I read an article this week that I believe could be instructive to all of us in an expense-cutting cycle. This particular piece was not about banks. It discussed the negative effects beginning to be felt in restaurants from the cutbacks of busboys.
And though our teams can usually get through the day without having to clear half-eaten food out of customers' way, I do think there are lessons to be learned. One is that there is no such thing as an unimportant job that directly affects a customer's experience. Even the most rudimentary tasks and gestures may have more effect than initially meets the eye.