A researcher thanks a janitor in an airport restroom and watches him react with shock. The moment reveals how invisible service work has become, and why being seen matters.
since I did that study with janitors, for example, I'll go and if I'm in the airport, I'll go into a bathroom and if I see a custodian, I'll see, I see people like pushing past them and I'll say to them, hey, I just want to, I just want to thank you. Everything looks great in here. And there's this, it's just what you mentioned. There's this pause. There's this, wait, what? And it's like, people are shocked now to be seen. It's like this shock of being seen and, and think about what that signals about how we've built work.
Reducing Regrettable Attrition in Organizations by Fixing the System, Not the People Reducing Regret
