How do you treat the “Invisibles?”

This is a sad little anecdote featuring Hand, a good friend and a custodial worker, Gina, and an organization of about 200 people.

I provide it as Hank told it to me.?

Gina came to Hank and said “I’m leaving at the end of the week, but I’m only telling you and one other person.” Gina had been working with the company for 7 years.

Gina had – if I may say so – a crap job, but an essential one. She was a custodian which included janitorial work.

?But it seems to the vast majority of people in this well know organization, she was invisible. Like so many “Invisibles,” her work was never appreciated or recognized. Indeed, the vast majority of people whom she kept safe and hygienic each day didn’t even know her name, yet every one of them depended on Gina doing her job properly.

?Think of this. After 7 years, Gina felt comfortable enough with only 2 people out of 200 to say Goodbye.? That’s not just a sad (true) anecdote but an indictment of that business and the people who work there. I am sure everyone in leadership in that organization will speak about what a welcoming and inclusive environment they provide, which might be true – unless you are an “invisible.”?

Your Organization and its Values?

Consider your organization and its published values. Would the custodians, maintenance staff, administrative assistants, receptionists give you a Grade A for how you recognize them. What would they say about you if your name came up in social conversation? What is your personal brand with “invisibles?”

Are you known for inclusivity, empathy and friendly? Is there room for improvement in how you address and treat fellow work colleagues / essential workers who (ostensibly) can’t do anything to help you achieve your career goals?

Your Hotel Room

?This lack of appreciation of the Invisibles is not just a workplace issue. One thing that drives me mad is how badly hotel guests treat the Invisibles that make sure they have a clean hotel room – housekeeping staff. Why do so many normally well behaved, polite hotel guests feel it is OK to leave their hotel room in a mess, a mess they would give their teenage kids heck over if they did it at home.

The average hotel housekeeper cleans 15-18 rooms a day. It is a back-breaking, miserable job that often results in musculoskeletal disorders, back strain, repetitive motion injuries etc. It is also one of the least appreciated roles in the hospitality industry. And because hotel guests rarely see or interact with housekeeping, it seems to lead to a dehumanizing effect with little or no thought given to the person who has to clean up the hotel room mess.

?Here’s a few questions to get you thinking (and maybe uncomfortable!)

What would the housekeeper who cleaned your hotel room think about you?

What would your mother-in-law say if she saw the condition of your hotel room???? Ouch!

Do you ever leave a tip or note of appreciation for housekeeping?

Would Gina Say Goodbye to you?

Finally, let’s go back to Gina. Unfortunately, Gina’s story is not an outlier.?

How we treat the “Invisibles” is a true reflection of our personal brand. If Gina was leaving your organization, would you be one of the 2?people she would say Goodbye to??

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Keep On, Keepin’ ON, good people.?

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IrishmanSpeaks -?Conor Cunneen’s mission is to Improve People, Performance & Productivity – with a Smile. Conor?is an award-winning?keynote speaker,?MC, author and business humorist who is happily exiled in Chicago where he says the Guinness is good, the natives are friendly and he has been force fed more corned beef and green beer than he ever had in Ireland!

He is a proud recipient of the President’s Gold Medal for Volunteer Service for the work he does with job seekers.

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