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HR Matters // A Newsletter On: Creating exceptional workplaces and extraordinary results
HR MATTERS Vol 9, Issue 4 - April 2012

I recently spoke with a new coaching client of mine who was alarmed by the feedback he received from a customer. The customer was extremely disappointed in the service he received and was threatening to move his business elsewhere. It turns out this wasn't the first time a complaint had been lodged against this employee. What's it going to take before you remove employees like these from your organization?

I invite you to join me for a free teleconference on Tuesday, April 10th at noon (EDT) as I share tips on How to Confront Without Conflict. All registrants will receive a free MP3 recording. Click here to register.

In the mean time, if I can be of any help, please don't hesitate to call.

Miserable Employees Make Lousy Company Ambassadors

By Roberta Chinsky Matuson

Have you ever had a positive experience with a company whose employees are miserable? If so, I'd certainly like to hear about this, as the two don't generally go hand-in-hand. Employees who are discontent make poor company ambassadors, and that makes for a lousy customer experience. Most do the bare minimum (if even that) to get by, until something better comes along or they are shown the door. But here's the problem. While miserable employees are occupying valuable real estate in your firm, you are losing out on the opportunity to bring in people who are willing and able to do what it takes (and much more) to delight your customers.

So what's holding you back from taking action? Here are some of my observations based on my 15+ years of working with clients.

Fear of the unknown You know you have a lousy employee, yet you fear the person you hire to replace them will be just as bad, if not worse, than the person you have. To some, it may seem logical to do nothing. With a little luck, they will go away on their own. Here's the problem with this sort of thinking. "Luck" is directly tied to the economy. It's unlikely someone is going to go away on their own when they are drawing a steady paycheck and they are not being pushed out the door. Jobs are hard to find, and your underperforming employee knows this.

I'm here to tell you that this is the perfect time to take action, as there still is an abundance of talent ready and able to work for your organization. I guarantee that the person you hire will be better than the one you have. That is, if you are patient and wait until you find the right match. In the mean time, clear your organization of the debris that is blocking you from achieving the type of success that is possible.

Conflict avoidance Conflict is something that scares the pants off of most people. Why else would they put up with situations they know are damaging? A little conflict can be a good thing, especially when in the end your needs are met.

Sometimes circumstances such as family obligations prevent miserable employees from quitting their jobs. Handling the situation head on is exactly what you must do to move forward. Don't be surprised if the employee thanks you on his way out the door.

Litigation concerns Yes, it's reasonable to be concerned about being sued when you fire a disgruntled employee. However, you can't let fear get in the way of running your business. In my experience, people sue when they feel they haven't been treated fairly. This is their way of announcing to the world that you did them wrong. However, you can minimize this risk by treating employees with respect. Provide feedback along the way and let people know exactly what will occur if they are unable to turn their performance around. This will reduce the possibility that an employee will turn to their lawyer for satisfaction.

No one said running a company or managing people would be easy. But it certainly doesn't have to be as difficult as you are making it. Shop your own company; gather feedback from friends and clients regarding customer satisfaction and take action. Then, sit back and watch your revenues grow.

© 2012 Matuson Consulting. All rights reserved.

Upcoming Speaking Events

  • The Commonwealth Institute CEO Forum - Boston, MA,
    April 18, 2012
  • HRMA - Western, MA - Chicopee, MA,
    April 23, 2012
  • SHRM Talent Management Conference - Washington, DC,
    May 2, 2012
  • American Craft Brewers Association - San Diego, CA,
    May 5, 2012

We're booking speaking engagements into 2013. Contact Roberta today to ensure you get your first choice of dates. Click here to download Roberta's speaker sheet.

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About Roberta Matuson

For more than 25 years, Roberta Matuson, president of Matuson Consulting, has helped leaders in Fortune 500 companies and small to medium-size businesses create exceptional workplaces leading to extraordinary results. As a seasoned consultant, Roberta is considered a leading authority on leadership and the skills and strategies required to earn employee commitment and client loyalty.

She is the author of the highly acclaimed book, Suddenly in Charge: Managing Up, Managing Down, Succeeding All Around and is a highly sought after speaker, consultant and executive coach.

Learn More

Read an Excerpt of Suddenly in Charge

Buy Suddenly in Charge

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SuddenlyinCharge.com

A special offer for Suddenly in Charge

I'm excited to announce that my book, Suddenly in Charge was chosen by Kindle for their April monthly promo. It will be on sale all month for $1.99.

iPad users can download the free Kindle app and take advantage of this unbelievable pricing. At this price, you can't afford not to download this book for everyone in your organization who reports to someone or who has people reporting to him or her.

You might also consider purchasing a download for your soon-to-be college graduate or those who are taking on internships this summer.

Suddenly in Charge

 

 

Visit Roberta Online:
MatusonConsulting.com
SuddenlyinCharge.com

Email: Roberta@YourHRExperts.com
Tel: 413.582.1840 | Tel: 617.566.8978
Fax: 413.582.7111

© 2012 Matuson Consulting. All Rights Reserved.