But the right thing is for Lillian to get clear on what concerns her. Is it not being asked if it's OK for a tenant to make a key for a cleaning person? Or is it not wanting anyone but her renters having a key? Once she is clear on that, she should speak with the renter and let her know. Until she does, the renter does not appear to have done anything wrong.
Jeffrey L. Seglin, author of The Simple Art of Business Etiquette: How to Rise to the Top by Playing Nice, is a senior lecturer in public policy and director of the communications program at Harvard's Kennedy School. He is also the administrator of www.jeffreyseglin.com, a blog focused on ethical issues.
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