In any business it’s often said that replacing a poorly performing employee is costly and we may be better off to work with that individual to help them become what their company, department or team needs. Whereas this is understandable, there are instances when, regardless of what one has tried and whether
the problems has to do with motivation, knowledge or work habits, the individual is simply not able or willing to become and provide what is needed. When this realization is present, it’s time to make the tough decision or recommendation to cut losses and find a replacement.
There are some definite and undeniable signs that are great indicators that the time has come to bite the bullet and seek a replacement for a marginal employee. These include:
- Productivity is down
Perhaps we’re not certain of the ‘something’ taking place behind the scenes that are bringing this about. What we are certain of is that with one person not carrying their expected load, the othersrelying on them are also impacted. Deadlines are threatened and output falls behind with the potential of both internal and external dissatisfaction.
- Poor behavior is on the rise
It’s reflected in a few ways that become standout and a diversion to the work that needs to be done. It is often evident in a range of ways including unreliable attendance, lack of cooperation with co-workers, unwillingness to take direction, doing what they want when they want and generally insensitive to the needs and requirements that will result in success to the organization or project.
- Group morale is down
When others in the company, department or on the team witness someone on whom they rely, able to get away with ongoing underperformance they are likely to adopt an attitude of ‘what’s the difference if I do my work as expected’. Seeing another get away with mediocre work output and/or attitude, is demoralizing and can impact the entire interrelated group.
- Complaining customers
This is always and should be a major concern and when an investigation identifies any of the above as a source of the complaints, one knows that the problem is real and out of hand. It is this jolt that has often led a decision maker to find the strength to take the necessary steps to rectify the situation and move on by replacing the under-performing person.
In no way am I suggesting that making replacement and/or termination decisions are easy. Regardless of how justified they are, it still comes down to having to tell another person that they are failing at their job 
and letting them know that the organization (team or department) simply can’t afford to have them a part of it. In a humane sense, letting the person know that regardless of effort made on both sides of the equation, the job is not a good fit for them or the company. In recognition of this, encouraging and allowing them to resign eliminates any stigma of a lost job on their personal record … something they will find themselves needing to explain for years into their future. Whether or not they take advantage of this approach, the fact remains that they must leave the company.
In summary, there are a couple of meaningful benefits to recognizing that an individual is simply not destined to remain a part of the overall effort. First, the sooner this is recognized and acted upon, the less of an investment that is being made that is only an unproductive cost to the organization.
Second, is the fact that when you eliminate poor performers you actually reward and encourage those 
who are doing the job that is desired and needed. I have always found that when a leader in any capacity acts on the decision to let a non-performer go, stop and listen, for you will most likely hear the applause of others asking themselves and you as leader ‘what took so long?’.
Mike Dorman
Throughout 15 years of coaching and regardless of the nature of the organization, the one single concern that is questioned by both prospects and clients is the extent to which an external coach will bring sustainable results. They are referring to results that will continue well beyond the time the initial work that is done with an individual or a team in an organization. Whereas all know that sustainable results is what they do want, they also know that they do not want to embark on and invest in something that becomes a flavor of the month. Too often they feel that they have done just this in the past and the result is simply frustrating to say nothing of an unsatisfactory investment.
The changes accomplished reflect a new attitude and mindset. Until this becomes their comfort zone, it will require a concentrated effort to maintain them and avoid regressing. The coachee likes what they have achieved and does want to remain on their new path.
Knowing how they are doing in terms of staying the course that they and management want and need them to be on.
harder. Rather, success to the individual, team and manager becomes easier … and sustainable! Conclusion? Embrace the responsibility of those within an organization to maintain the new paths to success and you’ll need to visit your local ice cream store to enjoy a flavor of the month.
any type of business, the answers are based on what they think and why they think it. Yet the question that doesn’t bring a definitive answer is … How do you KNOW that you, in fact, deliver GREAT customer service?
organizations to identify our primary customer the answers (plural) will be a surprise. Just the lack of a single, common answer is an indication of the lack of clarity and with that, how can we expect all of our customers to be treated in the same way regardless of the individual or department providing what we do?
customer service convey and train every single person within the organization as to what they are all expected to provide and how they are to do it. Anything less will represent wasted time and effort unless there is the initial commitment from within to listen and implement based on the findings. Without the intent and goal to implement based on the findings the risk is serious loss of those same customers.
1 minute telephone survey following the call or is it an emailed questionnaire that will provide instant feedback that allows you to know the extent to which you were successful in the eyes of each customer? Regardless of the method, your customer will continue to be impressed with how much you continue to care and the consistency it represents.
Because there are so many different things that can take us down this road the question becomes what we can do about it? Just like the roller coaster, this kind of ride becomes uneven, distracting, definitely unproductive and, ultimately, just boring as in here I go again. The good news is once we acknowledge this is an issue for us at any given time, we can definitely do things that minimize this unwanted ride and help us to maintain motivation, enthusiasm and drive we want and need to reach the goals that we have set for ourselves.
only get better results but your self-respect, self-image and personal motivation skyrockets. This commitment to excellence must be adhered to regardless of the mediocrity of the people around you. You are choosing to be outstanding no matter what.
ourselves as the latter creates a conflicting self-image when we experience some failure in the course of daily work. Viewing ourselves as ‘unstoppable’ allows us to remain positive and effective even when we experience real and inevitable obstacles that intercede in our daily lives. It’s worth a try. Write the word ‘Unstoppable’ on a Post It note and put it where you can see it every day, so that it remains in your conscious mind.
‘grab’ something at their desk rather than seeing it as a necessary break that serves to reinvigorate them so that their afternoon is as productive as the morning. It has little to do with how much you eat … or even if you eat. Rather it’s a recharge that serves to be anything but a luxury.
as diligent at operating in a different venue brings the benefit of recharge and regeneration that can actually make the work effort easier and more rewarding.