I work in retail so I deal with similar things. Sometimes another manager makes a decision I disagree with. As managers we all have to make exceptions so if they made an exception I disagreed with, I still have to take that precedent into account even if I disagree with it. I can’t imagine handling it the way he did. Even if I didn’t notice the other kid and thought I was doing the right thing, as soon as it was pointed out, I have to take the L and let them in. It’s hard to admit you made a mistake, but you can’t be that stubborn. It’s not even a mistake in the traditional sense, but Official Let’s Face It I Was Crazy Before The Cats Shirt changing your mind isn’t a weakness.
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There are some cases where one mistake doesn’t mean you have to make another by making a second exception, but in this case, he should have. Customer service is easy. Treat customers how you would want to be treated. If I was with family and saw another family dressed the same, I wouldn’t be happy if we weren’t allowed in. It’s reasonable for the customers to feel wronged so I’d fix it. Wait, are you suggesting that we just go around respecting each other and empathizing with people regardless of skin tone as though we’re all the same species or something? That’s Official Let’s Face It I Was Crazy Before The Cats Shirt wildly unorthodox, but I feel like you might be onto something.
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Yup. As a manager who supervises staff, I’m reminded quarterly by HR that I am not allowed to fire, suspend, or formally discipline any employee without first consulting HR and receiving a response. The furthest I can go is ask them to leave the property if I believe they’re a threat to themselves or others. (If they’re ultimately not fired, they’re usually compensated fully for the rest of the day.) Like they say, “HR isn’t there to protect you, they’re there to protect the company.” I have seen employees benefit from their actions, but ultimately, it’s because someone’s contract Official Let’s Face It I Was Crazy Before The Cats Shirt was violated and they asked the contract to be honored.