FIRING AN EMPLOYEE: an unpleasant task but sometimes unavoidable

Few things are more gratifying than meeting or exceeding your targets and, better still, witnessing the growth of your team members. Conversely, when your expectations of an employee are not met, certain measures must be taken. While there may be circumstances that justify lackluster performance by an employee, work ethic values such as reliability, thoroughness, honesty and punctuality must be shared by all employees. What can you do when this is not the case? When a situation becomes intolerable, you have three options: inaction, intervention or dismissal. Intervention is obviously the ideal, but this strategy can have its limitations. If an employee is not willing to put in the effort required to conform to the company’s culture or simply doesn’t measure up, this will obviously complicate your efforts to improve the situation. This article will explain why dismissal can be the only solution.

A cohesive team is the key to your success

Each member of a team has his or her own unique personality, which can lead to both friendship and animosity. Of course, team cohesion is based on the professionalism of each member. While it takes two people to create a conflict, many issues can be traced back to one person. Keep a close eye on the group dynamics of your employees and customer experience, because both will be affected if constant tension exists within your organization.

Data that doesn’t lie: the number of complaints!

Looking to assess the quality of an employee’s work even in your absence? Start by comparing the number of complaints you receive about that employee with those of his or her colleagues. While it is true that some customers can be difficult and demanding, an unusually high number of complaints about an employee can be an important indicator to consider.

Build on customer loyalty

Complaints aside, it’s worth noting which employees are most in demand by your customers and which are least. In order to add substance to your data, it is highly recommended that you observe how your employees interact with new customers -- those who are at your spa for the first time. Which employees are successful in bringing them back and keeping them coming back? If you notice that one of your team members is not popular with customers and that the new customers with whom he or she is connected are not coming back, you must quickly intervene. In this sense, it is important to note that most clients do not complain; they will either ask for another esthetician or they will simply not come back. To find out more about the professionalism of an employee, you can ask your customers for feedback on their experience. They can fill out a short survey when they leave, or respond to email you will send after their visit. You could also use a mystery shopper to provide a detailed account of the employee’s service.

Dismiss with humanity!

While it’s never easy to fire an employee, if you must do so, do it with respect and empathy. This is difficult action for a manager to take, but even more difficult for the person at the receiving end! Make sure you terminate the employee in a humane manner, as this reflects not only your character as a manager but also the professionalism of your company