mind your business: Build Your Dream Team
4. Evaluate. On a quarterly basis, meet informally with employees to give them feedback on their performance during the past three months. On an annual basis, conduct an official performance review. The quarterly review gives employees an opportunity to improve; the annual review lets you know whether or not employees are willing to do what is necessary to remain with your organization.
5. Terminate. Low-performing employees are a drain. They collect their paychecks, but do little or nothing to contribute to your bottom line. They also drag others down with their lack of enthusiasm. If Employee A and Employee B are making the same salary, but Employee A is doing one-third the work Employee B is doing, it doesn't take a genius to predict that, in time, Employee B's drive to perform at the highest level will dissipate. Identify low-performing employees—and show them the door. You can't afford to have them on your payroll.
When you build a dream team, you will have employees who show up every day ready and eager to work. They will feel valued and, in turn, will value what they do and how they do it. They will give you the best they have to give. You couldn't ask for more.
By John Tschohl
John Tschohl, the internationally recognized service strategist, is founder and president of the Service Quality Institute in Minneapolis. Described by USA Today, Time and Entrepreneur as a "customer service guru," he has written several books on customer service and has developed more than 26 customer-service training programs that have been distributed throughout the world. Tschohl's strategic newsletter is available online. For more information, visit www.johntschohl.com.