21/06/27 - 7p

p.7

Reps were trained to make the customer happy - as quickly as possible. Short calls minimized expenses. “The lens we were using was cost,” said O’Neill. “We had been trying to reduce that cost. Instead of a ten-minute call, could we make it a two-minute call? But the real question was: Why two minutes? Why any minutes?”

 

p.7

When you spend years responding to problems, you can sometimes overlook the fact that you could be preventing them.