At the NYT Who's the Boss? Small Business blog, Jay Goltz of Chicago shares an anecdote about success and staffing that ends with this gem:
There is a price for giving great customer service – just as there is a price for not giving it. No matter what business you are in, it is a balancing act. Ultimately, you have to decide what is more important – staying lean or having a backup bench. Because sales fluctuate and people get sick or quit, it is not possible to calculate the precise number of people you will need over any given time.
It is time to hire, and that is good news.
Doing right by both your customers and your employees is a balancing act. Head over to the NYT to read the full article.