We heard a conversation like this: “I signed a contract with that company that does TV commercials because their sales are enthusiastic, but their support afterward is terrible!” and it really hit home.
Over a decade ago, a service from the United States made a huge splash in Japan and grew rapidly. We had a chance to speak with the founding members back then, and from what we gathered, their growth was unprecedented and lightning-fast. At its peak, they were hiring over 1,000 new employees every month. They had to take on almost anyone who applied, with minimal training and little room for selectivity, except for those with criminal records. Naturally, this led to a significant decline in service quality.
Consequently, they faced a major scandal and heavy media criticism. While not the sole reason, this and other issues ultimately led to their withdrawal from Japan.
This isn’t an isolated case. Around the world, many companies and industries struggle with the challenge of inadequate human resources to match their rapid growth. Even Facebook has stories from its early days when its membership exploded so rapidly that it strained both its personnel and systems.
Recently, local hotels and restaurants have experienced a sudden surge in demand post-COVID-19 but are hampered by understaffing, unable to keep up with service demands.
Focusing solely on expanding your company or business without maintaining service standards can lead to serious repercussions. It’s crucial to prioritize and maintain service quality to ensure it doesn’t falter after rapid growth.
