A few weeks ago, I told you how we, as an organization, have embraced some of the best practices that make the Walt Disney company a paragon of customer service year after year after year.  
   One of the most conversation-provoking components of this learning experience has been what we sum up, simply, as "Onstage/Backstage."  First, I should clarify that for the purpose of making these points, we have somewhat borrowed from the Disney lexicon which equates their work process to that of putting on a show. "Onstage/Backstage" is actually pretty simple. Those areas which are open to the public or to public view should be considered "Onstage." At the same time, storage rooms, utility hallways and the like are prime examples of "Backstage."
   As such we went through an organization-wide look at what areas fell into each of these categories and the results weren't always crystal clear. A loading dock might be considered "Backstage" but what about when a third-party vendor is using it? Is an office that has infrequent outside visitors considered "Onstage?"
   These distinctions are important not only for the appearance of our public areas, but also for the actions of our people. Should I act or react differently in an "Onstage" situation, than I would in a "Backstage" environment? Are colleagues "Onstage" with each other regardless of where they are? If I am wearing logo apparel that identifies me by where I work, even if I am across the country at a professional conference, am I "Onstage," representing my employer? Should businesses allow uniformed, or badged employees to take breaks in front of their buildings, near the front door? They may be "on break" but they're still "Onstage."
   The answers may not be "yes" or "no" for everyone as much depends on the organization. But the conversations they foster can be the real catalyst for best practices.  
   One of the most revealing activities we undertook was to have individuals who were unfamiliar with facilities to walk through and point out what they saw. Sometimes, it takes fresh eyes to suggest a new location for the dust-laden plastic plant that office regulars look past as if it were visual white noise or to tell a busy executive that while he may know what each of the 36 piles of paper in his office might mean, the image he's projecting is disorganization.
   More than anything else, the discussion has prompted us to realize that details matter. Details speak, sometimes volumes.
   And, "details" is what we'll talk about next.