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Client called me this morning about one of my staff aug resources and wants to roll him off due to performance issues. How we handle?

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This is (unfortunately) often not about what is right, but about how you manage this without damaging anything/anyone. Client will appreciate your solution, colleague will appreciate not getting thrown under the bus, PPMD will appreciate stuff getting solved without them having to get involved. If necessary take the blame for not providing best fit at first attempt. Be humble and focus on the solution and you will be appreciated for this by all involved.

likesmarthelpful

^^ this is a gem advice. Manage up and manage down.

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Talk to the employee resource and get their side of the story. Explain the perception from the client's POV and then contact their counselor and resource manager to inform and update them on the resource being placed on the bench.

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Offer to secure a replacement so you dont lose the billing and get to work because those things usually happen pretty quickly. The resource is done in their mind, there’s likely no saving them and the feeling has probably be building with the client for awhile. So just look forward and focus on recapturing the role at the client (a staffing firm could plop someone into their chair in a week or two) and transitioning the resource to the bench in a constructive way (if they’ll be going to the bench).

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I could’ve helped you if I ever did staff aug work

likefunny

They’re easier, less stressful deliverables. Honestly no deliverables as you know them. It’s basically like you’re an employee - so maybe just more office drama

Listen to client and make them happy. Put a request for replacement and keep the client updated on next steps. Since it’s a staff aug resource, it’s a lot easier.

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Number 1 thing is making the client happy and it will be difficult to come back from this so easier to replace but consider the following. Do you agree with criticism? If yes and the staff has been given chances to improve - then it’s time for a genuine chat about performance and depending on the severity maybe even pip. If yes but no chance to improve - still time for a conversation about expectations, training and tips. This is a good time to guide them but you should question why there is no time to improve, try offering your services as an extra body to improve their work to the client, give them a chance to redeem themselves with you as the safety. If no - take them off, let them know it’s nothing to do with them, tough client and you will still give them a good review, try to find them another project and vouch for them. They will appreciate it and will hopefully keep their self esteem in tact. If you don’t know - try and figure out from others which of the above three it is and act accordingly. Also you need to work on yourself as to why this is a shock to you, your job is to manage them so you should have noticed if their performance wasn’t good

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Discuss, consider a performance improvement plan (need to try to coach/train), agree to a duration, reassess. If still underperforming, replace.

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