The Customer Speaks

I am sure you have heard about the recent "layoff" of an Owen Sound Ontario employee who shaved her head to donate the hair for a Cancer fundraising. It would be almost impossible to miss unless you were on a deserted island.

In spite of the fact that the events took place in a northern Ontario community, I have read coverage on all the major US news feeds and even in the UK. Clearly this situation got people's attention.

However, I think the most telling quote was from the owner, "the public outcry has been devastating to the restaurant and has upset the other employees". He goes on to say that he wished they could have sorted something out before she went to the media.

I guess he still doesn't get it. It should have been sorted out before he made the statement. He sees the problem being that his behaviour was actually held up for scrutiny, not that his initial behaviour was inappropriate.

How often do we hear about companies that talk a good game, but when the rubber hits the road, they don't walk the talk.

If this company culture was one that put people first, do you think his initial decision would have been to send her home for the summer. The initial decision is the one that gives us the insight into the culture, not the belated apology.

Now, the people have spoken and I am sure that the business will pay the consequences. Would you go to a restaurant that treats its employees with such disrespect? Would you expect good service from employees who are treated so poorly?

So even if the product was great, the experience can overshadow the product to such an extent that it defines the brand.

A real life example we should all reflect on from time to time.

Cheers!