I have had several meetings with my front desk staff regarding performance. The history is that after they receive a ‘smack down’ they perform better but then fall short again. I am finally at a point in my career (and my life) where I am no longer interested in what people think of me, and of allowing people to underperform because I feel badly for them, I’m too lazy to fire them, or I’m afraid of getting someone worse.

These are my models:
C Front desk staff not answering telephones as instructed
T These people are lazy and are taking advantage of me
F Furious
A Fire off ANOTHER warning email, have ANOTHER meeting to point out mistakes, vent to my best friend, husband
R I take advantage of me by allowing it to continue

C Front desk staff not answering telephones as instructed
T I am unwilling to continue this pattern any longer
F Determined
A Change duties for better accountability, post the ad on Indeed, interview candidates, make a choice of who will be let go
R I interrupt the pattern by being firm and decisive