How do I handle repeat offenders?

Dear Ryan,

I work at a coffee shop.

There is a guy who lives in the woods nearby.

Most days he will come in and buy a small coffee and sit around for a while.  That is cool.

What is not cool is that he keeps asking other customers for money.

When we ask him to stop he gets loud, so many of the staff ignore it until someone complains.

Any advice?

Sylvia

Someone who breaks the same rule repeatedly can be especially frustrating.

I wish I could offer you a magic spell that would stop it immediately, but I don’t have one.

I do have a 2-part process, though…

PART 1:  WHEN HE IS BREAKING THE RULES

When this gentleman asks someone for money, you should ask him to stop (or ask him to leave if that is your policy).

It is important, though, that you and your coworkers do it:

• IMMEDIATELY

Don’t wait until a more convenient time.

• EVERY SINGLE TIME

Don’t ignore it when you are busy or let it slide when you are too tired for the hassle.

• RESPECTFULLY

Being hostile is never helpful, not even with repeat offenders.

This will show him that it is easier to follow the rules than to break them.

PART 2:  WHEN HE IS NOT BREAKING THE RULES

Part 1 is about how to get him to stop breaking the rules.

Part 2 is about how to get him to stop breaking the rules WITH LESS CONFLICT.

It requires you to do something when he is NOT breaking the rules.

It may sound strange, but you should:

• Be FRIENDLY.

Specifically, I recommend that EVERY SINGLE TIME he comes in:

1. Greet him.
2. Use his name.
3. Ask him how his day is going.

Consider this…

If the only time you talk to him is when he breaks the rules, 100% of his experience of you is negative. 

Friendliness when he isn’t breaking the rules changes how he look at you when you do have to enforce the rules:

• It shows you aren’t picking on him. 

• It shows you aren’t an everyday sadist who uses the rules to humiliate him.

Try it!  It works!

peace,

Ryan