Skip to content
Subscriber Only

Trim the Fat, Not the Service

When times get tight, make certain your customers don't feel the pinch

How do you maintain service levels when you're headed into a recession? — Rob Chiuch, Toronto, Canada

Given that everyone from Ben Bernanke to the corner grocer is predicting a slowdown of some sort, we expected recession questions, so thanks for being the first to check in. And thanks, too, for picking service as your focus. You're on to something vital. Because no matter how bad the economy gets, your company's response to it should show up last, if at all, in its interface with customers. Instead, its response should show up first, and for as long as possible before the next upturn arrives, deep inside the organization—in its gut, where all the fat is stored.