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]

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"

[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

[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

[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...?

[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.

[roryf]

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.

Vanash is spot on.We have our disciplinary code stuck up in the Factory and Warehouse.Whenever we have hearings,the guys on the floor generally know the outcome before the hearing has started.It has taken some time but being fair and consistent has certainly paid off for us.It did mean getting rid of some good people.