CHAPTER 7
Optimizing Your Workplace Physically and Virtually
When optimizing the workplace, 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 Cinderella, only to have her turn toward you smoking a cigarette ...
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