The Incident That Unfolded
“A prostitute is a black woman wearing a skirt and high heels.”
He sat down, and I was stunned into silence. I responded, “Okay, so I am a black woman, wearing a skirt and high heels right now. Does that make me a prostitute?”
He stuttered, “No… no, Madam, not you, but…”. Then he sat down, looking utterly miserable. Poor man. If the ground could have opened and swallowed him whole, I think he’d have welcomed it.
This was during a training session (Eliminate bias in customer service) for a hotel’s security team. I had asked for volunteers to share their definition of a prostitute. This man had bravely volunteered, not realizing the landmine he’d stepped on.
I continued, “So, if she were wearing trousers or arrived in a car, or was not black, then she wouldn’t be considered a prostitute and would have been allowed access, right?” The room filled with discomfort. There was a lot of mumbling, and no one dared to answer, afraid of insulting me further.
Unveiling the Bias
This training was prompted by a rather embarrassing incident for the hotel. The wife of a director had been turned away at the entrance by a security guard who thought she looked like a prostitute. He explained that the hotel “did not allow access to prostitutes.” The backlash from this incident led to the training session.
But what were we really addressing in this training? Was it just about poor customer service, or was it deeper—racism, prejudice, and bias? Or maybe it was about understanding who qualifies as a “desirable customer.” And what about the policies guiding such decisions? Did they even exist?
The glaring issue was how the security staff’s perception influenced their behavior. They were making decisions based on personal biases rather than any clear company policy. This led to discriminatory outcomes and poor service experiences.
The Role of Preconceived Ideas
This hotel was a beach resort known for its family-friendly environment. The security team’s mandate was to prevent anything deemed “non-family-like.” But in their eagerness to maintain this image, they made decisions based on their own prejudices. To them, anyone fitting their mental picture of a prostitute was denied entry.
Why Clear Policies Matter
One of the most glaring problems was the lack of a clear policy for handling guests, particularly those arriving on foot. Without documented guidelines, the staff relied on personal judgment—judgment clouded by bias. With a clear policy, the security team could have handled the situation better, perhaps by verifying the guest’s identity in a respectful manner.
Establishing Documented Policies
Clear policies are crucial for maintaining consistent standards and avoiding biased behaviour. They reduce guesswork and prevent staff from making decisions that could offend or discriminate against guests. In this case, without a proper policy, personal biases dictated the actions of the staff, leading to discriminatory behaviour.
The Need for Adequate Training
Once proper policies are in place, it’s essential to ensure staff training on these policies. Judging by how the training unfolded, this hotel—and perhaps many others—could benefit from comprehensive customer service and sensitivity training. Bias, especially racial bias, is unacceptable. Decisions should be grounded in documented company policies, not personal interpretations.
Clear procedures should guide staff on how to handle uncertain situations, thus eliminating bias in decision making and subsequently ensuring every customer is treated with dignity and respect. While organizations have the right to determine their clientele, it must be done fairly and equitably, maintaining respect for all.
Final Thoughts
At the end of the day, every guest should feel welcomed, respected, and valued, regardless of personal bias. Policies, adequate training, and a commitment to customer service excellence can help achieve that.
Call to Action
If you found this piece insightful, head over to I-solf.com for more on customer service, training, and how we can create better experiences for everyone. Let’s keep the conversation going—what are your thoughts on bias in service industries?