Onstage is anywhere a customer can see or hear you, and can judge your agency based on your behavior. Make your employees aware of the messages they can inadvertently convey. For example, the way you act when not taking care of customers, but are still in view speaks volumes. Taking breaks in full view or reading a book all can convey indifference. It doesn't matter that the reading may have been research for a new, knockout exhibit.
Perception is everything.
Do reading and break-taking offstage. We are in the business of serving people We need to think differently. Our main goal is not just to program a recreation center, run an ice rink, a zoo, a botanical garden, or nature center. Post this by your phones, put it on screen-savers. Like the lady's birds, customers will make choices based on accessibility and preference.