The Script You Were Never Meant to Hear

Added: 2026-05-25

[00:00:00]What store workers are told to say after you fall. The moment you hit the floor at a grocery store or big box retailer, the employees around you aren't just reacting. They're following a script and it's designed to protect the company, not you. Most large retail chains train their employees on exactly what to say and do when a customer falls. They're told to be polite and offer basic help, but they are specifically instructed not to admit that anything was wrong with the floor, the aisle, or the conditions in the store. You'll hear things like, "Oh, are you okay?" or "I'm not sure what happened there." What you won't hear is, "Yeah, that spill has been there for a while." or "We knew about that wet spot." Even if every employee in the building saw the hazard, they are trained to never acknowledge it to you.

[00:00:54]They're also told to fill out an incident report immediately, but that report goes straight to the corporate risk management team. It's not there to help you. It's the beginning of their defense strategy against your claim.

[00:01:07]Some employees are even trained to ask you leading questions right after the fall like, "Were you looking at your phone?" or "What kind of shoes are you wearing?" Those aren't innocent questions. They're fishing for anything they can use to put the blame on you.

[00:01:21]So, if you slip and fall at a store, pay attention to everything being said around you. And if you got hurt at a business, call me at 702-256-4566 before their corporate team builds a case against you.