A Breach of Trust - A Business Owner's Nightmare
Reflections of a Reluctant Pub Landlady
A breach of trust is a difficult situation in any walk of life. Have you ever been badly let down by a trusted member of your team? Running a business can be hard work in any sector and the hospitality industry comes with its fair share of challenges. From keeping customers happy to trying to squeeze a profit, the demands are endless. However, one of the most heart-wrenching experiences is when a trusted team member betrays your trust, especially when you live under the same roof. Here’s just one anecdote that highlights just how difficult it can be when staff let you down and the lessons learned from it.
A Trust Betrayed
A few years ago, I hired an assistant manager who seemed perfect for the role. He appeared to be a lovely guy, meticulously dressed, punctual and polite – a true professional in every sense. We got on really well, and had some deep discussions on a personal level as well as about the business.
For months, he performed his duties admirably, earning the trust and respect of the entire team and customers. However, this facade came crashing down in the most shocking way and he betrayed our trust spectacularly.
One weekend, he stole the weekend’s takings from the safe in the middle of the night, including money we had raised for our charity. He knew he would be caught on camera but proceeded regardless. The security footage showed him handing over the hard-earned stolen money to a drug dealer in the car park.
The aftermath was a nightmare. I went to court three times to see his case progress, but despite our efforts, we never saw our money again. It came out that he had a coke addiction since he was 12 which he managed to hide really well. He lied in court, saying he had issued us a full written apology. The court believed him and were very lenient. The financial loss was significant, but the emotional toll of being betrayed by someone we trusted was even more profound.
Lessons Learned
This experience, though painful, taught me several valuable lessons that I believe every business owner in the hospitality industry should consider:
- Enhanced Security Measures
While trust is essential, it’s crucial to have robust security measures in place. Invest in high-quality surveillance systems and ensure that safes are highly secure and only accessible to a few trusted individuals. - Regular Audits
Conduct regular audits of your financials and inventory. This helps in identifying any discrepancies early and can deter potential theft by showing that you are vigilant about your business operations. - Comprehensive Background Checks
Perform thorough background checks on all potential hires, regardless of how trustworthy they appear. This includes checking references, past employment history, and even asking them to carry out a DBS (Criminal Record) check if handling larger amounts of money. - Fostering a Culture of Integrity
Promote a workplace culture that values honesty and integrity. Encourage open communication and create an environment where employees feel safe to report any suspicious activities. - Legal Preparedness
Be prepared for the legal processes that follow any criminal activity. Understand the legal steps you need to take and have a legal advisor you can turn to for help. - Emotional Resilience
Dealing with betrayal can be emotionally draining. It’s important to have a support system in place, whether it’s family, friends, or a professional counsellor, to help you cope with the emotional fallout. - Insurance Coverage
Ensure you have comprehensive insurance coverage that can protect your business against theft and other criminal activities. This can help mitigate the financial impact of such incidents. Sadly, ours didn’t cover inside jobs!
Moving Forward after a Breach of Trust
Experiences like these can be incredibly disheartening, but they also provide an opportunity to learn and grow. By implementing stronger security measures, fostering a culture of integrity, and being legally and emotionally prepared, you can better protect your business and navigate the challenges that come your way.
Running any business will always have its ups and downs, but with the right precautions and a resilient mindset, you can overcome even the most difficult situations. A breach of trust is a disappointing event, but every setback is a lesson you can learn from and sometimes you just have to not take staff actions personally, however hard that is.
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