By making a small concession, you can get a big payback. In most cases, you will find you get a big payback in customer loyalty at a minimal cost. For example, decreasing the number of your sales representatives may reduce your costs, but sales will also drop because customers aren t served. It may be you need to invest in hiring more help to be sure your customers receive the service they need. This is much less threatening.
Experiments aren t permanent unless they succeed.
Ice To The Eskimos is easy reading, with lots of stories and examples of how Jon applied these principles. Jon also has self-examination sections of questions for the reader to consider how to apply the ideas in his or her own organization. You will surely profit from owning and studying this book.