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
you absolutely cannot compromise on that. It's the face of your business.
just the man I was hoping CP would have in its membership.
now, you state contract. There was never any contract signed. Its always been a case of standard employment, no different than a bank or McDonalds.
Is this a fundamental change in the way we do business, absolutely.
but for small office in a small town environment is there really a case against making sweeping changes?
This "change" has been quite a while in the works and her involvment in it has been gradual to say the least, its been slow, methodical because I know how she reacts to stuff. But sheesh, is it that hard to answer a phone politely and kindly tell the person I am busy and if they would like to hold or can she take a message?
Bear in mind that what we're talking about, at least as far as courts are concerned, is based largely on the particular facts of each case. In other words, every case is different and is to be determined on its own facts.
Going from being an employee at a travel agency to an employee for a used car dealership is, as you indicated, a fundamental change in the way you do business. It doesn't matter that there is no formal written contract for employment. An employment agreement obviously exists or she wouldn't be showing up to work and you wouldn't be paying her.
Practically speaking, though, Jiri and Cowperson and others have some decent advice. If she's willing to accept the changes (or if she fails to reject them) then you're golden. Trying to deal with her as a person and getting to the root of whatever it is that concerns you could go a long way towards ensuring that you don't have to get evil lawyers involved.
Look at it this way.. she might feel a deep attachment to the company, almost as if it is her business as much as it is yours, if she has been with the company for a large portion of it's history.
Not being in a position with decision making powers, she may not be very happy with the changes that are occurring.
Jiri's suggestion was excellent. Sit her down and let her get whatever it is about the change off her chest, and share with her why you are excited about the changes you've been making and what you are seeing possible for the company.
You can never change another person, but you can show her what is possible and invite her to be part of it.
Be open to whatever is happening and be honest with the situation - if changes need to be made, then maybe she will decide to move on without any 'convincing' via pink slip. If she can pick up what you're putting down (which is the more likely outcome), then everything should be fine.
__________________
Quote:
Originally Posted by Biff
If the NHL ever needs an enema, Edmonton is where they'll insert it.
Pay for good legal advice before hand. Try to resolve the attitude issues in house, but have all your bases covered before hand legally in case you need to dismiss her. You're the boss....you can afford a hell of a lot better lawyer than she can. So if you do things legally, she won't be able to touch you. If she's not loyal to your organization and no longer likes the positions that you have to offer in the company....she's free to leave. Christ this is Alberta...she can find a new job tommorrow if she really wants to. Chances are your average employee isn't going to pay for the lawyer and gain that reputation over what they'll realistically get out of a settlement.
__________________ "Some guys like old balls"
Patriots QB Tom Brady
There has been some excellent advice in this thread. Funnily enough Jiri's suggestions are exactly how I handled a, somewhat similar, situation at my company. Luckily enough, it went well and when the air was cleared and the dust settled things went much much better.
Cowperson is so right here, this is your front line and that simply cannot be compromised. The manner in which is is answering your phone calls cannot be tolerated. It is not acceptable and reflects very poorly on your company. She must be made aware of this fact as tactfully as possible.
Do you have a mission statement for you company? If so, go over the mission statement with her and re-enforce the goals of the company. If not, I recommend making a mission statement or statement of values.
Are you in the CMA SLP Program? Because that's exactly what they're drilling into our heads in doing our Case Analyses.
Bear in mind that what we're talking about, at least as far as courts are concerned, is based largely on the particular facts of each case. In other words, every case is different and is to be determined on its own facts.
Going from being an employee at a travel agency to an employee for a used car dealership is, as you indicated, a fundamental change in the way you do business. It doesn't matter that there is no formal written contract for employment. An employment agreement obviously exists or she wouldn't be showing up to work and you wouldn't be paying her.
Practically speaking, though, Jiri and Cowperson and others have some decent advice. If she's willing to accept the changes (or if she fails to reject them) then you're golden. Trying to deal with her as a person and getting to the root of whatever it is that concerns you could go a long way towards ensuring that you don't have to get evil lawyers involved.
thank you for the great advice.
just so we are clear though, this employee was never involved in the travel agency. She dealt with clients in the other part of our business.
the change to a dealership, although a new add on to the business, is just an evolution of the financing business that we were already involved in. She handled the financing of clients that needed vehicles financed from other dealerships. we are just adding our own dealership now.
You should give her 1 chance to redeem herself. What I would say is along the lines of the follow...
