaches Later

Hiring is only half of the equation. Once you’ve found the right people, the next challenge is keeping them. That’s where DISC gets even more powerful—keeping your best hires motivated and engaged.

Be sure to keep an eye out for Part Two in this series, where we’ll cover how to onboard, motivate, and retain employees—so your best hires don’t just stay, they thrive.

Next Step for Dentists

Don’t let your next hire drain $50,000 from your practice. Contact us today to learn how to apply DISC in your hiring process—formally or informally—and build a team that grows your practice instead of grinding it down.

For more information on applying DISC in your practice business, visit:

👉 The DISC Advantagehttps://www.dental-mba.com/post/how-to-attract-and-retain-the-best-team-the-disc-advantage

👉 Beyond the Staffing Crisishttps://www.dental-mba.com/post/beyond-the-staffing-crisis

Don't wait for the market to force your hand. Contact us today to learn how to hire and train the WILL-DO and TEAM players who can transform your practice:

• Email: drlafrom@gmail.com or maccario@dental-mba.com

• Website: www.dental-mba.com

  
  

The practices and vendors applying these strategies now will be tomorrow's market leaders. The only question is—will you be one of them?