Managing to Make a Difference

Chapter 43Don't Always Take the Easy Way Out

In the previous two chapters, we addressed the reality that, even among high-performing teams, turnover is sometimes unavoidable. Top performers resign. Despite everyone's best efforts, some people will never perform at an acceptable level, and it becomes necessary to let them go. Life is messy. Sometimes, circumstances justify letting someone go, and firing someone might be the most obvious response, but it is not always the best course of action. How do you manage to make a difference in those kinds of situations? Here is a story to illustrate:

The Stolen Mink Coats

It was Christmas season. Our hotel was decorated within an inch of its life. We had roaring fireplaces filling the atmosphere with warmth and that wonderful aroma you can get only from burning real wood. We had live Christmas music. Every function room was hosting a holiday party. Guests were dressed to the nines—tuxedos, evening gowns, minks, and shminks. For a hotelier, evenings like this are quite memorable. This evening became memorable for all the wrong reasons.

One party experienced a serious misfortune. Five mink coats were stolen from our coat check closet. Two of these coats were irreplaceable family heirlooms. Our investigation revealed that James, one of our banquet captains, pulled the coat check person from her post to help pour coffee for about 15 minutes. During that brief window of time, the coats were stolen. The thieves probably strolled right out ...