A Pizza Hut branch in Bournemouth asks five customers to pay upfront for their meals, because they were worried about the customers doing a runner, and didn’t like the way they looked. The customers were black. This appears to be have been the deciding factor.
Pizza Hut admits this is not company policy, leaving it to the discretion of the branch manager.
Full marks for wanting to empower your frontline staff, but how gormless is this? One store manager appears to make a call based on skin colour, a decision that now has the entire business scrabbling to deny racism charges. The customers were reasonably high-profile (young footballers at Bournemouth FC), and the story will be shooting up the Google rankings.
If you can’t stop your staff from making racist judgement calls, ask everyone to pay upfront; it works for Nandos.