Let’s talk about one of the trickiest leadership moments as an agency founder:

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👉 When a great team member starts slipping, but it’s because they’re going through something hard in their personal life.

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You want to be supportive, but you also need to protect the business, the clients, and the rest of the team.

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So, how do you handle it with care and clarity?

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Here’s a simple framework I share with agency founders when this comes up (because it does, more often than you’d think):
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How To Address A Team Member Struggling Personally (without letting things slide)

Meet Live

Meet with them in person or via Live Video (and don’t send an email or a text). For a sensitive issue like this, it is difficult to judge the tone of an email or text.

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Start with Appreciation
​ “I want to start by saying how much I’ve appreciated your work on [project/client]. You’ve done a great job in the past, and that hasn’t gone unnoticed.”

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Address the Change Directly
​ “That said, here’s what I’ve been seeing recently: [describe the specific slip—missed deadlines, unresponsiveness, etc.]. And it’s starting to cause [client issues, team tension, etc.].”

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Acknowledge Their Personal Situation
​ “I know you’re going through [personal challenge], and I can only imagine how hard that’s been. I really want to support you as best I can.”

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Collaborate on a Plan
​ “How can we get things back on track together? Let’s create a simple plan to support you and the team moving forward.”
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Be Clear on Consequences
​ “Just to be upfront, if the issues continue, here’s what will need to happen: [name the consequence—adjusted role, reduced hours, probation, etc.].”
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Pro Tip: Always follow up with an email summary of the conversation and the agreed-upon plan. That way, you’re aligned and have documentation in case it’s ever needed for HR reasons.

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Remember, you don’t need to choose between being kind and leading strong. You can do both—with clarity, compassion, and a clear next step.