“Bias occurs beneath the level of our awareness”
Here is an interesting experiment that every restaurateur should do. Sit back and observe how your staff reacts to specific customers either when approaching the table or the counter. Notice your staff’s physiology as they interact with the customer, notice the reaction of the customer to how they are being treated and throw in some variables like having your server being especially nice to some one who might seem nice.
In a perfect world we would treat every customer that crosses our path the same, however as Gladwell’s book illustrates, we bring so much that is beneath the level of our awareness to the experience that it is very easy to incorrectly thin slice!