How my restaurant successfully dealt with harassment from customers
https://www.washingtonpost.com/opinions/how-my-restaurant-successfully-dealt-with-harassment-from-customers/2018/03/29/3d9d00b8-221a-11e8-badd-7c9f29a55815_story.htmlErin Wade is a chef, restaurateur and co-author of “The Mac + Cheese Cookbook.”
We decided on a color-coded system in which different types of customer behavior are categorized as yellow, orange or red. Yellow refers to a creepy vibe or unsavory look. Orange means comments with sexual undertones, like certain compliments on a worker’s appearance. Red signals overtly sexual comments or touching, or repeated incidents in the orange category after being told the comments were unwelcome.
When a staff member has a harassment problem, they report the color — “I have an orange at table five” — and the manager is required to take a specific action. If red is reported, the customer is ejected from the restaurant. Orange means the manager takes over the table. With a yellow, the manager must take over the table if the staff member chooses. In all cases, the manager’s response is automatic, no questions asked. (At the time of our meeting, all our shift managers were men, though their supervisors were women; something else we’ve achieved since then is diversifying each layer of management.)
In the years since implementation, customer harassment has ceased to be a problem. Reds are nearly nonexistent, as most sketchy customers seem to be derailed at a yellow or orange. We found that most customers test the waters before escalating and that women have a canny sixth sense for unwanted attention. When reds do occur, our employees are empowered to act decisively.
The color system is elegant because it prevents women from having to relive damaging stories and relieves managers of having to make difficult judgment calls about situations that might not seem threatening based on their own experiences. The system acknowledges the differences in the ways that men and women experience the world, while creating a safe workplace.
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I've never been a stripper but I would not use Poindexter Oglethorpe if I took up that career.
At the movie theater they kids used regular names, like Eric, Steve -- I think my son was Steve. I was somewhat under the impression they did it to mess with management. The on site manager new and didn't care, but periodically upper management would drop by.
The manager just comes in and asks him to leave? What if he refuses? Creates a scene? Comes later with pals?
I suspect that the "red" is an obnoxious individual by nature..
goes on.
How would a female manager handle the orange or red customers? Either they need special training for their managers, or they're only hiring male managers because of this program.
It's actually a workable system, but larger restaurants especially franchise restaurants have many more women as managers.
Just sayin'
