Customer Satisfaction and The Perfect Storm

 

The current business climate in the US is intimidating at best. We face a perfect storm of soaring oil prices, a massive financial bailout and consumers with too many needs and too few dollars. Many businesses face the balancing act of trying to maintain a healthy bottom line while cutting costs and reducing staff.  Cutting costs and reducing staff without adequate planning, can damage customer satisfaction and destroy employee motivation to provide great service.

 

Cost saving measures are often issued as directives from the executive office and may have a far reaching negative impact.  These directives create fear and loathing on the front line.  A top-down approach creates terrified employees who focus on protecting themselves, not on moving the organization through difficult times.

Organizations that need to cut cost need to involve employees in the process.  If employees are left out of the process businesses may find their employees have become bitter and unresponsive and customers may disappear when good times return.

Leslie Clark

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