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Thread: Bad attitude

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    Bad attitude

    Seems I always have labour related issues...

    I have this lady that has been working with the company for about 10 years and with us for about 5 (since we purchased the business) She is a bit of a hard-ass which you need to be in the motor industry, ordering guys around. I've had some complaints of bad attitude before but I attributed it to her no-nonsense approach, and compliments were more forthcoming than complaints. Often it would just be her wording to a customer for example: "Sir, you'll have to wait your turn for wheel alignment" instead of "Sir would you mind waiting a bit for wheel alignment?, I do have a few cars booked before you"

    Yesterday things came to a head as I was doing some admin in the office I was called to the floor. I came to the reception counter to find her and a customer in a exchange of word in the realm of "F__k you" and "Jou ma se p__s" I tried to calm the situation, but her and this customer was like fire and petrol. While I was talking to the customer. My sales lady had phoned the police because the customer had threatened to give her "a m__rse klap" At one stage I told her to go into the office, so I can get the customer alone, but in the heat she was out there and back 2 seconds later.

    How do I handle this? Do I give her a final written warning for being rude to a customer? Do I charge her at a formal hearing chaired by the RMI for i) Being rude to a customer, and ii) Not being competent for her position, and iii) Insubordination and suggest she either be dismissed or be demoted to admin lady? Do I give her a final written warning and force her to go for training in order to equip her better to handle such situations and communicate better to customers?

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    If one of my staff members swore at one of my customers I would dimiss them.Regardless of who swore first or who started the altercation.Also having been told to go away and then still come back again.

    I would not have the person in my business,even if they were a key person!

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    Thanks Rory, my feelings as well...I'll contact the RMI...Thank you

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    Diamond Member adrianh's Avatar
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    Imagine if the customer or a bystander had filmed the exchange and posted it on Facebook or Youtube. It very easily cause the very quick demise of your business.
    How easily someone is offended is directly proportional to how stupid they are.
    ~GS Elevator

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    Quote Originally Posted by adrianh View Post
    Imagine if the customer or a bystander had filmed the exchange and posted it on Facebook or Youtube. It very easily cause the very quick demise of your business.
    That sounds serious more especially in today's business environment where we go the extra bit to gain customer satisfaction & word of mouth recommendations.

    If you really need her, perhaps sending her to some anger management etc courses may be a consideration. But a disciplinary hearing is a must

    Getting hold of the customer and rendering an apology and advisimg him of the course you're taking to address the unfortunate incident will also help

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    The RMI suggests I do not dismiss, but give her a final written warning. I would like to ad soft skills training to that, but not sure which...Sales...Dealing with difficult people...?

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    Your choice at the end of the day.My staff know exactly what would happen to them if this happened in my workplace.

    Each to their own,I hope you come right with the staff member concerned

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    Silver Member bones's Avatar
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    stress is a big problem for many people to date my business has printed
    over 400 cvs and they are just standing in line this is telling work is not
    easy to get more importantly it is telling me that our economy is in a
    bad way customers will be stressed because many of them are facing
    unemployment

    the customer might well be just as guilty as your staff member it is not
    impossible to imagine i sometimes get customers and i ask them to go

    anger management and management course is applicable here also tell
    her if you ask her to leave a situation that she must respect you if she
    cannot do that then dismissal

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    Diamond Member adrianh's Avatar
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    Quote Originally Posted by roryf View Post
    If one of my staff members swore at one of my customers I would dimiss them.Regardless of who swore first or who started the altercation.Also having been told to go away and then still come back again.

    I would not have the person in my business,even if they were a key person!
    I fully agree with you. An employee is representative of the values of the business. As such the employee should always act in an appropriate and respectful manner no matter what. An interaction should never escalate to that level. If the employee feels threatened, insulted or angry they should hand the situation over to a superior. If the employee is unable to keep their cool and be respectful then they should rather find a job where it is not a requirement.

    To put my thoughts into common language: "I would fire her ass"
    How easily someone is offended is directly proportional to how stupid they are.
    ~GS Elevator

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    Silver Member bones's Avatar
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    when the CCMA gets involved sometimes the question is
    asked what the employer did to help the employee then
    the dismissal gets messy i recommend to contact
    someone that knows the labour laws and can give you
    proper advice dont go on what people say get the fact
    make sure the dismissal is fair first

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