Employee who drives me nuts!

[Grumpyguy]

Granted, I choose my moniker here because I'm not the most jovial of people at work. I'm at work TO WORK and take my job seriously. And my line of work requires that I and my help keep it in gear most of they day.

Add to that, we deal with customers....

On the other hand, I have never yelled at an employee until this woman, absolutely never.

Here's the problem, she's absolutely horrible with customers. I have tried to have her fired twice, but my managers "wimped" out twice and didn't back me up. Add to the mix, she isn't the brightest bulb in the marquee.

I think that is the heart of the problem. She isn't smart enough, so she becomes frustrated and of course she takes it out on the customers.

So I've made it my mission to coach her into better behavior. I've explained to her that she has "no more" chances with me. Be nice to people. I've pointed out her curtness with customers. I've suggested a number of ways to better handle situations. I've even role played with her.

Today, as soon as I came in, a manager starts complaining to me about my problem employee and a run in she had with a customer on Friday (the same manager who refused to fire her when I wanted to, by the way).

So now I am in a bad mood. But I bite my tongue and figure after the Easter rush, I'll "coach" her more on good customer service.

Not an hour later, she pisses off another customer. I was in earshot, but couldn't intervene in time to head off the train wreck.

Admittedly, I yelled at her on the spot--of course she ran off crying.

I didn't curse, but I was mad and she knew it.

Later, I pulled her aside and once again explained her inappropriate behavior not only with that set of customers, but the incident from the day before that my supervisor brought to my attention. I was calm this time, but I also explained my frustration with her behavior.

Guys, I mean, in 17 years in a supervisory position, she is the only employee that I lose my temper with. I have never ever had to resort to the manage through anger routine, because I don't like to be treated that way myself.

She pushes my buttons. Besides being stern with her, which obviously only makes her cry--it obviously doesn't make her better with customers, what in the hell do I do?

She isn't going to get fired because my supervisors push it off on me and I can't fire anyone!

Coaching isn't working.

Yet, when I deal with her, I am so frustrated...

[kj4btkljv]

Grumpyguy wrote:
She isn't going to get fired because my supervisors push it off on me and I can't fire anyone!

I think you're going to have to make an exception here. Think of it this way - there are SO many people out there now that could take her place, I don't think you'll have to work very hard to find a replacement. It doesn't sound very good, but her behavior must be making an impression on your customers.

Jeff

[Grumpyguy]

Literally, I can't fire her under company rules.

My bosses talk a tough game, but go soft when it comes writing her up.

Believe me, I'm not a people person and in retail, customers can be real pricks, but I do a decent job of making people happy. Heck, a lady even wrote a 3 page letter to the president of the company thanking me for creating a funeral arrangement for her at the very last minute because another florist forget about it and was closed....

So if I CAN BE NICE, I don't get why she can't fake being nice either : )

[space-time]

explain to her that if she continues this way, she will get fired. she does not need to know that you can't really fire her.

Also, talk to this manager, he refused to fire her, but then he complains about her. Talk to him again, remind him that you want to fire her and she is a problem in your department and she does not fit in.

You need to take a stand make them understand that as long as you are responsible for your crew, you need to be able to fire (and hire).

[Linda2]

You need to document her behavior so that when you go to your supervisor, you can show him a list of infractions and the dates. A written report usually makes more of an impact than a spoken report. Try it.

[space-time]

also, be careful how you talk to her, make sure there is absolutely no reason for a sexual harassment lawsuit. Keep a professional attitude, etc.

[josntme]

One of the first things that I learned in management school was how to get rid of an employee with out firing them.

1. Assign them menial tasks and when they're thru discard whatever they did in front of them and give them another menial task. Repeat as necessary.

2. If possible give them irregular hours of work.

3. Move them around to different work stations repeatedly.

4. Be unsupportive.

One of these or a combination will most assuredly cause them to quit.

Everyone in management can't be the good guy.

[AlphaDog]

josntme wrote:
One of the first things that I learned in management school was how to get rid of an employee with out firing them.

1. Assign them menial tasks and when they're thru discard whatever they did in front of them and give them another menial task. Repeat as necessary.

2. If possible give them irregular hours of work.

3. Move them around to different work stations repeatedly.

4. Be unsupportive.

One of these or a combination will most assuredly cause them to quit.

Everyone in management can't be the good guy.

Have you found any one of those to be more effective then others? Quicker? Responsible for getting you in trouble?

[WHiiP]

You MUST document everything that she does. With the date and time and anything else that happened. If a customer used a credit card then put the customers name down with all the info. This WILL eventually turn into a problem where YOU are on the carpet because of your inability to handle "your" problem employee. I still don't get how she can be "your" employee when you can do absolutely nothing to discipline her. I would also document that to your bosses boss. Somebody, somewhere must care in your company chain of command. Find out W H O ! ! ! ! !

But, if you continue yelling at her, YOU will be the one asked to leave. . . trust me!


:banghead:

[mrbigstuff]

One of the first things that I learned in management school was how to get rid of an employee with out firing them.

1. Assign them menial tasks and when they're thru discard whatever they did in front of them and give them another menial task. Repeat as necessary.

2. If possible give them irregular hours of work.

3. Move them around to different work stations repeatedly.

4. Be unsupportive.

One of these or a combination will most assuredly cause them to quit.

Everyone in management can't be the good guy.

this, most assuredly, accounts for most of the workplace shootings.

use at your own risk.

i think being upfront and honest with someone is much better than this tack.