AmiSight 9/1: When Big Gets Too Big
- Ami Kassar
- 11 minutes ago
- 1 min read
Where I live, there are two huge hospital systems. I almost always use one of them. They're growing, profitable, and I've consistently had good experiences as a patient.
The other is bigger, losing lots of money, and every interaction seems to feel more complicated than it should.
Out of convenience, I recently went there for a CT scan of my sinuses. Nine days later, I still don't have the results.
And you know what that tells me? I'm not going back.
It made me think about our own businesses. As companies grow, we add people, processes, departments and layers. All of it usually makes sense at the time. But at some point, are we making things easier for the customer—or easier for the organization?
Customers don't care about our bureaucracy. They just know what it feels like to do business with us.
Sometimes the best measure of a growing company isn't how big it's getting. It's whether the customer still feels like the point.
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