Has the Pandemic Set New Standards for Effectiveness and Efficiency?

During the Covid-19 pandemic, many businesses were forced to change aspects of their business models, like distribution, to remain profitable. Businesses that offer services became limited in the services they could provide due to health concerns and mandates.

Though many were impacted negatively, I do believe there was something to learn as a result of this: people still paid for services, even though they got less than what they were used to getting.

Take airport clubs as an example. The cost or requirements to access American Express’ Centurion Lounge has remained the same – and are actually going up –, though their salons and showers closed (and remain closed) due to Covid. I imagine Centurion Lounge is reducing costs here by eliminating salon and cleaning staff salaries, supply costs for shampoo, conditioner and nail polish, and even reducing water and electrical use. So, if customers are willing to continue to pay for access despite reduced services provided, has Centurion Lounge struck a more profitable balance between effectiveness and efficiency here?

Understanding the difference between effectiveness and efficiency is key, though the words are often used interchangeably.

“The difference between effectiveness and efficiency can be summed up shortly, sweetly and succinctly,” according to InsightSquared. “Being effective is about doing the right things, while being efficient is about doing things right.”

So, I ask again: has Centurion Lounge found a better balance between effectiveness and efficiency? Considering its mission is to provide luxury services, should the scale revert back to tipping towards effectiveness? Or, would that be bad for business?