By December 12, 2005 2 Comments Read More →

Please Hold

Seth Godin’s (author of Purple Cow and All Marketers are Liars) blog often has pearls of lean wisdom – even though he’s a marketing guy. Check out his recent post, “Please Hold”, wondering why companies spend so much energy and money getting prospects to call, only to place them on hold.

Like processes in other parts of the enterprise, processes in sales and marketing are often broken too.

Please check out my main blog page at www.leanblog.org

The RSS feed content you are reading is copyrighted by the author, Mark Graban.

, , , on the author’s copyright.


Thanks for reading! I’d love to hear your thoughts. Please scroll down to post a comment. Click here to receive posts via email.


Now Available – The updated, expanded, and revised 3rd Edition of Mark Graban’s Shingo Research Award-Winning Book Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement. You can buy the book today, including signed copies from the author.


Related Posts Plugin for WordPress, Blogger...
Please consider leaving a comment or sharing this post via social media.

Mark Edmondson

Mark Edmondson is passionate about achieving rapid, breakthrough results during a company’s lean transformation. With 30 years of front-line experience while working with over 80 companies, Mr. Edmondson developed a philosophy of helping companies create a culture that sustains operational excellence through low cost yet transformative changes.

Posted in: Uncategorized
Tags:

2 Comments on "Please Hold"

Trackback | Comments RSS Feed

  1. Mark Graban says:

    You might think companies might optimize profit by NOT having customers wait. The choice is to have underutilized call center employees, a buffer capacity so that the customer’s order/call/request can “flow” rather than be delayed. The problem is that it’s much easier for companies to measure the cost of that un/under-utilized employee than it is to measure what’s lost by customers going away rather than waiting on hold??

  2. Chet Frame says:

    Creating better answers is not simple, and the mind set change required is easy to describe and difficult to create. In our daily lives of working with companies to help them see better ways, we are inundated with cost reduction as opposed to value improvement.

Post a Comment