Performance Gaps
The store manager, Joan, approaches Tony, an employee at a large department store.
Joan: Hi, Tony.
Tony: Hey, how are you?
Joan: Good. Can I talk to you for a second?
Tony: Sure.
Joan: Well, I'm trying to figure out some of the problems going on at this store. Can you help me?
Tony: Sure, what do you want to know?
Joan: Well, I've noticed that some sales clerks talk on the phone while customers wait at the sales counter. Clothing is left crumpled on the floor instead of hanging on the racks, and some clerks spend too much time in the break room. What is going on here?
Tony: Nobody cares anymore.
Joan: What's the problem?
Tony: I've worked for this company for three years. Two years ago, I won the top sales award. I did what I thought I was hired to do, being friendly to customers. But now I'm being told to ignore what customers want and just concentrate on making big sales.
Joan: OK, go on.
Tony: Well, for example, we're not supposed to allow returns past the 30-day cutoff period, but sometimes customers just can't get back to the store in time because, well, they're sick or [on] vacation, so I let them return it. Then I get reprimanded for doing what I think is right.
Joan: I see.
Tony: I used to love working here. I didn't even mind working overtime. But the one time the district manager visits our store, I get yelled at for "gossiping" with customers. He didn't realize that what he thought was gossiping was really my way of making big sales. If I can't get to know the customer, how can I help them make good purchases?
After that, the former store manager told me not to allow returns past the 30-day period any more. It's just really frustrating, and I just really don't care anymore.
Back in her office, Joan thinks about the situation.
Joan I can't believe he's so unmotivated, considering what a great performer he's been in the past. His work's got to improve, although he did make some pretty good points. The district manager's policy of focusing on profits is taking a huge toll on our staff. I've got to find a way to motivate them all.