Racism. Scenario 13 of 14. Customers

I want someone English

You are a shift supervisor in a pharmacy. A customer comes to the counter, where your colleague Farid is serving. She looks past him and says to you, "I'd rather be served by someone English."

Farid was born in Bradford. He goes very still.

What is the best call?

Step in and serve her yourself, to keep things calm.

Not the best call

It is the quickest way to end the moment, and it tells Farid that the shop will go along with a customer's prejudice. You have made her demand work. He is left standing there, replaced.

Say calmly, "Farid is the person serving at this counter, and he will be happy to help you." If she refuses, she can choose to leave.

Good call

You have backed your colleague, in front of him, without a row. She still has a choice. It simply does not include picking staff by race. Afterwards, check in with Farid and record what happened.

Ask Farid whether he would mind swapping with you.

Not the best call

It puts the decision, and the discomfort, on the person who was just insulted. In front of the customer, he is unlikely to feel he can say no. He should not have to step aside for this.

Tell her she is a racist and order her out of the shop.

Could be better

You are standing up for Farid, and she has earned a firm answer. But shouting it across a pharmacy can turn him into a spectacle. A calm refusal does the same job, and leaves her to decide whether to stay.

The principle

A customer does not get to choose staff by race, and an employer should not help them do it. Back your colleague openly and calmly, then ask them how they are.

If this has happened to you, or you have seen it

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