Some legal advice concerning unruly customers
Hey folks,
I'm from a coffee shop up in Vancouver, BC, which you probably already know is hosting the 2010 Winter Games in a couple of weeks. Our store is hosting an Olympic torch, and the building complex we're part of is an official games-watching venue. The problem is, we've already become the target of some covert anti-Olympic protesters, who've attempted to post stickers and signage on our doors and walls; one person even went as far as locking everyone out of the men's washroom and leaving the hot water tap on (we didn't notice for hours - no wonder we ran out of hot water)!
Here's my question: is it possible to tell customers to get off our premisees if they start spouting their anti-Olympic verbal sewage to other customers in the store? I suppose it's a fine line between freedom of speech and harassment, but if they're trying to make us look bad, what is the *legal* course of action to take? (I mean, they could be armed with a wooden signpost and some cardboard, but I have at my disposal: sharp, pointy knives, heavy, blunt porta-filters, corrosive cleaning agents, scalding hot water, and some kung fu training. But I'd like to solve things peacefully! That, and my manager would be none-too pleased if I started to whip out the martial arts while on shift.)
I'm from a coffee shop up in Vancouver, BC, which you probably already know is hosting the 2010 Winter Games in a couple of weeks. Our store is hosting an Olympic torch, and the building complex we're part of is an official games-watching venue. The problem is, we've already become the target of some covert anti-Olympic protesters, who've attempted to post stickers and signage on our doors and walls; one person even went as far as locking everyone out of the men's washroom and leaving the hot water tap on (we didn't notice for hours - no wonder we ran out of hot water)!
Here's my question: is it possible to tell customers to get off our premisees if they start spouting their anti-Olympic verbal sewage to other customers in the store? I suppose it's a fine line between freedom of speech and harassment, but if they're trying to make us look bad, what is the *legal* course of action to take? (I mean, they could be armed with a wooden signpost and some cardboard, but I have at my disposal: sharp, pointy knives, heavy, blunt porta-filters, corrosive cleaning agents, scalding hot water, and some kung fu training. But I'd like to solve things peacefully! That, and my manager would be none-too pleased if I started to whip out the martial arts while on shift.)
Replies to This Discussion
-
Permalink Reply by Jared Rutledge on
-
i don't know about canada, but it's my understanding that here in the US a business owner has the right to kick out whoever he or she wants. it's a private business, you can pick your customers. hence LA clubs having bouncers that only let in certain hot girls. obviously a coffeeshop kicking out most people on a regular basis isn't good for business, which is why you wouldn't do it. but assuming canada is legally similar, a simple "please leave and don't come back, if you do i will have you arrested for trespassing" should suffice.
-
Permalink Reply by Brady on
-
I'm not an attorney, and suspect that those in this community would advise you to contact your attorney with legal questions. I think that's probably a good idea if you are concerned about the legality of one of your practices.
Here's my thoughts on the matter...
We have a shop policy that prohibits solicitation of customers. This applies to politicians, sales reps, anyone that would otherwise disturb our customers. If we observe people violating it, we politely inform them of the policy, tell them why we think they were violating it, and ask them to stop. Some people will just stop and apologize, others will become belligerent, threatening to tell all their friends or trash us online. Be calm, firm, and professional. Sometimes we'll take down quick notes after they leave: date, time, what happened, and who was there to witness it.
I think that this would probably be a good time to make sure all employees understand your shop's policy on solicitation, printed material, and disruptive behavior. Make policy and enforce it equitably.
Perhaps you could designate a certain area for leaflets to contain the mess? Then, if someone is posting stuff on the walls, politely direct them to the appropriate location (some of your customers may be interested in their message, by the way). If they don't listen, ask them to leave.
Has the city distributed any sort of pamphlets to help you prepare for this situation? Ask around, perhaps there is someone within the Olympic organizing committee or city offices that has been designated to help with this issue that could provide guidance?
-
Permalink Reply by Mike McGinness on
-
From the dawn of time coffeehouses were a center for discussions and debate. Whether your shop chooses to allow open dialog of opposing points of view between patrons is entirely up to your shop. Regardless, unruly behavior and vandalism should be dealt with firmly and swiftly, and if need be legally.
-
Permalink Reply by Jason Shipley on
-
What on earth does locking a men's room and running the hot water have to do with the Olympics? People are nuts. You probably don't have to pay to consult an attorney. I'd bet there is a city Olympic liaison that could give you some guidance for free. Maybe start with the local police department and see if they can point you guys in the right direction.
-
Permalink Reply by Julian Gan on
-
Thanks for all the advice, folks; it's given me a something to think about. I'll consult my manager on what are the appropriate courses of action to take when such people are around; I forsee a staff meeting in the near future to inform us of Olympic protocols and such!
