Imagine that every day when you enter your office building you have to wait 20 minutes for the receptionist to let you in.
She is busy talking in her cell phone about last night’s episode of Dexter, smoking a cigarette or looking for a temp badge in the computer.
She is quite hostile all along in a passive-active-aggressive manner, forgetting to use “Thank You”, “Excuse me”, “How Can I help you”, and relevant phrases.
Once you pass the guard, you have to look for parking. The old, large, parking area is now closed off ,because the logistics department wanted to paint some barrels a few months ago.
As a result you end up parking in an illegal parking spot, wasting 15 minutes for the parking search and ten minutes walk to the office.
The implicit message is clear – your time is not valued here , the “chiefs” do not care about wasting your time.
While this story comes from a governmental faculties (“Shin Gimel is the hebrew acronym for an army guard ), some high-tech companies send a similar message.
In one company I know the guests had no access to the restrooms or a proper sitting place in the lobby. There are many companies without a proper parking arrangement or validation, even for customers. In some cases the guards have lost the Israeli ID, that was given to them to vouch for the guest badge …
To contrast, having a courteous receptionist, well designed lobby, easy parking and efficient process send a clear signal to employees and customers.
Your time is important and we value your presence.