28 Feb '13, 4pm

The waiting game - #culture #business

If you want to know what a company thinks of its customers, its partners and the outside world, take a look at its reception. That’s if they actually have one. Just as first impressions count for people, so they do for businesses, whatever their size or sector. But judging by some of the lobbies I’ve found myself in over the past few months, there are a lot of enterprises that may have glossy smiling faces on their billboard campaigns but which back at HQ are revealed as scruffy, unthinking and pretty useless. Scene one: a lobby at the HQ of a major company involved in hospitality. You arrive on the 20th floor but while there is a reception, there is no receptionist and all doors in every direction are sealed and frosted. Then on the reception you spot a phone and a sheet of instructions. Your task is to key in the name of the person you are meeting and then dial their ext...

Full article: http://monocle.com/monocolumn/2013/the-waiting-game/

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