Often, the customer isn’t even clear about what they really need. In these cases, it is essential to be sensitive and genuinely interested in listening to them, focusing on understanding their pains. Camila Cunha, from Passo Fundo in Rio Grande do Sul, learned this lesson early on in her career as a Scooterist.

It took more than an hour, which brought what I had defined as active listening up to date in practice: “I saw a client who could barely explain to me the reason for her dissatisfaction. That’s when I realized that, as well as a solution, she wanted to be heard. After more than an hour of service, I was able to distinguish her pain and direct her to the path that would solve the problem,” she recalls.

For everyone to see: Camila is a light-skinned woman with dark straight hair. She’s smiling in the photo, wearing a white blazer and a blue wall in the background.

The concern to solve the other person’s pain and to see in the other person, who is shouting, someone who actually needs listening to and attention are tasks that made Camila a Scooter who took off quickly. Although she considers this empathetic attitude to be obvious when it comes to relationships, she hadn’t experienced in the job market what she practices and receives so much in her daily life here at Scooto.

In 2019, for fear of losing the job she had just got, Camila was unable to take the time off work needed to recover from conjunctivitis, which caused her to lose 90% of the sight in her left eye and have a cornea transplant. The woman, who has lived in Rio de Janeiro for 20 years, was working on a building site at the time and says that her boss’s lack of understanding, who even blackmailed her, meant that she had to expose herself at work when she should have been at home. The condition soon worsened and turned into an ulcer.

Camila’s case is one of many examples of how damaging relationships between managers and subordinates can be when they are not based on empathy and humanity. Strict evaluation models in the job market, which disregard human limits, cost the health and lives of many people.

This was not Camila’s first battle. At the age of 19, during the birth of her first daughter, Rebeca, the young woman spent three days in a coma due to eclampsia. Today, Rebeca is 12 and Italo, the youngest, is seven.

The life of Camila, who is now our Scooterist, is marked by difficult episodes. At just 31, she has collected many stories of overcoming. In 2017, she had to have a kidney removed because it housed a 6cm stone. “It was a time when I spent more time in hospital than at home,” she recalls. In addition to her health problems, Camila was a victim of domestic and psychological violence, and had to move back in with her parents, taking her two young children with her.

Faced with so many struggles, her professional life was going as well as it could. Camila even started a public security course at the Fluminense Federal University (UFF) and dreams of finishing soon. The almost-carioca says that she has always worked in sales and, in September 2021, she joined Scooto in the active sales team. “A friend introduced me to Scooto and I immediately looked at the company’s Instagram. The culture conveyed there warmed my heart and made me want to join. It was my light at the end of the tunnel,” she says.

Camila’s story provides an important reminder: rethinking working relationships is urgent. When we talk about humanization, we’re talking about relationships that go beyond the company-customer relationship. It’s necessary to restore a human touch, regardless of the commercial aspects involved.