Second question: One of the sons hanging around the school said something that made me go and put up a yellow flag.
This is really vague, so I have no idea what the issue is.
If you think the son is a danger to himself or others, you need to address this with the owners. Be calm, be matter-of-fact, point out potential liability. And, sadly, be prepared for the owners not to believe you. And possibly fire you.
Great Camlan, thank you. To the last part, sorry I'm being vague, but I do think mental illness is involved, and you're right, I don't think that will go over well at all.... "I think your son needs professional help".... The owners know we aren't doing well, boss is open about it, but they have no idea they're doing anything wrong because that's the way they've always done it.
I think I can bring it up to my boss about the receptionist not being good on the phone and do it by focusing on results. That might work.
I'm going to refer to this in the future Thanks
I am flight instructor and it is a unique blend of customer service/instructing/flying.
Regarding the son--
The bolded is you telling them how to solve
the problem. You have gone from simply observing to making a judgment, drawing a conclusion, and proposing a solution.
So you are right, that's not going to go over well. It never does.
But that doesn't mean you can't say anything.
You say what you saw
. (or heard)
And you stop there.
It's the same thing as with the daughter's inability to do her job. You bring the problem to the people who need to know about it. And you stop there.
So you say, "Your son said these words. [insert direct quote here] It worried/alarmed me, and I felt it was important that I give you that information." And you stop there.
Let them deal with drawing conclusions and proposing solutions.
If that yellow flag makes you worried for anyone else's safety or comfort level (even if it's just that he said something racist, or rude), then you pass that same --factual-- information to them. "I was w/ Son the other day, and he said this. I felt that we should all be aware." And stop there.
Too often we make things awkward, or we overstep, by simply not stopping at the right point. Or we take on the solving of the problem, the "next step," ourselves. Other people are generally capable of handling it.