Burned by the Budget
By John Evelyn | August 24, 2009 | Adversity,Alignment,Blind Spots,Capability,Competition,Customer Experience,Customer Service,Leadership,Lean,Rigidity,Six Sigma,Sustainability,Winning
This has been a tough season for many. As business belts and budgets tightened, the focus to become leaner has led to some tough choices. Many of the activities we engaged in with customers had to change, even go by the wayside. Maybe it was fewer visits, or less personalized care, as we moved their requests into more “efficient” centers, thereby reducing transactions costs. Some of the requests we did for little or no cost, now are fee based. What about when the economy improves?
