The observation
Look a little closer
I was walking through a venue when something caught my attention.
A piece of rubbish lay on the floor.
One person walked past. Then another. Then another.
By the time I left, six different team members had walked straight past it.
The obvious conclusion would’ve been simple.
“The staff don’t care.”
But that’s rarely where I stop. Because rubbish is just a symptom.
The interesting question is: what might that piece of rubbish be telling us?
Maybe people had become so accustomed to walking past it that they no longer noticed. Maybe everyone assumed someone else would pick it up. Maybe no one genuinely believed it mattered.
Or perhaps they were simply focused on completing the task they’d been given rather than paying attention to the environment around them.
The rubbish itself wasn’t costing the business. The culture behind it might’ve been.
One small observation raised much bigger questions about accountability, ownership, guest experience and leadership.
Bring your own observation
What might a fresh pair of eyes help you see?
Bring one live challenge or opportunity. René will help you test the story, examine the evidence and choose a useful next move.