One of the key responsibilities of a leader is to orchestrate your team to perform at their optimal level. In the daily changing dynamics of the numerous individual personalities, every team member experiences hills and valleys. At some point, however, you may find an employee consistently falling short of their responsibilities. When this happens, you are obligated to make some important decisions - and actions.
The cost of doing nothing is far too high (to your operation and to your customer experience), so what is the best way to deal with this? Obviously, not hiring a wrong-fit employee is the best tactic, but if an employee chooses the wrong behaviors, the process world-class companies follow is this:
• Step 1: Ask if the standard for the expected behavior was understood. If not, inform the employee and fire them up for implementation. If they knew they were expected to perform the behavior, then...
• Step 2: Ask if they are able to perform the behavior. If not, train them and fire them up for best results. If they are able to perform the behavior, then...
• Step 3: Ask then if there is anything preventing them from performing as requested. If so, then work to remove the obstacle - if appropriate and fire them up to achieve their best potential. If there isn't anything preventing them from performing, then...
• They can perform, they just don't want to. If this is the case, they are lazy and/or defiant. Either way, the next step is to FIRE THEM. (Yes, at Disney I would fire "deserving" cast members, although we termed it "encouraging them to find their happiness elsewhere" - which made me laugh and gag...all at the same time!)
The critical thing to realize is that THEY have made the choice, not you. You are simply responding to their choice by implementing the natural consequences.
Think about it. But more importantly, do something about it...today!
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