Middle Layer of Management Removed
The drive for profits has resulted in the removal of the middle layer of management in most companies. It looks great on the operating statements, but...
Unfortunately, because senior management don't take the time to understand what their managers do and are mainly interested in the bottom-line, they have removed the management level that oversees, coaches and mentors lower level staff.
With that critical experience removed, it is no wonder that customers service is questioned.
If you service your customers properly, and treat them as valuable stakeholders, they will remain with you and contribute handsomely to your business.