Bad attitude

[Hannes Botha]

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?

[roryf]

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!

[Hannes Botha]

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

[adrianh]

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.

[flaker]

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

[Hannes Botha]

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...?

[roryf]

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

[bones]

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

[adrianh]

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"

[bones]

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

[Greig Whitton]

The problem with going straight to dismissal is:

1. It's (arguably) excessive;
2. The employee has not been afforded a reasonable opportunity to change her behaviour in line with conduct standards; and
3. By OP's own admission, previous complaints about her attitude have (seemingly) been tolerated.

A formal disciplinary hearing + final written warning + anger management / relationship management training sounds like the most sensible response.

Do you have a workplace policy detailing standards of conduct as well as disciplinary consequences for failing to adhere to those requirements? If not, implement one. While it's not a legal requirement, it can make it a lot easier to justify dismissal should it come to that.

[roryf]

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

Bones,I would fight this one in the CCMA if the employee did take it further.Something are worth fighting for,but like I said each to their own.My workplace/business and how it is run is a reflection on me.

[Dave A]

My staff know exactly what would happen to them if this happened in my workplace.

In that situation you probably wouldn't have a problem moving to dismissal.

In the circumstances described by the op though, I agree with Greig.

A formal disciplinary hearing + final written warning + anger management / relationship management training sounds like the most sensible response.

[Citizen X]

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 very true

[Citizen X]

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...?

I see a common problem that many employers have, they don't have a customised disciplinary code and procedure in place. Employers are responsible for administrative justice in their businesses, subject to the LRA. To do so effectively an employer should have a disciplinary code and procedure in place.subject to the LRA, some rules are so common that all employees are expected to be aware of them. It can only harm an employer not to have a proper disciplinary code and procedure in place.