We’ve all heard the phrase, “The customer is always right.” But what happens when a customer, client or vendor’s behavior crosses the line into harassment?
Many North Carolina employees are surprised to learn that their employer still has a duty to protect them, even when the person causing harm isn’t on the payroll. Your right to a safe workplace doesn’t disappear just because the harasser is a paying client.
Protection extends beyond your coworkers
If you work with outside parties in your job role and encounter harassment, you are not alone. Too many people interact with a client making sexually suggestive comments, a vendor engaging in unwelcome physical contact or a customer who repeatedly sends inappropriate messages. If you find yourself in this position, reporting it to your supervisor right away is crucial.
Under the law, your employer must provide a work environment that is free from hostility and harassment. This responsibility isn’t limited to the conduct of supervisors or fellow employees.
In other words, an employer can be legally responsible for the actions of third parties if they knew or reasonably should have known about the harassment and failed to take effective steps to stop it. The key is their awareness of the problem and their response, or lack thereof.
What should your employer do?
Simply saying, “We can’t control our clients,” is not an acceptable response. Once you report the issue, your employer should take action to protect you.
The best course of action depends on the situation, but it could include:
- Speaking directly to the harassing customer or client about their inappropriate conduct
- Reassigning you or another employee so you no longer have to interact with that person (unless doing so would serve as a punishment)
- Ending the business relationship with the client or banning them from the premises
The main point is that your employer cannot ignore the problem. Their failure to take reasonable steps to end the harassment is what creates accountability.
Protecting yourself and your career
Your employer’s duty to ensure a safe workplace includes protecting you from harassment by non-employees you encounter as part of your job. Understanding this right is essential in holding the responsible parties accountable and ensuring your work environment is safe and professional.