AddThis Social Bookmark Button

« Managing in the Knowledge Age | Main | Sweating the small stuff »



I've seen the same thing happen at Land's End since Sears took over the previously family-owned business.

The focus is no longer on customer service - but rather on selling the customer more goods and getting through more customers faster.

Things are fairly simple when you think about it: when your goal is excellent (and fast!) customer service, you focus on getting enough knowledgable staff to handle your busiest times and to keep the customers from having to wait. In contrast, if your goal is to keep all of your staff busy all the time, then you only keep enough staff so that none of them is ever waiting for customers - thus, the inevitable result is customers are always waiting for staff (instead of the other way around).

The comments to this entry are closed.