It is perhaps something that, as an employer, you wouldn’t consider – having to protect your employees from being ‘targeted’ by a client or customer. However, a recent incident involving one of JCS HR’s clients highlighted how this can significantly impact on the individual, and how businesses need to ensure they have policies in place and take decisive action. A number of key points arose from this incident, which provide useful pointers for other companies who may have staff in similarly potentially ‘vulnerable’ roles. 1. Have a clear policy – actively supported by senior managers, which makes it clear that this kind of behaviour will not be tolerated. 2. Include some guidance on this subject in your induction training. 3. Ensure that staff feel comfortable raising their concerns. 4. Make clear that the safety and security of your staff is your top priority – the loss of sales from one customer will rarely outweigh the potential costs of failing to support your staff. These can include bad PR, loss of staff confidence and, worst of all, ill or injured employees. 5. Provide clear advice to staff on how to handle these situations and provide support mechanisms – other members of staff or colleagues, contact phone numbers etc. 6. Make clear to the person involved that their behaviour is not acceptable and that it must stop. 7. Build strong teams who will support each other and who can help to prevent matters from escalating.

1. For media information please contact Jenny Green @ Smart Arts on
07545 696713 / 01484 685544 or
email jenny@smartarts.co.uk
How to Protect Employees from Unwanted Attention!
It is perhaps something that, as an employer, you wouldn’t consider
– having to protect your employees from being ‘targeted’ by a
client or customer. However, a recent incident involving one of JCS
HR’s clients highlighted how this can significantly impact on the
individual, and how businesses need to ensure they have policies in
place and take decisive action.
Julie Sykes of JCS HR describes the incident in question.
“The incident involved an employee who works on a beauty counter in a large store who was ‘targeted’
by a customer. The customer came into the store on a daily basis, and insisted on seeing this particular
consultant and, over a period of time, tried to involve her in increasingly personal conversations,
repeatedly requesting that they meet outside the store.
Understandably the employee became increasingly uncomfortable and eventually quite fearful, but did
not want to offend the customer. She was initially reluctant to raise the issue with her employer but, when
she did bring it to their attention, they were extremely supportive and took decisive action to deal with
the issue.
The employee was given a specific ‘script’ to use whenever the client came to the counter or
telephoned her, and her colleagues and store security were also briefed on what support they should
give if needed. By following this action plan, the customer in question was left in no doubt that her
attentions were unwelcome and she stopped visiting and calling within a few days. By acting decisively –
hopefully – the issue is now resolved.”
A number of key points arose from this incident, which provide useful pointers for other companies who
may have staff in similarly potentially ‘vulnerable’ roles.
1. Have a clear policy – actively supported by senior managers, which makes it clear that this kind of
behaviour will not be tolerated.
2. Include some guidance on this subject in your induction training.

2. For media information please contact Jenny Green @ Smart Arts on
07545 696713 / 01484 685544 or
email jenny@smartarts.co.uk
3. Ensure that staff feel comfortable raising their concerns.
4. Make clear that the safety and security of your staff is your top priority – the loss of sales from one
customer will rarely outweigh the potential costs of failing to support your staff. These can include
bad PR, loss of staff confidence and, worst of all, ill or injured employees.
5. Provide clear advice to staff on how to handle these situations and provide support mechanisms
– other members of staff or colleagues, contact phone numbers etc.
6. Make clear to the person involved that their behaviour is not acceptable and that it must stop.
7. Build strong teams who will support each other and who can help to prevent matters from
escalating.
The advice provided by JCS HR in this instance helped to resolve the situation speedily. If you have any
similar issues or concerns, contact Julie on 01484 602708.
For more information on JCS HR visit http://www.jcs-hr.co.uk or call 01484 602708. You can also follow
Julie at http://www.twitter.com/@HRJulie.
-ends-
Notes to editors:
• Julie Sykes has worked in the human resources industry for 25 years and celebrated 10 years
running her own consultancy in 2012.
• JCS HR Consulting is based in Huddersfield and services Yorkshire and Manchester areas.
• JCS HR provides consultancy across all sectors including manufacturing, government, media,
financial services, medical and engineering.
• JCS HR has provided consultancy for groups of up to 1000 people.