Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you're marketing your firm to new customers, you better be able to provide them service when they do business with you.

The quote “Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you're marketing your firm to new customers, you better be able to provide them service when they do business with you.” was stated by Arthur Levitt, the former Chairman of the U.S. Securities and Exchange Commission (SEC). Known for his advocacy of transparency and investor protection, Levitt often emphasized the importance of trust and accountability in business practices, especially in financial services.

At its core, the quote serves as a cautionary reminder about the balance between business growth and customer service. Many companies focus heavily on marketing and acquiring new customers, but if their support systems and service infrastructure fail to grow alongside, the result can be customer dissatisfaction and reputational harm. Levitt underscores that growth without service scalability is unsustainable and can backfire.

The quote also emphasizes customer experience as a central component of long-term success. It suggests that attracting new business is only one part of the equation—the ability to deliver on promises and maintain quality service is equally critical. In essence, customers are not just buying a product or service; they are buying into a relationship, and customer retention depends on the strength of that relationship.

By framing this advice in the context of business responsibility, Levitt’s words are especially relevant to firms in regulated industries, such as finance, where poor service can have serious consequences. His statement encourages strategic planning, where investments in operations, training, and service systems must match the ambitions of the company’s growth and marketing goals.