Customer Satisfaction Employee Privacy

The manager’s office was in the same hallway as the pay phone. Another day, while I was on the pay phone, I couldn’t help but overhear the manager disciplining an employee. That, of course, is something that should be private between a manager and the employee.

Treating disciplinary action privately is fair and respectful to the employee. Also, if customers overhear disciplinary action, it can reflect badly on the reputation of the facility. It may bring problems to the attention of the customer that the customer did not notice before. Also, it cannot be determined how the customer will react to the information or what he or she will do with it.

Sometimes it is necessary to correct an employee in public. For example, if an employee is about to give a resident the wrong item. It is critical to correct the employee in a very professional manner and as quickly and quietly as possible. Further discipline, if warranted, can be done later, in private.