Teachable Moment: Inappropriate Language

SCENARIO

Two ladies dropped off their rental car at the airport and needed to take a cab to their final destination. As they approached the taxi stand, the ladies could hear the cab drivers arguing quite loudly about politics. One of the cab drivers was using vulgar language to put down a political candidate. The ladies felt uncomfortable, and rather than going to the taxi stand, they decided to use an app to call a competitive service.

TAKEAWAYS

  • Political discussions and commentary do not belong in the workplace—and especially not in front of customers. When you’re at work, you’re representing your organization, and your personal political opinions should be left at home.
  • It’s important to make your customers feel comfortable. Arguing in front of potential customers and using inappropriate language can scare them away. One of the Service Values at The Ritz-Carlton states, “I am proud of my professional appearance, language, and behavior.”
  • Your frontline employees are making the first impression of your organization. When your organization hasn’t made customer service a priority, you risk losing business to your competition.