If a business can maintain high standards of customer satisfaction they will out perform their competition.
The difficult part of that mission is finding enough people capable of delivering that level of satisfaction.
As the pool of available employees shrinks it becomes harder to enforce standards.
When the employees know that they are not easily replaced, giving 50% instead of 100% becomes habit.
Business owners can lose sight of their own goals due to the frustration of short staffing.
It can get bad enough where the main criteria for employment is to show up.
Couple this with a strong demand for services and you get what the O.P. has lamented.
It will turn around as it always does but there is a little bit of permanent damage done in each cycle.
|