Kathy and I have frequented a car repair business over the years that has been extremely customer friendly. Recently, however, this business felt different.
For efficiency, they began routing our calls to a call center and instituted other new procedures. Also, some of our past contacts are now gone, leaving us feeling disconnected.
We later learned that this business is under new management. New management can tend to lean either towards investing heavily in customer service or, they can become cost conscious. Finding the right balance between the two is a challenge.
Proverbs 2:2 teaches, “Make your ear attentive to wisdom; Incline your heart to understanding.”
If you desire to find the right balance between being efficient and customer friendly, consider alternatives, but listen carefully to your customers before implementing.
