Focusing on numbers and neglecting the customer has become too common.

When times get tough, companies cut costs, often at the expense of customer service. Is that the right move? Does customer service really hurt the bottom line?

Absolutely not. Without the customer, you will not have a bottom line to worry about. Take care of the customer.

It takes discipline to offer excellent customer service while still meeting financial goals.

A constant focus on meeting financial numbers, you will wear down employees. Employees won't like it when they feel the focus move away from the customer.

Great organizations don't suffer as much during recessions. Great organizations take care of their customers no matter what is happening. Ordinary companies cut back and offer less to the customer when times are tough.