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Coaching Cue Cards are designed to help jumpstart conversations that you may need to have with your employees. Modify as needed based on your situation.
Hi ____________, can we talk for a minute?
I’ve heard / seen some cases where there’s been some friction between you and our clients / customers, so naturally I want to check in with you to see how you're doing. (List specifics about the observed behaviors.)
It's my job to make sure that both my team AND our customers / clients are happy. More specifically, it’s critical that my team does everything they can to meet and exceed the needs of our clients / customers.
If you’d like, we can take a moment to talk about it now, or if you need time to reflect, we could schedule a time later this week so you can think about it and we can talk at length. What sounds best to you?
Note: Address the employee directly, informally and in private. Ask about how they're feeling at work, and if they're having any problems. Often, in their eyes, an employee's frustration with co-workers or management can only be safely vented in the direction of customers. Make clear this is not acceptable and can be grounds for termination.
If informal action fails, enact disciplinary action. Make sure that all employees are held to the same standard, and will suffer the same consequences if these standards are not met.