Many businesses (too many) concentrate on efficiency at the expense of customer service. We have all waited too long on a customer service call or had difficulty talking to a person we want to rectify a problem.
If we mess with our customers, they may not return. And they will make negative comments to their friends - and to the wider world on social media.
You have to get your employees ro do the right things before doing them right. Concentrate on quality AND efficiency.
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