[Cowperson]

Answering the phone in a courteous and professional manner is a bottom line issue.

That's the front line. You shouldn't compromise on that.

Just an observation . . . . I'd say you're making the classic shortstop mistake of letting the ball play you. She's in control. She's spinning the hops and it's going through your legs.

In the end, it's your business and she either fits in or she doesn't. She's not owed a job.

However, given her tenure, she's probably owed the courtesy of being given an opportunity to come into line. I like the idea of taking her aside, so that's she's not embarrassed in front of others, and given the opportunity to change to fit the role you require of her.

If she can't make that change, if the attitude in particular remains poisonous to the overall environment, then she's gotta go.

Cowperson