Q: I have to have yet ANOTHER talk with our receptionist, who has really no personality and answers the phones in a monotonous tone. Both Owners of the company have complained, and I just want to print out some tips before I have the talk with her. Any suggestions? 10 points to the most help!!!
A: I know what you are going through. My husband and I are the Managers for 5 fast food restaurants. I have been through this many times. Sometimes you can talk to them and they straighten out, sometimes it makes it worse. I do have some advice though. 1. Start out with a positive. don't just start on the negative. You don't want the employee on the defensive. 2. Explain what the problem is. Then give a solution and a consequence if they do not comply. Make sure it is documented in writing. That is what you need to do. Now some ideas for the employee. 1. I would tell her you understand that she may not be happy in her personal life or with her job. I would then tell her that she is a very vital part of the company because she is the first impression. 2. Tell her that the more successful she is, the more the business will be because she makes the customers happy and they will be more willing to spend their money so she can get regular pay raises. 3. Tell her your office is always open and if she needs to talk or vent then you will be willing to listen and do what you can to help. This is just a couple of tips. This may also just be her personality or her attitude. She may not be happy in her job or could have home problems. You also may need to move her to another position (if possible) to get her away from customers. You may need to let her go if she does not straighten out. Good luck!