You just need to look at the news lately to realize that there are more difficult people out there. People are getting arrested for being unruly on airlines it seems almost every day. The number of incidents continues to climb incessantly. As a manager, today you are more likely to have to deal with difficult employees, plus you are more likely to have to counsel your employees who are dealing with difficult customers. It is just a sad, but true sign of the times.
Within my mortgage management books and seminars, I have often spoken of this important rule …
Fire the Wrong People
A simple rule stated even more simply: If you hire the wrong people and keep them, you will never, never, never be a good manager. It is impossible to manage well with the wrong people.