Theo Etzel, HVACR Business editorial advisory board member and president of Naples, Fla.-based Conditioned Air, offers a solution for this month’s reader issue regarding employee hygiene.

Issue: What’s the most tactful way to approach an employee who doesn’t believe in personal hygiene? This person is a great technician and a really good guy, so I don’t want to hurt his feelings or lose him as an employee. I just don’t want customers complaining.

Solution: The first part of my answer is obvious: You have to address this in a completely private setting and let no one else know you are speaking to this person about his personal habits. It is potentially very embarrassing to him and, as such, the discussion should be between you (possibly a manager) and him and no one else. This protects you, the employer, as well.

I am assuming that this has to do with powerful and offensive body odor or un-brushed teeth. If that is the case, another warning I would give: Could the smell be of a medical nature? If so, then a different and more understanding position may be needed on your part to fully address the situation. However, assuming it is by his choice to stay un-bathed or un-brushed, then the conversation can, and should, be a more direct and frank discussion of expectations that you have for ALL employees. He cannot be singled out if you permit others to act this way. Saying something to the effect: “Bob, you know we like your work. You know we like your dedication to our company. Your technical skills are super and you’ve gotten us out of jams before. I need to talk to you about something that will make you even more valuable to our company and better appreciated by our other employees. I have to admit it’s personal in nature. I need you to take care of yourself in your outward appearance and cleanliness to a better level than you currently do. Your co-workers notice you for the wrong reasons and I don’t like that for you or them. We can’t afford for customers to complain, so I want to address this before it becomes an embarrassing situation. I need you to be cleaner and neater in your hygiene habits in order to best represent us and you to all who come in contact with you. It’s part of the expectations I have for everyone here, just like having the right tools for the job or showing up on time. Neatness and cleanliness matter in our professional representation in the marketplace. Do you understand what I’m saying and why it’s important?”

Remember, if it is by his choice and he chooses to do nothing to improve after the conversation, then his contribution to your company can only be negative. It will continue to have a negative impact on other employees and potentially customers who might say nothing but never call you again. He might be a great guy, but fitting into society in a basic way is fundamental to your success. Better to offend his sensibilities than have your senses offended.