And yes, I don't know what some of these people are thinking by being pains-in-the-rear. I might even agree with some of their viewpoints on certain issues, but I leave all of my baggage at home when I go to work, because that's the professional thing to do. While we are a store that promotes community involvement and activities (we have a big bulletin board for community-based events), I'm not sure whether it would be hypocritical of us to allow anti-Olympic events posted on that same wall when we have the Olympic torch sitting in the store front.
-
Permalink Reply by Rand Flory on
-
Jared is pretty much spot-on for US options. Canada may be different, so you may need to check, as he said.
Your legal standing would be much enhanced if you had a sign saying something such as "Disruptive behavior is not acceptable. Violators will be asked to leave." If someone is disruptive, you have the right to ask them to leave (sign or no sign). If they refuse to comply with your request, at that point they ARE trespassing and the police should be called. Although you have a business with public access, the public does not have the right to break your rules.
Under NO circumstances should you ever touch anyone. That would be assault. Stay calm, be firm, act politely, never raise your voice, and treat the folks with respect, calling the disruptors "Sir" or "Ma'am," no matter what you think of them.
People who are disruptive frequently have more problems than are showing on the surface and they are all too often actually looking for a fight, either verbal or physical. They want to be challenged so they can escalate their message. As Brady said, "Be...professional."
There is a lot of good info in all of the other answers. It would be good to discuss this with your managers before the need arises.
-
Permalink Reply by Marek on
-
Please be EXTRA CAREFUL with your condiments. It might be a good idea during this next little while to move all sugar, creamers, etc. behind the counter and provide them as the customers ask. It's a shame to have to think it, but they could mess with those items.
As a rule (and it's a good rule) we never put sugars or sweeteners back in the condiment stand... we often get people who will take 6 packs of sugar... use three ... and leave the other three sitting on the table.
Call me overly cautious but ... those sugar packs have been out of our control... they go in the trash...
I'd much rather that than ... heaven forbid the alternative.
Just sayin'... oh and yes, as a private establishment you can make your own rules on both the north and south side of the border... you can say you don't like people in blue shirts and refuse them service... you can refuse service to ...anybody... and ask anybody to leave for... any reason you can think up.
They might sue you... but you never-the-less have every right to do as you please in your place of business.
Cheers
Marek
-
-
Haha I was kidding about bustin' out the kung-fu. The thought will remain forever trapped in my daydreams, because I've been in the customer service industry long enough to know that it's never worth losing one's professionalism to put their job's reputation on the line for a simple scuffle over a minor incident. At the very most such a person would get from me, is a 35-second shot in their drink.
In my 1 1/2 years working at my current shop, I don't think we've every turned away more than 1 or 2 customers; we're situated in a suburb-like community; not in the heart of downtown Vancouver itself, but rather across the bridge, nestled away in a valley. Thus, the occurrence of scoundrels are few and rare, but I'm expecting those numbers to increase once the world's eye is drawn to the community.
In an idyllic world, I'd like to consider these to be isolated events; however, the games have become such a controversial issue for some Vancouverites. Our city has established "Free Speech Zones" for people to protest freely, so I would hope for the sake of rational minds that our patrons - both regular and visiting - will understand to maintain public decorum when in official Olympic venues.
-
Permalink Reply by Eric Hammond on
-
In my experience, that is what they want. They want to be forcefully removed from something. That gives them bragging rights, "Hey, those jerks down at So-and-So coffee shop threw me out! See how wrong they are and how right I am?!" As far as I know, at least down here in the States, I have the right to ask anyone to leave if I think they are bothering my paying customers. If they didn't buy anything, then I have no problem asking them to leave. I've asked people to go home and take a bath before returning to my shop. I've asked Christians (I am a believer that owns a coffee shop. I do not own a "Christian coffee shop") to hold their meetings elsewhere. I've always been as nice as I could. But I've had people get mad and scream at me. As far as free speech, I'm rather liberal on that. Say what ever you want as long as no one is hurt without just cause (IE: No child porn or slander). They have the right to say, think, do what ever they want as long as they are not in my shop.
As far as your legal stuff. Sorry. Can't help you. Call the police and aks them. Ask a off duty officer to stop by from time to time to keep people under control. Offer him a free coffee or something. Maybe that helps. Maybe not.
-
Permalink Reply by Fraser Jamieson on
-
The bodega owner, three doors west of us, was charged with assault after he grabbed a shoplifter. I'm not kidding.
The night manager of the store across the road from me was dragged out and clubbed over the head. He swung back. He was charged because the police couldn't run fast enough to catch the robbers.
In Canada, you either have to call the police...and do nothing, or, do something, and make damned sure no one calls the police.
Barista Exchange Partners
Barista Exchange Friends
Keep Barista Exchange Free
Are you enjoying Barista Exchange? Is it helping you promote your business and helping you network in this great industry? Donate today to keep it free to all members. Supporters can join the "Supporters Group" with a donation. Thanks!
© 2024 Created by Matt Milletto.
Powered by
