Protect With Integrity

©2023 Gail Pursell Elliott

Some of the nastiest workplace bullies don’t work there. They are customers or clients that act as if they are entitled to treat employees rudely. Some businesses have stepped up and refused to serve customers like that. Employees in restaurants and retail are subject to this often and it takes a toll. There are other businesses that have the same problem.

An investment broker I know overheard a client bullying his office staff. When the client came in to his office for their appointment, the broker said, “Your money is no longer good here. I can’t work with you.” When the shocked client asked why he said, “I heard the way you were talking to my staff. I won’t do business with you anymore.” Not every professional has that kind of integrity, but for him it was a no brainer. He treated his staff and clients with respect and did not tolerate a lack of it. The client’s behavior disgusted him, and he acted to protect his staff from it in the future.

Some businesses have signs asking patrons to be patient with their staff or to expect a wait when there is a delay. Some are understanding and others are not. A restaurant in New York banned a well-known guest for being rude and bullying toward staff.  It was reported in the media and of course that kind of publicity is not welcomed. The guest apologized but the restauranteur has not decided if the guest will be allowed to return. Another restaurant closed its doors for a couple of days and put up a sign saying that the behavior of customers necessitated some time off for the staff to recover from it.  Some customers get away with maltreatment simply because no one overhears the exchange, or the manager may only learn of it when they find the staff person in tears.

Some businesses feel they cannot close their doors like that or have to put up with big spenders who feel they can belittle, scold, or expect everyone to drop everything when they walk in the door. These employers are sending the message that this is just the way it is, and that they won’t step up to protect their employees from abuse and mistreatment. They may commiserate with staff but do nothing to intercede.

Other employers tolerate customers who tear apart displays or make messes that employees have to clean up. In hotels some of the rooms are a nightmare after someone checks out. Some are covered in filth with trash everywhere. Others have floors covered in confetti and balloons and cake ground into the carpet or smeared on the walls.  Housekeepers open the door and are incensed, overwhelmed, or begin to weep. Some take pictures with their phones and show them to management. Some guests are contacted and informed they are no longer welcome at the property. Others are not. In rare instances, some are billed, usually for damage to the room, but not for the cleanup.

These bullying instances in the service industries cause a lot of turnover as employees become frustrated, cynical, and finally have had enough. It takes some planning and paying attention to ensure that staff know their managers and supervisors have their backs when it comes to clients and customers mistreating the staff in direct or indirect ways.

When people are bullied, they have three basic needs:

1. To be believed
2. To be validated
3. To have recourse

If you have a mobbing or bullying policy, it should apply not only to staff but also to clients and customers. Employees need to know that they are safe from abuse in the workplace whether it is from coworkers or customers. It has to do with dignity and respect and can go a long way to keep employees who are stressed by both personal and professional demands.

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Gail Pursell Elliott, is known as the Dignity and Respect Lady and has been writing and presenting about Mobbing and Bullying since 1998. She is an expert in the field and has appeared on television, radio, and talk shows. She is the author of several books and has been writing the Bully at Work column for Workplace Violence Today since its inception. To contact Gail, visit her website at https://innovations-training .com