Give that man a ladder

How small things can leave a big impression

We’re in a restaurant waiting for our lunch. The space has a nice front with lots of windows, from ground to the ceiling. It lets in a lot of daylight. I notice a member of staff cleaning the front doors made from glass, also reaching from floor almost to the ceiling. He stretches to reach as high as he can but he doesn’t make it all the way to the top. Even with sponge and window wiper there is at least ten percent left uncleaned at top.  What customers can see from inside the restaurant is a front door that is 90% squeaky clean and 10% not-so-see-through. That’s the door all guests enter and leave through.  

What shall I think about that as a customer, what impression does it leave on me and others?  

• The member of staff did not notice?
• He might have noticed but decided to ignore it?
• Did no one teach him how to clean it properly?
• Did no other member of staff noticed it either?
• Someone noticed and didn’t care to tell him or do something about it?
• Do they have a ladder?
• They have a ladder and don’t care enough to use it?

Now, how does it reflect on the rest of the team and the restaurant itself? Do they clean the dishes the same way as they clean the windows, not caring about the 10% left dirty? How about the kitchen, do they clean that only 90% too?  

But it’s so easy to fix

• Use the right equipment.
• Learn how to use it or train someone.
• Do things properly or it will come back to haunt you