Since our first jobs, we were programed to believe, “the customer is always right” and to know “which side the bread is buttered on.” This can be dangerous when the customer is completely out of line. There are plenty of situations where the customer is dead wrong and abusing their power. We are hardwired to believe otherwise because that’s what we are taught as soon as we enter the workforce – to treat clients with respect and to make them happy. However in situations where a client is being unreasonable or disrespectful, companies have an overriding duty to protect their employees and to not permit, as well as prevent unwarranted harassment. This is true under California law as an employer may be liable for the behavior of a customer. Employers can’t just stick their head in the sand.
While clients might not intentionally try to cause problems or have malicious intentions, if their behavior is not in line with the company’s values, it is sometimes absolutely essential to say “no” in order to protect yourself or your team. Company culture is not just about how you work together, it is what you also allow clients and customers to get away with. There is no money worth putting your safety or the safety of others at risk.
