Leigh,

I have the privilege of working with a number of inspiring CEOs at the CEO Connection, and in regular meetings held throughout the year they consistently say that their biggest mistake is not dealing with talent issues immediately; not letting people go as soon as it's clear they're having a negative impact on the company, customers and on other employees.

How you lead and manage employees is directly related to values - and if you're enabling poor behavior that impacts your customers and the rest of the culture, then it says poor things about what your values really are.  I think great leaders understand this (I know the CEOs I work with do) - although that doesn't make it easier to make these tough decisions.  :)

Thanks for sharing your story,
Lisa Petrilli