Recently, a video showing a Jamaican hotel worker in a brawl with a contentious guest went viral on social media. It is alleged that the female guest, a black American, threw water in the worker’s face during a verbal altercation between them.

This incident has spawned vigorous debate — on one hand, some believe the worker should not have responded in the way she did and ought to be fired, while on the other hand many people felt she acted within her rights after being assaulted in the first instance.

This controversial scenario brings into sharp focus the potent question of whether the customer (in this case a guest) is always right no matter the circumstances. The latest reports are that the worker was scheduled to meet with her employers, but so far the outcome of that encounter is unclear.

In the meantime, it is no secret that workers in the hotel sector of this country, in many instances, have had to endure insults, demeaning circumstances, as well as outright verbal, sometimes physical, assault because they are expected to kowtow to the guests.

In this vein, there are two sets of highly cantankerous and overly demanding guests that come to mind, and ironically they are both of dark pigmentation. The first is the black American, many of whom, especially the females, are loud, boisterous, and quarrelsome. Indeed, it is an open secret that some resort properties tend to shun such individuals, not just on the basis of their skin colour but because of their boisterous behaviour. Among them is a special group that usually comes during the summer season. These are single women who come in large groups, hence they are called “groupers” by adventurous young men who see them as easy targets for sexual dalliances and other exploitative pursuits, including drug pushing or even long-term romantic encounters ending in marriages. But I digress.

Let’s get back to the whole business of customer service. Richard Podolsky, a Forbes Business Council member, argues that, “The customer is the foundation of any successful business. Without satisfied customers a business will not thrive. This is why customer service and customer support are such important aspects of any business. The ‘customer is always right’ philosophy suggests that businesses should prioritise customer satisfaction above all else and do everything in their power to ensure that their customers are happy. However, this philosophy has faced criticism and controversy, with some arguing that it places too much power in the hands of the consumer and can lead to businesses sacrificing their own principles and values in the pursuit of customer satisfaction. So, in my opinion, it’s important for businesses to strike a balance between prioritising customer satisfaction and standing firm on their own values and principles.”

Incidentally, a colleague of mine has posited that it is likely that, that female hotel employee might have reacted differently if the guest who attacked her were white. Hmm…food for thought. And this reminds me of an incident many years ago at another hotel involving a young waiter. Through my instrumentality, he got the job, and I was very happy for him because he hailed from one of Montego Bay’s inner-city areas where crime and other illicit behaviour were more attractive propositions rather than working at a nine to five job. But his girlfriend was pregnant so he needed to earn some “breads” to take care of her and the baby.

Well, he started working at that property and he kept in touch with me. He was a happy young man because apart from his basic salary, he was the beneficiary of generous tips, especially from the female guests who were attracted to his charm and physical attributes. One afternoon, while on a room service assignment, a series of loud screams emanated from the room of the guest he had gone to serve. The manager on duty and another member of staff headed to the room, and when they burst inside, both the young waiter and an ageing white female tourist were in the throes of a quickie. He was fired on the spot and told to leave the property while the guest — no doubt a satisfied customer — was left unpunished and unscathed.

A few days later when the young man came to see me at my office, in tears and bewilderment he opined, “But, boss, mi no see what mi do wrong. A she put question to me so mi just decide fi provide di service.” Especially in the hospitality sector, while it is the usual official policy that staff should not in any way intermingle with guests, it is a common practice for all kinds of shenanigans to go on and, unfortunately, because the guest (customer) is always right, it is the employee who gets shafted (no pun intended).

In this regard, there have been several instances in which female guests have complained that they have been raped by a staff member when, in essence, it was a case of being caught red-handed. Incidentally, some guests are known to deliberately lie that they have been robbed and the unsuspecting property management extend their stay or reimburse them without sufficiently investigating their claim in the ill-advised belief that the “customer is always right”.

Of course, in the wider Jamaican context, it is regrettable that customer service is extremely poor. Perhaps the only sector that enjoys excellent customer service is the tourism industry, which explains its impressive successes, especially in the area of repeat guests. After all, Jamaicans are known for their legendary warmth and hospitality, and it is said that one of if not the greatest reasons tourists love Jamaica is the people. Jamaica, no problem, man!

But, ironically, these same Jamaicans who go out of their way to be nice to the tourists do not necessarily show this level of love and respect to their fellow citizens. And this attitude is perpetrated in government offices, shops, stores, banks, hospitals, tax offices, and just about everywhere that good customer service should be the order of the day.

In the meantime, let us hope that female employee keeps her job after being counselled by her management. The customer is not always right!

Lloyd B Smith has been involved full-time in Jamaican media for the past 47 years. He has also served as a Member of Parliament and Deputy Speaker of the House of Representatives. He hails from western Jamaica, where he is popularly known as the Governor. Send comments to the Jamaica Observer or lbsmith4@gmail.com.