When Mary started with the company, she was enthusiastic, energetic and consistently the top salesperson on the team. She got along well with her co-workers and was known for superior customer service skills.
Over time something changed. Mary began starting work late, leaving early and taking long lunches. The brief interactions with her coworkers usually turned into complaint sessions. She ignored phone calls and didn’t respond to emails. Customers were frustrated. Mary spent more time on her cellphone than doing the work she was getting paid for.John, Mary’s manager, was at his wits’ end. He wanted Mary to get back to
