(Photo: Brad Wilson-Photodisc/Getty Images)
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One way I try to stay personally connected with our industry is through my own group of 20 of the very best shop owners in
North America. We hand pick them from literally thousands of our weekly coaching clients. At our last meeting, one of our
most passionate shop owners, Eddie Cleveland, shared one recent experience that could have been a disaster to his business
if not handled correctly.
He said that after 26 years in the auto business, if there is one thing he has learned, it's that there are times when nothing
seems wrong, but sometimes that's the problem. All may seem well, and that very well may be — temporarily. But you never know
what may be lurking in the future. Now I'm not saying that you should always be looking for trouble, but don't fool yourself.
Toxic employees are out there, and they come in all types. The worst kinds are the perfectly good employees gone terribly
wrong because they've already worked their way into your business, payroll and daily routine.
So what can you do to protect yourself? You need to learn how to spot them, how to arm yourself against them and what to do
when you've failed with the first two steps and you are in over your head. Look for Unhappy Employees
Toxic employees can eat away at you fast. They ruin job performance and morale for everyone and before long, your business
will start to suffer. There are some warning signs to look for to help prepare you.
You should look for employees who seem to be increasingly unhappy with their situation, whether it's at work or at home. Are
they beginning to come in late and leave early? Do they chat with colleagues about problems with their spouse or complain
about their job? Are they making excessive phone calls? Do they seem depressed or distracted? These are the signs of a good
employee gone sour. They may move beyond their problems, but be aware of the situation, as their bad attitude can quickly
make for a hostile work environment.
When you have an employee like this, you may want to take some time to talk with them. What is bothering them? If it is something
work related, can the problem easily be solved? If not, what can you do to make the situation better, if anything?
If the problem isn't work related, there isn't much to do if your employee is carrying stress and depression from a home issue
around with them. Let them know that you are there to talk, but that you expect them to carry out their duties at work without
having a bad attitude or negatively affecting the work of others.
If the problem is work related, do what you can to resolve the problem or reach an agreement, but let your employee know the
boundaries and what you will not tolerate.
Diagnosis and Act
QUESTION OF THE MONTH
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Despite your best efforts, some toxic employees are too far gone to save. If you don't handle the situation, your business
will soon be under attack. Some toxic employees are rather smart. They know the law, or think they do, and they'll use everything
they can against you. This is why you've got to get smart. I had to learn the hard way.
For one year, I had what I thought was a good office manager. This person was fast, efficient and organized. When hired, this
particular employee let me know that she did not need or want health or dental insurance. She asked that I pay her more and
omit these benefits. I thought the idea over and it seemed fine to me. After all, I could pay her several dollars more and
come out better considering the cost of insurance is so high.
Everything worked out fine until one day a year later, when this employee came to me and told me she needed insurance. I reminded
her of our prior arrangement and she immediately whipped out the word "legal" and started throwing it at me. She pointed her
finger at me and said, "You legally have to." I told her that we didn't want to start tossing around that word. I explained
that we should think about it over the weekend and discuss it the next Monday.
She must have done some thinking alright. That Monday, I received a call from the Equal Employment Opportunity Commission
(EEOC), and received a letter from them within one week. I immediately realized my mistake: I hadn't gotten anything in writing.
I took this employee aside and told her that I would give her insurance, but that she was going to have to take a pay cut.
