From the Dark Side of Productivity, Part 2 of 2

1. What’s the effect on the customer? Think about the reaction most people will have when reading the Ann Taylor story. Why would anybody want to work in retail? Service is already lacking in most retail stores. Is removing its last vestiges really a good thing?

2. Be careful what you ask for. I believe people will give you what you ask for. If you want lower costs per call and push your customer service reps to shorten their calls, they’ll deliver. But ask yourself: Is that the outcome you really want?