People Before Profits - A Core Personal Value

‘People before profits’ is a core value of mine.  I truly believe if you treat staff and customers well, profits will follow.  One experience which springs to mind, however, involved my assistant manager, who happened to be gay.

My assistant manager was not only good at his job but also a charismatic individual who brought a lot of fun and entertainment to our pub. His interactive quiz nights were a huge hit, and he built up quite a following of customers who loved his energy and humour. Regulars and B&B guests alike  looked forward to these evenings. He made them some of our most profitable Sunday nights which otherwise would have been dead after 6 pm.

Facing Prejudice

Unfortunately, not everyone was as accepting. A few lucrative customers decided to boycott the pub because of his sexuality and took their custom to the pub across the road. This was disappointing, as their patronage contributed significantly to our revenue. But I was more disappointed with their small-mindedness and discriminatory thinking.

Standing Firm on Inclusivity

I firmly believe, however, that no one should face discrimination based on their sexuality, gender, race or any other personal attribute. Supporting my assistant manager was of course the only option. I made it clear to my staff and customers that our pub was a place of inclusivity and respect. Discrimination of any kind would not be tolerated.

Sadly, it wasn’t the only incident I had to deal with. I supported staff when customers thought it was okay to put their change down their bras or patting them on their bottom when they walked past. I clearly told the customers it was not okay and threatened to ban them. I experienced it myself one day when a regular grabbed hold of my head from across the bar and forcibly snogged me until I could wriggle free. He got a piece of my mind and the only reason I did not bar him was because he was terminally ill. (See my last blog post here which further demonstrates the small-mindedness of some customers).

The Bernard Manning Case and Third-Party Harassment

In what is now considered an historical case from 1994, two waitresses were subjected to racial abuse by the late comedian Bernard Manning. It happened during an event at the De Vere hotel when he aimed racist jokes at them whilst they worked. The court initially held the hotel liable for not protecting the employees from harassment by a third party (EmploymentSolicitor.com).

Ultimately this led to legislative changes, including the Equality Act 2010.  The Act made employers liable for failing to protect employees against third party harassment. They would be liable if all steps to prevent this from happening had not been put in place and it had occurred on at least two occasions.  However, this was repealed in 2013, partly due to the belief that employment regulations were too burdensome for employers.

This obligation was almost brought back in last year, with the introduction of the Worker Protection (Amendment of Equality Act 2010). But the House of Lords removed the provisions of the Bill on account of pressure to reduce regulatory burden on employers and concerns about restricting free speech.

This does not mean you should not give attention to preventing third-party harassment generally and looking after your staff is an essential aspect of your leadership.

Steps to Prevent Third-Party Harassment

There are 4 steps you should consider: –

• Ensure that policies and procedures make it clear that any form of harassment is not tolerated, including third party.  Have clear procedures for reporting any incidents.
• Train staff on all policies. Stress they must ensure that any banter at the bar or in the workplace generally should not stray into discrimination.  Politely remind customers if they feel they are pushing the boundaries.
• If third-party incidents occur, ensure they are dealt with properly and avoid matters escalating.
• When it comes to the crunch, put your words into actions and support your staff. It is simply the right thing to do.

Conclusion

The experience with my assistant manager reminded me of the importance of standing up for what is right. In the hospitality industry, where customer opinions can significantly impact business, it’s crucial to maintain a stance of zero tolerance towards harassment.

Supporting all staff and not allowing third-party harassment isn’t just the right thing to do—it’s essential for creating a positive and thriving business environment. Are you putting ‘People before Profits’?