We asked “How do you handle fuel mixes at your site?”

Here are the results:

• 90% of you indicated that costs are deducted from the attendant, however some noted that this is only done if it is clear that the attendant was negligent
• 80% of you indicated that you hold a disciplinary hearing in the event of a fuel mix, however some indicated that the employee will get a warning letter for the first offence and a hearing for the second offence
• Most respondents indicated some or all of the following:
  • First establish if the engine was started and if the vehicle was driven, if not the damage would be far less
  • Listen to the customer’s version of events and try to accommodate the customer
  • Check if the tank was marked in any way e.g. a sticker indicating the type of fuel required, if so, the attendant is generally at fault
  • Draining the fuel from the customer’s vehicle, if the customer gives permission, or
  • Tow the vehicle to a local workshop or to the car makers workshop if one is nearby and definitely if the car is still under warranty or maintenance plan

Whatever your code of conduct stipulates at your site, keep the following in mind:

• Disciplinary steps should be applied fairly and consistently; that’s where your Code of Conduct comes in. It provides a point of reference for your disciplinary process. If you are ever accused of acting unfairly, you can show that you have a Code of Conduct that is applied the same for all employees.
• When giving an employee a warning letter, you should make the employee aware of the possible consequences of another transgression. I.e. what will happen if the employee does it again. Sometimes, we give the warning letter, but forget to “warn” the employee and make sure the employee understands the implication if he/she commits the same offence again. The best way to make sure if the employee understands is to ask them to explain it back to you again.
• Every transgression will have mitigating and aggravating circumstances which may affect the final sanction. Make sure that the employee understands this. Mitigating circumstances are reason why a less severe sanction (punishment) should be given and aggravating circumstances refer to reasons why a more severe sanction should be given.