This month’s Clarity Award is a shared honor. Janice Mazzalo of PeoplesBank and Tom Moran of Financial Partners are the winners based on their clear messages involving two sides of a common problem. Both were part of a panel discuss on workplace culture and a question was raised about dealing with personnel problems. Janice pointed out that zero tolerance policies are an abdication of responsibility by those who ought to be able to use judgment and ensure any punishment fits the crime and employees get reasonable assistance to help them succeed. On the flip side, Tom made it clear that no one has a constitutional right to work in any company. Together, they framed a difficult problem. Employees deserve: Clear expectations regarding goals and behaviors, Regular feedback and support so they know where they stand and have a shot at success, and Compassion. They also deserve supervisors with the confidence and courage to tell them they aren’t fitting in and should look elsewhere. You benefit no one by keeping someone in a position where he or she isn’t succeeding. You also commit a grievous injustice to those tolerating or making up for the short-comings of the under-performer. When you think about it, a simple cost/benefit analysis applies nicely to difficult personnel decisions: Is the employee’s net contribution clearly positive or do you have reason to believe it will be very soon? In other words, does this person create significantly more benefit than cost? Cost includes hand-holding, training, undesirable precedents, patience, salary, distractions, anger, frustration, bad examples, damage control, and more. So, do not create rules to replace judgement and if an employee is more trouble than he is worth, let him go!
When I answered the door, the FedEx driver was hanging back, hoping I would appear. She had already put my package between the two doors. I opened the storm door to thank her. “I noticed that UPS left a package by the garage.” I thanked her and let her know I really appreciate her taking the time to bring packages to the door. “I’d hate to see them get wet or blow away,” she said, looking up at our gutters. I thanked her again. By then I was holding the package she brought in my hand. “Look at that! By your thumb! It says we promised a Wednesday delivery. Today is only Tuesday. I’m early! Pretty good, eh?” Hard not to smile. What a great ambassador for FedEx. In a few friendly, casual words she pointed out everything great about FedEx while helping me notice and overcome UPS’ short-comings. For that, I give The Clarity Award to FedEx. This woman knows that her deliveries and behavior are important. She knows that relationships matter. Last, but not least, she knows UPS is the competition to beat. I wish I had asked her name because she is still making me smile! Wish your priorities were this clear to your employees? Give me a call at 800-527-0087.
The first ever Clarity Award goes to the Chipotle Mexican Grill in Westford, Massachusetts. Congratulations, Chipotle! After standing in line to get the burrito I was craving, I needed to ask if it was possible to get the rice without cilantro. The placard above the counter made a big deal about their lime-cilantro rice and I am no cilantro fan! “Yes,” was the quick answer. And he turned to grab a large pan of brown rice free of the little green shreds. Eyeing the other potential components of my burrito, I detected suspicious greenery everywhere. “Does the guacamole have cilantro in it?” I love guacamole. Why would they ruin it with cilantro!?!? “Yes, but I could give you an avocado!”