How a sit runs
How a desk sit actually runs
A sit is not a tour. It is three quiet days beside the phone, then a week of writing, then one morning with the dispatcher.
The sequence we keep
- Scoping call (30–40 minutes). We ask about fleet size, channels (phone, radio, counter), shifts that hurt, and whether a visitor can sit without confusing customers. You leave with a written outline of days on site and a fee range.
- Arrival and placement. We take a chair within earshot of the first answer. We are introduced once as “someone mapping the board,” then we go quiet.
- Live observation. Every hand-off is timed with a watch and marked on paper: call taken, written, offered, accepted, closed. We note trays, whiteboards, spare chairs, and the pile that grows after lunch.
- End-of-shift debrief (ten minutes). We check names of trays and routes with the dispatcher so the report does not invent furniture.
- Write-up week. Rowan drafts the bound report: a flow map, a short list of changes that fit your rooms, and a Monday script. Margot or Priya reviews it against the notebooks.
- Dispatcher briefing. One morning on your floor. We walk the map, not a slide deck. The owner may sit in; the dispatcher leads the questions.
What we need from you
- A named host for the week
- Permission to hear calls without recording them
- Access to the same paper the desk already uses
- A quiet corner for the write-up if the board room is too loud
What we refuse
We do not install boards we cannot leave behind. We do not rename your routes for you. We do not sit as a secret “mystery caller.” If the desk is already mid-crisis, we reschedule — a sit during a fire only measures smoke.
Where this leads
Most clients take the flagship dispatch-room flow study. Others begin with a single-shift sit to test whether a visitor helps. Either way, the next step is a short note to the contact desk.