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Lead with Your Customer: Transform Culture and Brand into World-Class Excellence by J. Jeff Kober, Mark David Jones

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Chapter 7

Optimizing Your Workplace for Team Results

When optimizing the workplace—P3, place, in the context of the World Class Excellence Model (see figure 4-1)—there are areas and activities that your external customers should never see:
  • areas unsafe or dangerous to them
  • areas that do not pertain to the customer experience
  • certain operational activities meant to be carried out away from their presence
  • discussions that should not be held in front of the customers
  • areas that permit employees time away from the customers to "let their hair down"
  • employees on a break.

Imagine the impact at Walt Disney World if you were a guest and approached ...

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