Because we can only see what's happening on the outside, it's easy to think that conscientious, careful, customer caring staff always do the right thing, therefore they don't even think about doing things the wrong way.
Lazy staff, on the other hand, don't care about the customer, therefore they don't think about how their actions affect the customer.
Actually, this isn't quite true.
Here's what a lazy retail sales assistant thinks when it's time to unpack boxes and stack shelves:
Now, what about our caring, careful assistant? They must be well organised and always have the correct safety knife with them, yes? No. OK then, so they must automatically go and get a safety knife when they're unpacking boxes, yes? No.
In fact, both sales assistants have the first initial thought: "I can't be bothered to look for the safety knife, I'll use these scissors instead".
Modelling high performers using the Genius at Work method always leads to counter-intuitive findings. That's one of the things that makes it so much fun!