Surface Ripples

Some Employees Aren’t Easy to Replace…

Yes, you can replace the body, but not someone who’s dependable, hard-working, dedicated, knows the systems and customers.

Unless we’re running a sole proprietorship, we depend on people to make and/or to deliver the products/services that our business provides to its customers.

Not every one of these people will be a “high-flyer” destined for the “C-Suite” or chairmanship.  Many more will simply be, as already mentioned, dependable, hard-working, dedicated, good with their customers and “good at their job”.  It makes little sense to destroy this value - how much does it cost us to replace someone in terms of lost goodwill, knowledge (both of the business, its products and systems and of its customers)?

Some organisations are said to take the view that they should be removing the lowest tier of performers on an annual basis.  Part of the reason is to give the “up-and-coming high-flyers” a chance to move up the ladder (until they’re finally promoted as far as they can go) or perhaps to encourage all employees to perform at the highest level (but there'll still be "lower-performing" people).  Whilst admirable in its own right, the risk of such a policy is to promote unhealthy competition, back-stabbing, resentment, low morale and loss of systems and customer knowledge.

We don’t want people to feel complacent because they’re “indispensable” but we do need to maintain a balance between “removing dead wood” and simply promoting a toxic climate of fear.

In our own business, experience is what counts the most in the advice we give.  We’re lucky enough to have people who are dedicated and hard-working when needed, but the only time we would ask someone to leave is if they’re being “carried” by the rest of the team.  Mercifully, this has happened only once.  The only other occasion has been when the member of staff concerned destroyed morale in the team.  The day after they had left, the change in atmosphere and attitude amongst the team was incredible!

People management is never easy.  However, we need to be aware of the “move out the low performers” attitude dominating our business and distracting us from our true purpose: serving our customers.

I deliver change in markets ranging from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. 

Labels: Customer Care, Leadership, Productivity, Strategy

posted by William Martin @ 10:21