[Michlib-l] Article on why the principle of efficiency in providing customer service isn't a good idea

I wouldn't normally consider sending out a management article, but I found this one to be excellent even if from a non-traditional source. A public librarian friend also thought it was valuable enough to send out. https://customerthink.com/time-to-say-goodbye-to-an-outdated-concept-efficie... Bob Robert P. Holley Professor Emeritus, Wayne State University 13303 Borgman Avenue Huntington Woods, MI 48070-1005 email: aa3805@wayne.edu phone: 248-547-0306