The Leadership Solution

5.5. Working Environment

Your customers are just like you. They form first impressions of a store, plant, office, or agency when they drive into the parking lot. They form second impressions when they walk up to your front door, third impressions when they encounter your receptionist, and fourth impressions if they ever get beyond the receptionist.

So do your people, except they form the first four impressions and then dozens of others when you're recruiting them and after they come to work day after day. Just as your customers are bombarded with environmental cues about your business when they walk up to your front door, your people receive a continuous and much more intimate dose of environmental cues every day.

Working environment increasingly ...