Who’s to blame?

One little example of conflict which might have passed you by this week does a good job of illustrating how easy – and ineffectual – it is to play the blame game.

It concerns a flare-up at a Tesco Express store, where a grandfather was ordered by a new security guard to take off his flat cap while doing his weekly shop.

The guard quoted a company ban on hoodies and crash helmets.

Graham Cattermole refused to remove his beige cotton cap and eventually left without buying anything. He said: “If I had a crash helmet on or I was wearing a hoody and looked like a hooligan, I could understand. But I'm nearly 65 and I've got a walking stick - it's not like I'm going to hold the place up!"

He added that he would not go back to the shop in in Dudley, West Midlands.

Tesco apologised and said the manager would be happy to talk things over with Mr Cattermole.

To me the interesting point is that a spokesman said the security guard was new, and had since been re-trained.

A more productive attitude would perhaps have been to acknowledge that the induction and training programme - which allowed a confused new member of staff onto the shop floor to upset customers – should be carefully reviewed.

As it is, there seems to be nothing to stop this happening again.



© Osborne Mediation 2019