Why Employees Don’t Perform?

Reprinted From CSP Magazine

Have you ever found yourself frustrated with certain employees that just don’t do what they’re supposed to do? I suspect everyone at one point has experienced this and you’re not alone. Some of your frustrations may range from showing up late, not completing shift duties, not treating customers in a friendly manner, and not carding for age- restricted products.

Below are four reasons why some of your employees may not be performing. Some might surprise you.

1.You told them what to do:
Sounds crazy right – they’re not doing what you told them! The key here is, when it comes to training most organizations tell their employees what to do via a video, CBT, workbook, or a checklist. Then the employee is often tested and when they pass they’re off to the register. The problem here is in the “telling” and not the doing/practicing. For example would any of you teach your child to ride a bike by making them watch videotape and then give them their bike and let them go? I doubt it. As adults we learn just as we did as children. By doing it, and practicing it. And in our business that would include customer service. Don’t assume it comes natural for employees to know how to talk with customers or handle customer complaints. Simply telling them to be “friendly’ is not enough. Role- playing various scenarios is the most effective strategy if you want to deliver quality customer care. Otherwise you run the risk if them getting it wrong with the customer and losing the customer’s business. Even practicing suggestive selling and simply how to make small conversations with customers in order to build loyalty is critical.

2. They’re rewarded for not doing it:
Yes, you read that right; they get rewarded for not doing what they should. Just think of the last time you asked an employee to do something and they totally screwed it up or finished it late and you said to yourself “never again when I ask for her help”. Well, essentially you just rewarded that person by never asking them to do that extra work again. Most often they’re glad not to be asked again.

3. They’re punished for doing it right:
Just the opposite of number two is when we punish someone for doing a good job. An example of this is when you give an assignment to an employee and they do a great job at it. Then we continue to always give that assignment to that employee while the other employee that once screwed it up is happy and laughing they’re not doing it. The employee completing the task may not complain to you but often the resentment does build up and they see the inequity with the others.

4. Shoot the messenger:
Have you ever had an employee call you at home or come back to your office and start to say “I think there’s a problem” and you respond even jokingly at times with “what now, what broke, or what did you guys screw up now”. Even if it’s said in a sarcastic and joking manner the perception is the messenger gets shot for delivering the message to the boss. Be care with this, you never can be sure how people interpret you. The message they take away may be, don’t tell the boss and maybe she won’t find out. And usually when you do find out the problem is worse and could have been prevented if someone would have told you. When people tell you about a problem or potential problem thank them!

When it comes it employee performance there are numerous factors to consider. The few listed above are simple quick fixes for managers to implement today at no cost! Good luck.