what would you tell these "loyal" customers?

Question

i hired a girl about a year ago who was 3 months preg,at 17.she quickly won the hearts of most all my 10 year plus customers.a few months ago a terrible car accident left her disfigured.she lost a piece of her skull and her face looks like it's cut in half.she also lost an eye and part of her lip.she was dumped by her boyfriend and supports her grandmother and an alcoholic father.i personally paid for her first re-constructive op.and plan on paying for the rest as well and i feel she owes me nothing.she's a wonderful kid and i love her as if she was my own but,now i have customers saying they refuse to allow her to wait on them any longer because she "grosses"them out.So if you were me,wouldn't you tell these people to take their business elsewhere?afterall,she's the same person she always was and,she really needs this job.why are people so cruel?

actually i tend to think that these customers are kind of shallow.and i could really care less if i lose them.if you can't look past an outward appearance,,just how many wonderful people are you overlooking?

"prettyme"you must work at wal-mart.i can't believe you would put money in front of a poor innocent child.would you if the child was yours?

"kiekie"i asked her if she'd like to work in the back but,she didn't want to.in my opinon the customers are the ones who changed,,she's still the same.i don't look at her and see the damage,i don't know how to explain it to you..i see a hurt child who needs love and acceptance.

Answer 1

If you're the owner, tell them to stick it where the sun don't shine. What horrible people. They obviously aren't that loyal. If they were, they wouldn't be losers and refuse for her to wait on them. Their loss, not yours.

Answer 2

There are millions of other people that can walk through your door as customers. The 'loyal' customers you have are FRAUDS !! They refuse to be served by this girl and expect you do ditch her from her job. WHAT A LOAD OF BIGOTS. How can you call these type of ignorant rogues loyal? They are the type of people who make my blood boil. Her boyfriend could do with a flogging as well.
This is one of the many problems of society these days. Too many people think that you should just through something that is beautiful within away because the outer layer is damaged. They will not look past a persons features to see that the one inside is a shining light that has an aura so strong that glows innocence and purity, and this is the importonce of personality, a personality that these people you talk of are lacking. Theirs is one of cruelty and selfishness, a dark aura that can not stand that someone else is important, hence giving them what they feel is their right to be cruel without being judged.
You are very noble for the acts you are performing for this young lady and you should be commended for them. I personally think that you know and have known the answer to this question before you typed it, though you seek more insight into different peoples reaction to the situation for your own satisfaction which is a good thing.
I could ramble all day on this topic, though I will not. You should tell these customers of yours to jump ship quick ! and keep doing what you think is right, though seeing that they do not want her waiting you are obviously in the food industry and if I was in your situation here is what I would do:

I would offer this young lady the chance to train with the chief chef out the back and become a chef herself. Not only will this serve to further her career compared to waiting, it also let's the shallow 'loyal' customers think that they have got their way and that the "gross girl" is gone, this will keep them coming back. (If they are long term customers they find that your food is best or your prices the fairest, you can sit safe in the knowledge that they are not there because of a loyalty to you) When she has learned some of the basics and is getting a handle on the meal preparation, let her prepare something special with the help of the chef and put it on the specials menu for the night, suggest it to your 'loyals' and ask if it was to their liking. When they agree it was a nice dish tell them it has been introduced by the new trainee chef and bring her out to indroduce her.
Watch the look on their faces as they find she has been cooking for them all this time instead of waiting.
This will reveal all the loyalty they hold.

Hope this helps.

Good luck to you and the young lady regardless of what happens, and thank you for being a compassionate and caring person. You are exactly what she needs in her life right now.

Answer 3

customers are extremely rude. I used to work at wal-mart for 6 summers in this small town where everyone knew everyone else. I wasn't exactly popular in the town compared to the other girls I worked with but I was a good employee and always tried to be friendly. I was constantly passed up by customers for the popular girls to wait on them which only made the day longer. Customers have their own problems; I realize that. However, the people they take it out on should not be the same people who are trying to be as friendly as possible. If you have customers coming up to you to specifically telling you she makes them sick... that's pathetic. You should tell them to go elsewhere. You are the good person here... you could've fired her because the customers wanted you and maybe they threatened to leave; but you didn't...you stood by her which is the right thing to do. You can sleep better at night knowing you're helping her and trying to erase the stigma that comes with that situation. Think how you would feel if you had fired her? People for some reason just say whatever they're thinking about at the time...they don't think if their words might hurt someone. In general, people fear things they don't know about. They have no idea how special she is and unfortunately for them, they never will. Who needs people like that?

