You are the manager of the sales department at Splendor Company. Nikki has been your top sales representative consistently for over a year now. She is always in the office first, last to leave, thorough in her paperwork, and receiving praise from the other departments. She has also volunteered several times to test new products with her clients.
Recently you have noticed a difference in her performance. This past week she was late to your staff meeting, was not at her desk when you came into the office, and left early. She seems distracted and unfocused compared to her usual behavior in the office.
Customer Service sent back two contracts that Nikki had drawn up due to missing information on the new client. You just got off the phone with Mark, head of the Accounting Department, who gave you an earful about how Nikki "unethically" tried to bend the rules and push a new client through who did not have the appropriate credit ratings.
Upon hanging up the phone, you look up to see Nikki entering the office. She appears to be in a hurry, glances around to check who else is in the office, and hurries to her cubicle. Glancing at the clock you see it is only 3:45 pm. Sales reps are not usually back in the office at the end of the day before 4:15 pm. You decide to approach Nikki and talk about her recent drop in performance.
List the data points you have on her current performance. Tardiness, early departure, distracted, unfocused behavior, incomplete contracts, and in appropriate client referral.
1. How does this differ from her "usual" performance?
2. What style will you use to start the conversation?
3. How will you know from Nikki if that style is working?
4. What type of follow up will you do?