What if Your Employee's Not Working Out?
Dear Steller Solutions,
I am a business owner with a handful of employees. Recently, I hired someone at the recommendation of her predecessor. Unfortunately, she is not living up to that reference. She does only the absolute minimum required, and her work is often sub quality. She has trouble communicating with my other employees, which often causes lower productivity and frustration for the whole team. I have brought these concerns to her attention, and she says "okay," but her performance has not changed. I am worried that this will hurt my customers' view of our quality and competence. What can I do?
John in Redmond, WA
Hi John,
Thanks for the great question. We know that many businesses face challenges when employees do not meet expectations. It's important to correct things quickly and wisely, as your concerns about quality and customer perceptions are valid.
It sounds like you've tried to communicate with your employee about your general concerns. It is important that you take some time to write down your expectations of her performance. Think about specific, measurable job expectations. Define your goals for the employee, with time periods and measurable standards, so you are prepared to be clear and fair when gauging her current performance. Keep your decisions based on facts, and consider how their consequences may affect the employee.
It is important to communicate in a clear, reasonable way. Create an environment, such as a private meeting area, where she will not feel humiliated or defensive. Begin your meeting with open ended questions, and avoid being accusatory. Explain your goals and expectations of her job, and describe the measurements of her current performance. Emphasize your desire for her to be a contributing member of your team, and express confidence that she can make necessary changes. Give her a chance to respond in a non-threatening environment, close the meeting by emphasizing that she is important to your organization.
Ideally, your employee will respond well to your clear expectations and coaching, and be eager to change her attitude and performance. We find many people truly do want to improve, and a meeting like this may set her on course for success. Explain the consequences if she does not change, and be understanding but firm when you make a decision. Remember, your goal is to improve job performance. Meet regularly to discuss and document her performance, and encourage her as you see improvement.
Unfortunately, she may be unwilling or unable to meet your expectations. We know it's hard to lose somebody after you've invested so much in hiring and coaching her, but it can work out positively. Going through this Process may encourage her to find a job that is a better fit. If she voluntarily leaves, maintain the confidence of your other employees by focusing on your business goals and remaining positive about the future. If she stays and does not improve, you may have to open her position to find somebody who will meet your expectations. It's never easy to terminate an employee, but it can be necessary. Remember, you want to provide a fair and productive workplace for all employees, and high quality and service for your customers.
Of course, it's always easiest to try to prevent these types of problems in the first place. We recommend employers check several recommendations, rather than just one. Ask specific questions about character, quality of work, attitude, timeliness, and initiative when talking with past employers and other references. Remain objective, so you can be confident they will be a good fit for the position and your company. Remember, what you invest ahead of time is usually much less than the cost of hiring the wrong person.
It can be very helpful for owners and managers to acquire formal leadership development training to equip themselves with these skills and help them create a culture of working as a team within their company or organization. Some leaders have found it helpful to have some executive coaching to assist them in overcoming challenging situations. We can help you optimize your employees' contributions and achieve your business goals. Please let us know how we can assist you!
We wish you the best!
The Steller Solutions Team
Reprinted from the June 2007 "Steller Ezine", an electronic newsletter of Steller Solutions that is full of FREE tips and resources for your business. Subscribe at www.Steller-Solutions.com
