Should Poor Secret Shop Scores Threaten Jobs?

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If there is one part of my job as a business owner that I despise, it is demoting an associate. It especially sucks when they have been with me for a long time. However, what am I to do when they consistently get low stores on their secret shops and often get complaints? Do I continue to let them work 35 + hrs a week, not providing my customers with excellent service? 

By nature, I am a down to earth person. I am very positive and I am not quick to anger. That all changes when I get an email and I have an associate receive eight points out of a possible 116 points. When an associate has been with me for over a year and knows their job in and out, there should not be a reason for this at all. This where I as a business owner, need to decide whether I demote him, document his performance and say you have one more chance, or revert him back to a trainee. One fluke bad score should not threaten his job, but it should be a wake up call. Several consistently bad scores are a red flag to me though.  
 
It is not easy managing a business, most of my staff are great, but some people choose not to do what you ask them. At the same time, I do not want to sacrifice my customer base because my employees are not doing what is asked of them. Sometimes you will ask yourself, What do I do now? The best way to handle the situation should be strongly based on how the customers are being treated, how other coworkers are treated, and not too much on how long they’ve been with the company. Without the customer, you would not have a business and with uncomfortable or offended employees, you get even more poor service.

Joel Little, Experience Manager.

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