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Showing Original Post only (View all)How my restaurant successfully dealt with harassment from customers [View all]
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 workers 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 managers 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 weve 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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How my restaurant successfully dealt with harassment from customers [View all]
WhiskeyGrinder
Mar 2018
OP
he's a cowardly spray-tanner with ties to russia. so, he's got all the colors covered.
unblock
Mar 2018
#4
Not much. The managers asks the person to leave, they cause a scene or don't, and life
WhiskeyGrinder
Mar 2018
#21
Never. But I've never personally witnessed misbehavior. I'm curious how they are ejected.
rainin
Mar 2018
#17
we keep police dispatch # handy; multiple employees ask them to leave, if they don't we call cops.
TheFrenchRazor
Mar 2018
#28
The article said that at the time, the managers were male, which it saw as a problem.
WhiskeyGrinder
Mar 2018
#26
actually it said the shift managers were male but their supervisors were all women.
TeamPooka
Mar 2018
#35