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Results: New signage for Terminal One
Above all else, Cato is made painfully aware that signs at Terminal One need to be more clear. Both confused passengers and overburdened staff complain consistently. In looking ahead to the plans for the new Terminal Five, Cato also becomes aware that better communication is needed between builders and airport staff and management. Otherwise there could be congestion and traffic flow problems at the terminal's arrivals area, just like Terminal One is experiencing during renovation. Cato practices what he preaches by hammering out a compromise with one of the airport's gift shop managers whose store is breaking fire regulations.

"I hope there's a solution," the manager says. "This is the first meaningful conversation I've had with him."

Despite the headaches and his own inefficiencies, Cato has enjoyed working with the public. Hey, it beats the "big heap of paperwork" he says is waiting for him back at his desk. "I think it has been a very useful exercise," he says. Armed with a small black book he's been taking notes in all week, Cato returns to headquarters for a meeting with his senior staff.

Right off, he addresses the problems with signage. But he's really obsessive about trash, and scolds one of his managers to make sure the airport is clean and tidy in all public areas. And the boss seems to have made good impressions on the floor, at least with tough Tony, who never expected much from Cato. "He'll probably come down more often now so you probably won't miss him, you'll be seeing him a lot more," Tony says, not sounding at all like he'd mind another visit from the managing director.

Cato spends a day working the help desk.
 
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