Two industrial tribunal cases reported in this issue highlight how staff must be treated with fairness.

One case concerns racial discrimination—workers were picked out for redundancy because they were black. The other is about a launderette worker who was wrongly sacked after a water supply problem led to difficulties with service washes.

The staff of a textile care business should be viewed as its greatest asset, and good employers recognise the worth of their personnel.

However excellent the marketing of the services of a textile care business, and however efficient its equipment and business systems, the degree to which it succeeds will depend on how it delivers its services.

Key to the delivery are the personnel of the business—production staff can have just as much to do with the quality of services as those who are in direct contact with customers.

Today, an individual, whether a customer or a member of staff, expects—and deserves—to be treated with fairness, honesty, civility and also, probably, helpfulness.

When the customer does not receive the right level of treatment he or she can choose to go elsewhere. It is not always so easy for the employee. Feelings of disgruntlement can fester among staff affecting all.