Does your computer system allow employees to write notes about customers? Do your employees think the customers will never see those notes? That’s a recipe for a disaster, as a California restaurant found out.
An African-American customer was a regular at the Landmark Steakhouse in Orange County, California. He thought he got along well with the staff. That is, until he saw that employees had identified him on receipts using different variations of the N-word, such as McStinkyni***r. He sued for race discrimination, and the restaurant, not surprisingly, settled out of court and fired a bartender.
The lesson: Warn employees about the risk of any such customer name-calling, in print or spoken.
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