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I remember reading a thought experiment: after a fire drill when everyone is in the parking lot, the CEO can say,

"Everyone who was in an actual call with a customer when the drill started can get back in. The rest of you stay out until someone dealing with a customer asks for your help."

I imagine a lot of people in HR, marketing, and various other paper-shuffling positions have to stay in the parking lot for quite some time. Not to mention many executives!




> I imagine a lot of people in HR, marketing, and various other paper-shuffling positions have to stay in the parking lot for quite some time. Not to mention many executives!

Most of the IT people also...


In some organisations where many customer-facing employees are fairly IT literate, yup, definitely.




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