Edit: Still worth considering. Some links no longer work.
Originally posted March 19, 2013 on AIXchange
I visit many customer locations, and each experience is unique. Of course some are more pleasant than others. From my previous jobs at IBM and elsewhere, I know what it’s like to work in the same building every day. But as a consultant, I also know what it’s like to show up at an unfamiliar facility.
While it’s not easy to see your workplace through the eyes of someone who’s never been there before, it’s important to understand the needs of anyone who might need to come into your facility on a one-time or temporary basis. Think of the basic information a newcomer would need. When I go on a customer visit, the first things I need are an address and (hopefully) a contact name and phone number. The fact that phones now have GPS capabilities has truly simplified my life. It wasn’t that long ago that I had to deal with paper maps and/or printed directions from MapQuest or some other website. If I missed an exit or got turned around in a strange city, it could be difficult to get back on track. Now with the automatic rerouting I scarcely put any thought into my trips.
Of course, nothing is guaranteed in this life, including cell phone service. On one customer visit I was without service due to a snowstorm. At least I’m guessing it was the storm. It could have been a coincidence. Whatever the cause, the entire cellular network went out. I lost the maps on my phone, and of course I didn’t have anything printed out. Fortunately, I was near my destination and familiar with the area in general, but in some other town that could have been disastrous.
It’s also important to understand the limitations of GPS. It generally gives you the shortest route, but the shortest route is not always the best route. In fact, if you don’t know where you are you can find considerable trouble just blindly following GPS directions.
So, about your workplace: Is it friendly and accessible to strangers?
Can visitors easily get into the parking lot, and once there, can they make use of close-by visitor parking spots? If your parking situation is unique, you need to let your visitors know. Some companies have guard gates and allow visitors only with advance notice. If this is the case, notify your company’s security team about your visitor’s arrival.
When your visitor arrives, is it clear where they should enter? At one site we were told to enter Door 1. It turns out there were several doors labeled Door 1. Visitors need to know exactly where they need to be.
More security considerations: Do visitors to your company need to sign in with reception? Do they need to show ID and get their picture taken? Do they need to have you come and physically escort them? Even simple things like restroom access can be an issue. I’ve been to many sites where there’s no visitor’s restroom. Needless to say, after a long drive, I generally have use for such facilities. If you don’t have a place where visitors can freshen up, let them know.
Are visitors’ backpacks or electronics inspected at your site? Is there a metal detector? Are phones with cameras allowed on the raised floor? Is there guest wireless access? Is there a place to eat? Is there even a place to sit?
While most companies do right by their visitors, I’ve heard of and experienced my share of horror stories.
What about you? Is your facility visitor-friendly? Or if, like me, your job frequently takes you to new sites, have you had any issues?