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CURBSIDE APPEAL: MANAGING HOW YOUR ORGANIZATION IS PERCEIVED
AFTER A three-hour flight, a thirty-minute wait for my luggage, another twenty minutes at the rental car counter, and a ninety-minute drive down to Quantico, Virginia, I was bone tired. So, I imagine, were the other people in line ahead of me at the check-in counter of the motel in Stafford, Virginia. We stood like zombies beside our luggage, shaking our heads in disbelief, while the lone clerk on duty took phone call…after call…after call. “Okay, I’ll patch you…I’ll connect you…I’ll check….” Occasionally, between calls, he checked in a waiting guest. He was solo at the desk, doing the best he could. We tried to understand, but he was, after all, tending the phones and ignoring ...
