Podcast ¦ Vulnerability Matters: Episode 15 – Visible difference with Sudha Vijay, Jane Rodrick, Michaela Baker and Chris Fitch

This is a vulnerability matters podcast episode from the Money Advice trust. The episode discusses the experiences of individuals with visible differences and how essential service firms, such as banks, can create a more positive and inclusive customer experience. The podcast features interviews with Sudha Vijay, an ambassador for the charity Changing Faces, who shares her personal experiences of living with a visible difference, and Jane Roderick and Mikayla Baker from Lloyds Banking Group, who discuss their approach to working with customers with visible differences. The podcast highlights the importance of treating individuals with kindness, maintaining social norms, and avoiding staring or overly dramatic actions. It also emphasizes the need for awareness, education, and training within organizations to create a more inclusive environment for both customers and staff. Key takeaways include the importance of following the customer’s lead, treating all customers with dignity and respect, providing support when needed, and promoting empathy and kindness within the organization. The podcast concludes with suggestions for resources and further information, such as the Changing Faces website and the movie “Wonder” as a tool for building awareness and understanding of visible differences.

• One in five people in the UK live with a visible difference.
• A visible difference refers to a scarring mark or condition on the face or body that makes a person look different.
• Visible differences can negatively impact all areas of a person’s life, including work, relationships, and interactions with essential service providers.
• Changing Faces is a charity that supports individuals with visible differences and provides resources and guidance for professionals.
• Companies should treat customers with visible differences the same as any other customer and maintain social norms.
• Employees should be trained to act with kindness, respect, and empathy towards customers with visible differences.
• Companies should avoid staring or overly dramatic actions, as this can make customers feel uncomfortable and highlight their differences.
• Organizations can create a more inclusive environment by promoting diversity and inclusion, providing workplace adjustments, and training staff on interacting with customers with visible differences.
• The film “Wonder” is a recommended tool for building awareness and understanding of visible differences.
• Customers with visible differences should be reassured that they will be treated with respect and kindness when accessing essential services.