Answer 4

Do this....Place a poster of pictures of what she's gone through and underneath it place a coffee can asking for donations for the reconstructive surgery. Alot of times people are just so ignorant whether something grosses them out or not, they don't stop to ask and don't care to take the time to learn why your employee is the way she is. Sometimes if you pull at their heartstrings, you win a little compassion from them as well. If they still had a problem with it, individually pull them aside and explain her situation(some people are just hard headed). And after all that, and they still complain, tell them they are free to take their business elsewhere because you believe in helping others, not hurting them.

You are doing a wonderful thing by the way. A REALLY wonderful thing. I worked in a job where my looks where a selling point and I had to have cervical surgery, which left me with a horrid scar on the front of my neck. I was fired for it because customers complained. I would have been lucky to have a boss like you!

Answer 5

First off you should be applauded for making such efforts to support the girl. There are very few people out there like that much less bosses!
Secondly, If it was me, when those customers that don't wish to be waited on by her came in I would give them the answer as publicly as I possibly could. Let them know that not only is their money not welcome in your establishment that THEY are not wanted there.

Answer 6

People are cruel but it is more cruel to put her in a position of having to wait on people in her condition. It isn't the customers fault and it isn't her fault. Do her and the customers a favor and let her work in another area until she has the reconstruction done.
If you love her like she were your own, then treat her like she were your own. Don't subject her to that humiliation. As far as your loyal customers, you owe them your loyalty for being who they are and helping to keep you in business for ten plus years. I would think without them your business would not be as profitable.

Answer 7

Simply because some people are cruel. This IS a bit tricky though...You will lose business if the face is that hard to look at. I assume you are in the food industry?? It's just a fact. Promote her!!

Answer 8

You may wish to put her in a different position if you feel that it would ease the problems caused by interactions with the customers. However, if your business is a restaurant, there may not be that many other places where you can put her. I would suggest that you keep her doing whatever it is she is doing now -- you say that customers refuse to allow her to wait on them any longer so I assume she is waiting tables -- but try to identify your repeat customers who have voiced this complaint and if you know them well, tell them you are sorry, "but this individual has a right to work just as other people do, and she will continue to be working in and around your table even if we assign another person to wait the table. " Then if they want another waitperson assigned they may get one if one is available but they will be made aware of the inappropriate nature of their request.

One thing you may wish to do is put her on the register more often. She will then see everybody who is going in and out of the door but will not have to deal directly with those people who have a problem ordering from her. Certainly I would talk to her and ask her if she is interested in pursuing another role within your organization or if she wishes to continue where she is at for the time being. Make it clear that you have no desire to see her leave, that you just want her to be happy doing her job, whatever that job may be.

Finally, I was able to discern from your message that the girl is now 18 (since you say about a year ago you hired her when she was 17). So, both you and her may be eligible for certain state-sponsored benefits. If she is not yet aware of it, you may wish to help her learn more about Work Opportunity Tax Credit (WOTC), which is designed to help qualified job seekers find jobs and to help employers who hire qualified job seekers by offering them a tax credit. Thus, if she temporarily were to leave your employment, then prove that she is eligible for WOTC and receive a Certificate stating such, and subsequently be re-employed by you, it is possible that you as the employer may qualify for a federal tax credit of up to $8,500 for hiring her, although you should carefully consult with her and / or her caseworker(s) on the matter before committing to any action.

If she fits into one of the following groups it is possible that she may qualify for WOTC.
A. Recipient of Temporary Assistance to Needy Families (TANF)
B. Veteran who is receiving food stamps
C. Economically disadvantaged ex-felon hired no later than one year after conviction or release from prison
D. 18-24 year old resident of an Empowerment Zone (EZ), Enterprise Community (EC), or Renewal Community (RC). (For more information about EZ/EC/RCs, visit http://www.hud.gov/offices/cpd/economicdevelopment/programs/rc -- a Conditional Certification form can be gotten from a welfare caseworker or a Department of Rehabilitation worker, though this varies from area to area)
E. Referred from Vocational Rehabilitation
F. 16-17 year old resident of an EZ, EC, or RC, hired as a summer youth employee
G. 18-24 year old food stamp recipient
H. Supplemental Security Income (SSI) recipient
I. Long-term recipient of Aid to Families with Dependent Children (AFDC) / TANF (this group qualifies for a special Welfare-to-Work tax credit).

To know if she is qualified she should go to the local EDD (Employment Development Department) and ask about the WOTC program -- EDD staff can then interview her to determine if she is eligible.

Answer 9

I admire your kindness. Few people would do as much. About those "loyal" customers, don't mind them. I bet you they wished they hadn't told you what they said the minute they walked out your store.

You left out what kind of store you run...

Answer 10

I think it depends on how well you are doing and if you can afford to lose these customers. If not, get her to do something else that does not involve customer service. Eg: If you run a retail shop, get her to order products in.