(name), you have been with the company for 7 years and we have valued your service here. However, we feel that (issue) has does not seem to be working out because (reason). I am here to give you 2 options, either (a) you have to turn your attitude around and (this is what you have to do). The 2nd option is that you may want to pursue other opportunities. If you choose (b), I will be willing to be a reference for you and recommend you for (this type of job) and you are welcome to stay for (x months) until you find another job. I would perfer you chose (b) because of (reason for value) but you will have to turn your attitude around.
__________________
"With a coach and a player, sometimes there's just so much respect there that it's boils over"
-Taylor Hall
I know this you'll have already done this, Axel, but make sure you write down every single interaction with her so that you have that to stand on (meaning when you talk with her about these issues specifically). I know as a teacher, those small notations can be like gold when dealing with a difficult person.
I know this you'll have already done this, Axel, but make sure you write down every single interaction with her so that you have that to stand on (meaning when you talk with her about these issues specifically). I know as a teacher, those small notations can be like gold when dealing with a difficult person.
I disagree. Being big brother does not make her feel comfertable. You want her to feel comfertable, whether you are giving her the option of turning it around, or leaving. In both cases, whether she changes her attitude or not, she should have her dignity and self-worth as the most important consideration you have in this issue is how you can change this situation with the least amount of repercussions.
She likely knows what she did wrong. By having a list, it'll just piss her off. Rather, put the power back into her hands to change herself. Typically, having a list of what they did wrong usually ends with a "you have 20 minutes to gather your belongings and will be escorted off the premises by security."
__________________
"With a coach and a player, sometimes there's just so much respect there that it's boils over"
-Taylor Hall
Location: A simple man leading a complicated life....
Exp:
Quote:
Originally Posted by Antithesis
I know this you'll have already done this, Axel, but make sure you write down every single interaction with her so that you have that to stand on (meaning when you talk with her about these issues specifically). I know as a teacher, those small notations can be like gold when dealing with a difficult person.
I disagree. Being big brother does not make her feel comfertable. You want her to feel comfertable, whether you are giving her the option of turning it around, or leaving. In both cases, whether she changes her attitude or not, she should have her dignity and self-worth as the most important consideration you have in this issue is how you can change this situation with the least amount of repercussions.
Ah, to clarify, I mean that he should record what happened afterward, not during. Just make notes of any conversations they have regarding the situation, that way you have something to back you up if it ever gets to that point.
It sounds like she's pretty defensive. The challenge there is that no matter what you say to her, she's not hearing you, she's busy in her head thinking about how its not her fault and being a victim.
However, you have no choice but to sit down with her and tell her what you expect. What you may want to do is make sure you have your expectations in writing, outline the direction of your company and include your concerns about the way she greets your clients both over the phone and in person. After you talk, tell her to read what you've composed regarding this problem and SHE can meet with you once she has time to digest it, think about it and come up with some solutions she thinks will improve her attitude and performance at work. Perhaps set up a meeting for the next day, in the morning. People who are hyper defensive cope better when they have time alone to think about a situation and don't feel under attack. You should also keep in mind, that she will be confrontational and that's her demeanor and you can't change it. You'll have to suffer through it and hopefully get through. Otherwise, she needs to understand, that as much as you appreciate the loyalty she's had to your company, you can not keep her on board at the expense of your company's future.
Good luck. This is why I don't miss managing people at all.
Reminds me of a managers course I took a few months ago. Something about how some employees will turn off a certain section of their brain. And when they do, there's no going back (sorry, can't remember the terminology). It's unfortunate that it's been able to get to this point.
Best course is be direct and go through the process of warnings before termination. Thankfully you have a small office. The larger the office, the worse it is when you got a bad apple in the bunch.
Looks like I got here late. I'm sure everything has been said from 'fire her' to give her 3 strikes.
I learned a hard lesson running a business. Firing people sucks. But it has to be done sometimes.
If you don't deal with it immediately, you'll lose the respect of the rest of your staff. Take her into the office and be stern. Don't be a nice guy and plead for her to "join the team". Tell her that her attitude has been a distraction to you and that if she doesn't evolve with the company, you're prepared to jettison the dead weight.
And you can't soften the blow by acting like it's other people that are complaining to you. If you insinuate at all that you're addressing other employees' concerns, she'll torpedo the office, AND she'll think she's outsmarted you.
Let her know that YOU are extremely disappointed and that she's on her only warning.
Chances are you'll have to fire her in the next 2 months. Sounds like you should, anyway. People like that are of no use to an entrepreneur. You need people that welcome change and new challenges. As long as your idea of a new challenge isn't doing twice the work in half the time.
