WE are living through some very strange times. The reasonably stable world we once knew, seems to have been turned upside-down.

Maybe that is why some of our guests in recent times have behaved in ways that have shocked us.

Of course, yes, the vast majority of people are polite and appreciative, and we love them for it, but the minority who are rude and abusive can ruin your day.

Those moments overshadow the lovely moments we have with many of our guests, which is such a shame.

Sadly, unpleasant behaviour seems to be increasing, as many who work in the hospitality industry attest to.

The triggers for aggression can be something as simple as someone calling to book at the last minute, only to discover that we are fully booked.

Popular places often are, and it seems reasonable to book in plenty of time or take it in good spirit if you are too late. But no, this fact can unleash a tirade of invective.

Our staff have been subject to personal insults at times, for example, if a demand for free food is turned down.

On other occasions, staff have been threatened with a bad review if they don’t provide a freebie of some description.

I find it heart-breaking when members of my team are upset. I know how hard they work, and the effort they go to making the Riverside a warm, welcoming place to visit, with tip-top food and service, and a happy atmosphere.

I always think we should be respectful of the people who serve us, be that someone at a shop till, someone delivering a parcel, or the person cleaning at the service station.

I also feel very strongly that we should not accept abusive behaviour as ‘normal’ and just ‘part of the job’.

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In a time of turmoil and conflict, one phrase stands out for me: In a world where you can be anything, be kind.

ANDY LINK

RIVERSIDE INN, AYMESTREY