When the Customer Isn't Always Right: Handling Workplace Harassment Complaints Inspired by White Lotus

March 2025

If you’ve watched White Lotus, you know that the interactions between guests and hotel staff can be uncomfortable—sometimes even downright abusive. The show brilliantly captures an unfortunate reality: employees in customer-facing roles are often expected to endure inappropriate behavior from customers or vendors to keep business relationships intact.

But what happens when an employee reports harassment by a customer or vendor? How should companies respond?

A Legal and Ethical Obligation

Many organizations have robust policies against workplace harassment between employees, but they may be less prepared when misconduct comes from an external party. Employers have a duty to provide a safe work environment, which includes protecting employees from harassment by customers, clients, or vendors. Ignoring or minimizing complaints can expose businesses to legal liability and erode workplace culture.

Key Steps for Handling Complaints

1. Take Reports Seriously

   Just as you would with internal harassment complaints, respond promptly and thoroughly to allegations involving customers or vendors. Companies should not disregard a complaint because the accused party is a paying customer or valuable business partner.

2. Investigate Objectively

   Conduct a fair and impartial investigation. Speak to the affected employee, gather evidence, and, if appropriate, interview witnesses. While you may not have the same authority over an external party as you do an employee, you can still take meaningful steps to address the issue.

3. Communicate and Protect

   Let your employees know their safety matters. If a customer or vendor is found to have engaged in harassment, consider actions such as restricting their access, reassigning employee interactions, or even severing the business relationship if necessary.

4. Strengthen Policies and Training

   Ensure your anti-harassment policies specifically address misconduct by third parties. Train managers and employees on their rights and responsibilities when dealing with inappropriate behavior from customers or vendors.

A White Lotus Lesson for Employers

One of White Lotus’s most unsettling themes is the power imbalance between guests and staff. Employees in service industries, particularly those in lower-wage positions, may feel pressure to tolerate mistreatment to avoid conflict or retaliation. As an employer, your response to complaints sets the tone: Are employees truly protected, or is the business relationship prioritized over their well-being?

Organizations that take a stance against external harassment foster a culture of respect, safety, and trust. Further, employees who believe their concerns are addressed are less likely to seek legal counsel and file a claim.

If you’d like guidance on handling workplace investigations, I’d be happy to help.