Gavin Neate’s Post

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Founder of WelcoMe. Empowering disabled people AND service teams by reducing anxiety and increasing confidence in their face to face interactions. #NationalDiversityAward Winner #DiversityPowerList top 50 #ABISurvivor

In 2016 I posted this graphic. Truth is I felt very much like the little boy pointing at the king and yelling, “BUT HE’S GOT NO CLOTHES ON”. It seemed so obvious to me that with staff moving on, or training being forgotten or training not even being provided, that of course, every passage of time would be followed by yet another incident. There are LOTS of factors at work here. The complainant is getting truly frustrated by society never seeming to learn, the complaint is ignored or not taken seriously, the apology is insincere or doesnt lead to training, or the training doesnt cover all disability related eventualities or isnt retained and recalled at the right time, or the fact that time will always degrade even the best training. Add to this that every time there is a perception of engagement the complainant will use the business, receive good service, and will invariably post that the company has addressed the issue and improved. The sad truth is that it can’t and unless we, as a society, come up with new solutions that direcly interrupt this cycle it never will. So, here I am pointing at the King again and telling him, and the world in general, that we can still see his.. issues, and hoping that this time around others will see them as well. Action points. Yes, please, “like” and “share”, but ultimately tell me why I’m wrong or why I’m right or why we need to address this or how you have or how you want to.. Or of course how you are already have through your use of WelcoMe. This HAS to be a conversation. Thank you. .gavin. Oh, and PS, last month we launched with Levi Strauss & Co. through 13 Levis’Store’s and this month we are truly excited to add to their amazing engagement with three more MASSIVE clients. Watch this space for our continuing #CustomerService #RethinkRetail #Tech4Good revolution.

  • Lots to explain here. It’s a graphic with six pictures in a cycle. I’ll describe as if it was a clock face. At 10 is a picture depicting an incident. In this case it is a guide dog owner being refused access as a staff member points at a no dogs allowed picture. The next at 12 is a complaint. This is depicted as a tweet to the company. The next at 2 is two people on a phone where one is apologising to the other. The next at 5 is where it is a person pointing to a white board and training a group of people sitting down. This is reference to a team being taught disability awareness.  The next at 7 is a calander with a page turning representing the passage of time.. This brings us full circle back to 10 where there is another incident and the cycle starts again. There is a picture of a hand holding a mobile phone in the middle of the picture representing WelcoMe the tool we developed to make sure that we can interrupt this cycle and change customer service around disability for good.
Lia Stoll 🦮

Freelance writer for disability diversity | Long-form content so you can connect, captivate & spark action | LinkedIn Ghostwriter | 18+ years of accessibility know-how | Co-founder Lara Guide Dogs 🦮

7mo

Things are slowly changing Gavin Neate. And 3 more giant clients!! Sounds like the business world is starting to notice. Onwards! 💪

Gary Ayris

Night Manager at Carden Park Hotel - Cheshire's Country Estate

7mo

Nuff said...

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Jacqui Barbet-shields

Executive FmcpclubMelongcovidhub | Communication cancer sufferer

7mo

Congratulations

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