Friday May. 25, 2012
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Commentary: Business is Personal
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By aMontanan on 12-03-11
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I believe your distinction is significant.

I know of two entities in the Flathead Valley, but controlled outside of the state, which are seeing their decision-making criteria change from customer service to profit.  One is USPS.  In both cases, customer service will suffer due to lower standards of service.  In both cases, “what is best for the customer and your staff” is not being considered at all.  Some/all of the other factors may or do apply to varying degrees to each of the situations.  At the meeting this week regarding the loss of local overnight USPS delivery, a phrase was repeated by many in attendance:  penny wise but pound foolish.  This is undoubtedly a major aspect.  But other factors are one’s reputation and the effect on your staff.  I hope your comments here act as a wake up call to ALL entities (for-profit and also non-profit, which also can succumb to their version of “profit only” criterion), regardless of size or mission.