How to Address Three Core Reasons Team Members Fail to Meet Expectations

Leadership encompasses a wide range of responsibilities — from setting a clear direction for the team to fostering a positive culture. Leaders make critical decisions, manage resources and motivate everyone.

One of the most crucial aspects of leadership is ensuring that team members meet expectations. Success hinges on each team member effectively fulfilling their role, whether answering the phone with a friendly tone, giving prospects an excellent tour or maintaining a spotless facility.

Addressing performance issues can be challenging, especially for those who value harmony and find confrontation difficult. For me, balancing support with accountability was a struggle. I tried being more stringent, but it never felt authentic. Being a “tough as nails” leader didn’t fit my nature, and pretending otherwise didn’t help anyone. Instead, I was able to address performance issues while staying true to my values of empathy, support and collaboration.

During this period of reflection, I had an epiphany. I realized there are three reasons a team member might fall short of expectations. Understanding these reasons allowed me to address each one effectively while staying positive and true to my naturally upbeat approach as a servant leader. This insight transformed my approach, enabling me to handle performance issues in a way that uplifted and motivated the team, ultimately fostering a more productive and harmonious work environment.

Before discussing the three reasons and how to address each, it’s important to emphasize that crystal-clear expectations are the foundation of effective management. Well-defined expectations eliminate ambiguity and set the stage for successful performance and meaningful conversations about challenges.

With that clarity in mind, let’s explore the first reason why team members might fall short of expectations and how to address those shortcomings effectively.

Reason #1: They don’t care

A team member might be underperforming if they don’t care. This is the most straightforward — but also the most challenging — situation to address. If team members lack enthusiasm for their work or goals, they’re likely not a good fit for your organization.

I encountered this problem with a member service associate we hired in a rush amid a staffing shortage. Despite having reservations during the interview, we hired him out of necessity. It soon became apparent that he was not genuinely invested in his role. His lack of commitment affected team morale and service quality. Even though it was clear he wasn’t a good fit, we followed all the necessary protocols for termination, including documenting performance issues and providing feedback. Handling such situations professionally and respectfully is crucial, even when it’s evident that the individual is not aligned with the team’s goals.

In some cases, a previously engaged employee may lose motivation due to personal issues, changes in company culture or negative incidents. In these instances, having a conversation to understand the cause of this shift is valuable. Sometimes, underlying issues can be addressed, and the employee can be re-engaged. However, if a lack of care reflects a more profound misalignment with the company’s values or culture, it’s often best for both parties to part ways. Retaining someone who isn’t invested can be detrimental to the entire organization.

Reason #2: They don’t know how

The second reason for underperformance is a lack of knowledge or skills necessary to meet expectations. Here, the person understands the desired outcome but doesn’t know how to achieve it. This situation is more optimistic, because it can usually be resolved with the proper support.

We hired a childcare attendant when we were short-staffed and juggling multiple projects, so we rushed her onboarding process. Unfortunately, this meant she didn’t receive thorough training to perform her duties effectively. Even though she genuinely cared about her job, her performance fell short due to inadequate training. Recognizing the issue, we overhauled her onboarding process and provided additional training. By clarifying her role, responsibilities and expectations and offering more support, we brought her up to speed. This investment not only improved her performance but also strengthened the entire team.

When someone doesn’t know how to meet expectations, it usually indicates a need for more clarity, coaching or training. These team members are often culture fits. They want to succeed and contribute positively but require more support. As a leader, this is where you can make a significant impact. By providing additional training, giving constructive feedback and being available for questions, you help these individuals grow and improve, enhancing the overall team.

Reason #3: They disagree

The third reason for underperformance is that the team member disagrees with the expectations. They might have a different perspective on how things should be done or believe the expectations are unrealistic or misaligned with organizational goals.

When faced with disagreement, it’s essential to have a conversation rather than simply enforcing expectations without discussion. This approach can lead to three possible outcomes: you discover valid points that lead to adjusting expectations, you find a middle ground that incorporates the team member’s input while still achieving the desired results, or you decide to maintain the original expectations but use the conversation to explain and clarify their importance.

I encountered this situation with my welcome desk staff. They weren’t consistently completing their daily tasks, so I decided to work a shift myself to understand their challenges. This experience revealed that my expectations were unrealistic, given the job’s demands. Seeing their daily struggles firsthand allowed me to adjust expectations to better align with the role’s realities, improving performance and morale.

Leaders don’t always have the same perspective as their front-line staff. Sometimes, the best way to understand their challenges is to experience their work directly. This provides insight and shows your team that you can fully support them.

Addressing underperformance doesn’t have to be daunting. You can approach these situations with confidence and clarity by understanding the three core reasons someone might not meet expectations — a lack of caring, knowledge or agreement. This process simplifies matters for everyone involved, removing ambiguity, reducing the influence of opinions and emotions, and providing a clear path to improvement.

Leading with clarity and compassion creates an environment in which expectations are met, teams operate efficiently and everyone is more satisfied. This approach benefits your team and leads to a more prosperous and smoothly run facility, achieving the ultimate goal for any leader in our industry.