Unruly and unwanted guests at your virtual reality establishment

Hospitality and entertainment businesses have the difficult task of managing guests who may not always feel like acting like their best self.  Small businesses do so not only to manage the customer service experience but because unruly guest can pose a danger to themselves and others.  But doing so with respect and compassion ensures that you also don’t open your small business up to unnecessary litigation.

1. Plan- consider your company culture and your brand.  Consult with an advisor to understand your rights under the law and then outline your business’ responses to these situations.  From cursing guests to sleeping guests, have a response and a response to their response.  Planning your response out standardizes your response and decreases the likelihood of any successful litigation.

2. Train- Hopefully, these incidents are rare.  But because they are rare, the finer points of managing these guests may be lost if employees are not regularly trained.  In addition, training beyond the book like role-playing also helps build the muscle and gives the language of how to respond to these situations.  Since your small business will be accountable for even their off-

VR Reality businesses insurance needs

the-cuff reactions, be sure they have been trained and don’t have to make it up themselves.

3. Assign- let’s be honest, just like dealing with an unruly child, dealing with an unruly guest is a gift.  If you are fortunate enough to have a guest whisperer on your staff, identify them as the goto point person for this type of incident.

Workplace violence or assault and battery insurance coverages can provide some protection if things go wrong.  If you want to discuss this matter further, feel free to reach out.