I was searching for a place this morning where I could order some dessert/pastries today for my brother’s birthday who has celiac. With the limited information on the website about what bakery items are offered, I called to ask if they had anything that could work in my situation as I lack the experience and knowledge in this capacity. Boy, if I didn’t feel stupid before I asked the person who answered the phone I do now. Each time I tried to explain that I understand her saying they’re not 100% gluten free and that’s not what I’m trying to ask, she’d cut me off to continue repeating this sentence in different ways and how I could make them a liability in promising that. I felt shameful about having even called. Realizing the interaction was based on power and assumption rather than hearing what I was trying to explain, I just ended the call thanking her for her help.
If you market your business and your products as inclusive, I’m guessing that your core values are based on the same principles which must translate through your team on to your customers. Hopefully this experience, if anything, can be used as an opportunity for training team members in the future.