During the past crises the economy has been suffering and still is. Therefore cost reduction was and still is absolutely necessary, however you should be careful where you cut in your organization, warns Kevin Fernando.
Mister Fernando, a renowned trainer and manager, notes that especially in times of recession demands for quality and good service are high, customers crave value for money. Meanwhile employee morale is low. This is when managers prove their qualities. In general people from finance tend to propose cuts in services that could be acceptable. Nevertheless Mr. Fernando also believes that loyal customers and their satisfaction are the most valuable asset of a company (cfr. previous blog entry: ‘the six principles of service excellence’), so steps to reduce cost should focus on efficiency improvement without negative service impact.
In short Kevin Fernando believes that in these difficult times those who excel in quality and customer service will stand far above all others.
Cédric Van Helleputte
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