Efficiency at the cost of effectiveness

For the second year running, for the whole of August, the bank I use closed two of the three branches near my house. A little notice said: ‘Office temporarily out of service’ (as if it was a piece of machinery).

I do not think I am stupid. It is pure cost reduction and where will it stop? Will they close at Christmas, Easter?

When I mentioned this to the clerk at the branch (in the office that stayed open) and I asked who could I write to, her answer was: “I suppose it’s those up top that took the decision. We just serve.”

This comment shows everything that is wrong with the focus on efficiency (costs) and not effectiveness (get new customers and make sure the ones you have stay with you).

I am seriously thinking of leaving now that I have no emotional reason to stay (my friend there having been made redundant).

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