Sales Strategy

Jimmy DeGroot: What if Negative Nellie has deeper issues? May 14, 2025 (0 comments)

Appleton, WI--Last week we discussed that person on your team who’s always a sourpuss, bringing everybody down. But what if she has issues going on at home? What if her life is a shambles and the only light at the end of the tunnel for her is your store? Should you keep her on for the sake of charity, mercy, grace and kindness?

This is the dilemma that many of us face because we value our team, in many cases we love our team, and consider them more than employees. They helped build this store and where would you be without them? I know these are your thoughts because I’ve had the very same thoughts. But let’s look at it from the business perspective, because after all, it must be about business first, otherwise paychecks don’t get paid.  

As difficult as it may be to deal head on with issues like this that may cross business protocol with personal feelings, we simply have to let the business mind make the call, because the business is why we’re here.

To allow one person to hold your store hostage by any means risks everything. I’m sorry, but as cold and heartless as this sounds, you didn’t start a psychiatry practice or a charity. You started a jewelry store, and you need people in that store who know what the mission is and how to accomplish success in their jobs.

OK, now that I’m the bad guy to many of you, just think of the times where you know someone who had to be let go from a position because they were unable to follow operational protocol. There are redemption stories abounding. I’ve had people meet me on the street years later to tell me they were in a much better place now and actually thanked me for being a part of that discovery.  

You’re a good person and you’re a leader. I know it’s very difficult to do, especially if there are factors in people’s lives that you cannot fix at the store. If they can’t adhere to your operational (cultural), sales and customer service non-negotiable standards, they simply have to go, for the good of everyone.

James (Jimmy) DeGroot is a professional jewelry sales and operations trainer from the jeweler’s side of the counter. Having been in management and the jewelry business for over 20 years, Jimmy offers weekly training to jewelers nationwide via the Train Retail website. Jimmy is an AGS titleholder and specializes in training relevant and timely methods for jewelry teams. He can do a full training on making Bridal Presentations the best they can be, among many other regular training options. Contact Jimmy at jimmy@trainretail.com or call 920-492-1191.