My sweet employee who is 83 has been dedicated to my business for over 10 years. She has only the best intentions but her actions are disappointing my clients and I’m losing business/ reputation due to her lack of clear communication and numerous clients have contacted me now and complained. I don’t know how to handle it. Help!
She might know she isn't as good as she used to be. I feel bad for both of you.
If this is not going to be possible, can you reduce her hours on medical grounds?
I think you have to start off trying to be nice and accept this is very important social interaction and feeling needed for her, but obviously your company cannot maintain someone who is having a negative effect.
You could ask your customers what they suggest and be honest with them and see if they can deal with it by going round her, or maybe some work from home.
It is impossible to emphasise enough the need to feel useful in an older person, but equally they need to realise that certain things are becoming beyond them. Try and be positive, sit down with her and have a chat about how she is finding things as well as how your customers are having difficulties - she may actually be keeping going because she feels she owes it to you and would actually like to do less. Until you start having the conversation you won't know how it will go, but don't try and plan it to the last detail - it won't go the way that fits your plan, it never does - just have notes on options and things you want to cover and start with an open mind. Best wishes to you both.
Call her into your office and give her a photocopy of the list. Go over it with her, item by item.
Then ask what her thoughts are about this. Ask her what SHE would do if she were the boss and had an employee with a performance history like this.
She may see the writing on the wall and choose to resign.
Have you advised her of the client complaints? If you haven't then maybe you should find a tactful way to give her this information. How badly does she need to work - financially? If you have no other choice you may want to find a tactful way to suggest she needs to retire.
I think it is wonderful that you are concerned about her welfare and just haven't fired her.
You are in a business and need to protect that business. If you know the family you may want to warn them that you need to retire her. You need to figure a way of letting her down easy. Be honest, tell her there are numerous complaints and clients leaving because of her good intentions. That you feel its time for her to retire. Give her a severance pkg. Maybe do it as a layoff and then she can collect unemployment.
Do you have legitimate reasons to let her go? Would you prefer to give her the option to resign? Are you willing to discuss with her what your customers are telling you? If you discuss the matter tactfully, she will see the position that you are in. Hopefully, she would want to remove herself from her position with your company.
Best wishes to you and your employee.
How much extra business do you have because you have an 83 yr old working for you? I’d look for a way to promote her.