W EEKLY EDITION JULY 27, 2016
Dealing with Customers You Don't Want to Serve …continued
By Karleen Kos, PSAI Executive Dir ector
• Train your staff to recognize when they can and should deny service based on your policies, and when they
cannot. Help them out by giving the sales team a checklist of questions to ask when the order is placed. If you
don't do weddings, birthday par ties, or protests, the person taking the order should ask about that up front
and explain your policies proactively. Teach your service and delivery drivers to recognize dangerous
situations and how to communicate about them in a non - discriminatory way.
• Stick to your policies consistently. It is much more credible to say "no" to little Jimmy's birthday party and
not have it seen as discrimination if you say "no" to everyone's birthday party. If you say to the protesters,
"Sorry, we don't serve that area" be sure they aren't staring at one of your units across the street from where
they plan to be. Credibility is based on consistency.
Avoid negative blowback from denial of service.
The Kentucky case has been all over the internet since it occurred earlier this month. Perhaps it hasn't hurt the operator
locally, but odds are good it didn't do the company any favors either. In order to minimize such repercussions consider
the following if you deny service.
CONTINUED ON PAGE 5
PAGE 4
