So What If She’s Got a Bad Attitude?

So What If She’s Got a Bad Attitude?

Ellen Rohr
Contributing Writer
Bare Bone Biz

As owners and managers, we love to discuss ways to improve our employees’ attitudes. Throw a party! Tell inspiring stories at the company meeting! Give ‘em a pep talk. We think that if we pump people up with happy words and lots of “Go get ‘em’s,” then they will start to produce. In fact, the opposite is true.

Just the facts, Ma’am

You notice Susie, one of your long time employees, shuffling into work…late. She sits down at her desk and starts making appointment confirmation calls. She doesn’t smile as she talks to customers. She punches the hold button without bothering to ask permission from the caller. She grunts her responses into the phone.

You might be tempted to talk to Susie about her attitude. Instead, I suggest you address behaviors and performance.

  1. Are her behaviors in violation of company policy? Do you have a policy about what time Susie needs to arrive for work? Do you have a procedure for putting callers on hold?
  2. Is she hitting the pre-establshed goals for her position? For instance, a sales person has sales goals. An installer has production minimums. Look at Susie’s performance statistics and discover how she is doing.

If Susie is not delivering on both of these points, I suggest having two separate meetings to address her behaviors…not her attitude.

  1. Pull Susie aside and point out the policy violations. “Susie, it’s our policy to always ask a caller to be placed on hold. Consider this a verbal warning. Also, you have been late once before without calling. This second time warrants a written notice. Susie, if there are some personal issues that are affecting your performance, I will help you if I can. But, I won’t tolerate policy violations.”
  2. Discuss Susie’s work performance at your standing weekly meeting. (By the way, you should meet with each employee once a week to go over their performance.) “Susie, you are one day behind on your appointment confirmations for this week. What can you do to get there?” As a long time employee, all Susie might need to know is that you are noticing. “Susie, it’s my job to help you be successful here. I vow to do everything in my power to help you win. If you are willing, I can help you do better.” Then, give Susie some behaviors that will improve her performance. Sit in on some of Susie’s calls and coach her. Have her discuss recent appointments that have fallen through, and role play different ways to handle problems and objections. Help her win…and just watch what happens to her attitude.

So what if she’s grumpy?

It’s OK if someone isn’t peppy and happy all the time. Ultimately, your goal as a leader is to help make your employees better. Keep your efforts focused on the behaviors, on performance, and leave the inside of their heads alone. Skip the pep talk. Help them win.