08/05/2026
The first conversation was with a young lady who works as a cleaner for a large clothing retailer.
I asked her if a senior manager walked past her:
1. Would they say hello and
2. Would they know her name?
Her answer was no to both, never happened.
We were sat at a cafe that has an inside seating area and an outside seating area.
Both were served by waiters and waitresses. We were sat in the outside area and we ordered coffees.
The drinks were brought to a table about five feet from where we were sta and the waitress put them on the table and shouted "drinks for " the name of our group who ordered them and he had to get up and get them.
I thought that a bit odd. I thought was really odd that other people had their drinks delivered to their table, but these were the select few.
On way way from there, I pulled into a petrol station for diesel, filled up and went in to pay. I had to wait for the staff to finish their conversation, which took two minutes before I was even acknowledged.
I wasn't even spoken to. As soon as the transaction cleared, she returned to her conversation, she did not speak to me once.
Now some may not even have noticed these behaviours, I do because it tells you how these people were trained, if at all, how their managers behave and there is no focus on improvement.
When you have what they perceive or have been taught to perceive is a captive audience, complacency can creep in to a remarkable level, yet these businesses completely rely on customers choosing to visit.
We all experience this every day, next time you go out and choose to give a business your custom, be aware of the interaction and see how it made you feel.
Condition this, as I have, into a mindset and you will start to see the world from a different perspective.
CorValu DE&I Consulting is a supporting partner for Alex's Wish - Conquering Duchenne
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I am the founder of CorValu DE&I Consulting.
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