A Tale of Blind Bakers
I recall a remarkable story I read from a book my mentor from Apple gave me. It was at a time when I was looking for artful ways to tell the accessibility story without delving into the classic marketing of features and benefits.
A local bakery was known for its fantastic bread. Its aroma was the town’s signature. The breads were prepared by blind bakers whose skills were remarkable. They were gifted and trained to bake such wonderful loaves with proper care and attention to detail.
The bakery owner was so proud of these bakers that it brought commercial success that they could hardly keep up with demands! As a smart businessman, he saw the opportunity to increase sales by producing more loaves in less time. He researched ovens that were cost-effective, fuel-efficient, and required less maintenance. After much research, the old wood-burning oven, used for years, was replaced with the latest high-tech oven unit. Believing he made a wise decision, he was eager to see an increase in output and sales. After installation and bakers getting acclimated to it, the new unit began churning out loaves as regular customers came in for their daily consumption. After a week, sales were flat, and demand went below normal levels. The owner received complaints that the bread didn’t taste the same and was less than satisfactory. Stumped and disappointed, the owner gathered his bakers and asked what changed. They went through the routine as the owner watched with focus as his investment was on the line. He saw nothing wrong. However, one of the blind bakers said, “You know, I used to feel the heat and listen to the fire to know when to add wood, and I could smell to know when the loaves were ready. Well, the new ovens don’t let me do those things.”
That was the revelation! Despite being blind, the bakers’ sensory, tactile and auditory acuities, their superpowers, contributed to the loaves of bread’s previous success of deliciousness. The human senses were replaced with equipment designed for fuel efficiency and high yield output, thus not necessarily a commercial success.
Everyone has Superpowers!
The story reveals a fundamental truth about the delicate balance between human skill and technological advancement. The blind bakers’ success wasn’t solely due to a recipe or the oven. Instead, their “superpowers” allowed them to gauge the exact texture of the dough, the scent of a perfectly baked loaf, and the subtle sounds of a crust crackling as it is baked to its perfection. Such human qualities don’t simply result in a product – they create an experience and a difference in flavor and texture that resonates deeply with those who enjoy it.
The magic was lost when these bakers’ superpowers were replaced with equipment prioritizing business efficiencies and high-yield output. This change may have seemed practical commercially, promising savings and increased production. Yet, those priorities came at a price – it disregarded the nuances that made their bread delicious in the first place. The result was not the hoped-for commercial success but a lackluster product that failed to meet the expectations of years of handcrafted tradition.
Other Industries are affected, too
The efficiency scenario is not unique to baking. Across various industries, a growing trend exists to replace skilled labor and human expertise with automated processes and machinery. While these changes are often justified as necessary for growth, efficiency, or scalability, they often overlook the intangible qualities that human skill brings. Technology and equipment replicate processes and produce high volumes well. However, they often lack the intuitive touch, the subtle adjustments, and the sensory awareness that a person brings to their disciplines. In striving for speed and profit, we risk creating a world of products and services that may look or function the same but lack soul, depth, and a personal touch, missing out on delivering meaningful and purposeful goods and services.
Success can come in different ways, not just the bottom line
The blind bakers’ story reminds us of how success can be approached and measured differently, finding the balance between human and technological superpowers that could allow the bakery owner to explore other ways to obtain and sustain commercial success. When paired with AI, technology alone cannot replicate, yet complement can exceed expectations in powerful ways. It’s a reminder that human touch, paired with the right tools, can surprise and delight all of us!
Don’t fool the Customer, You Will Lose their Trust
As a professional with years of experience in the “help” business, whether business to business or direct to consumers, from designing publications and products to servicing thousands of Apple customers, here’s what I’ve learned: don’t fool the customers, you will lose their trust. It’s easy to prioritize short-term gains over long-term impact; let those with any abilities – despite how you may perceive their “handicap” (a word I loathe) – contribute and be part of the whole experience your organization strives to deliver. Customers can distinguish between something created with care and something high-tech-produced. Authenticity inspires connections and, in essence, loyalty.
Embrace Our Differences for Success
The story of the blind bakers shows us that success goes beyond efficiency and profit; it lies in valuing each individual’s unique strengths. Their heightened senses and dedication gave each loaf a soul that no machine could replicate, highlighting that excellence often stems from the passion, intuition, and skill people contribute to their work.
Organizations that embrace these superpowers in a world focused on automation unlock new opportunities for value and inclusivity. Employing diverse talents brings fresh perspectives and dedication, creating products, experiences, and traditions that resonate deeply with employees and customers.
The blind bakers’ success was about more than bread—it was about the spirit and skill behind it. As we advance, let’s remember that the true power of progress lies in blending human and technological strengths to create meaningful work and lasting impact.
Let’s embrace our human, business, and technological differences – they benefit all of us.