What happened?

What is happening in many organizations in these economics times? They invest more money to bring in best products, create great store displays, and bring in best computer systems to manage inventory and process orders. But they invest little time or money making sure that customer has an enjoyable experience at “moment of truth.” Plenty of “high-tech,” not much “high-touch.”

What happened while checking out was that cashier was so indifferent to my existence that I could have been Osama Bin Laden and she still wouldn’t have noticed. No eye contact, bad body language, no interaction with me besides saying “$312.64, credit card or cash?” Have you ever experienced this before?

The Forum Corporation did a survey where they asked people why they stop doing business with a company. Sixty-eight percent said they left because of indifference by organization they were doing business with.

How much money are you losing because of indifference by your employees? Or a better question, how many customers or how much money can you afford to lose in these competitive times? Not one I hope. But it happens everyday.

How do you stop this title wave of customers from leaving your organization? Whether you are a manager, an employee or an owner of an organization that deals with customers (and who doesn’t) in person or over telephone here are three “common-sense” customer service techniques that will grow your customer base:

…The answer is a labelmaker. "Most organizers favorite tool is electronic labelmaker," confirms Diane Hatcher, president of Timesavers Professional Organizing Services, Cooper City, Florida (www.timesaversusa.com). "I particularly use a Brother PT65. It's a portable labelmaker. And almost everybody that sees mine wants one."

So why love affair between professional organizers and labelmakers? It's because of what you can do with this little inexpensive object (which is less clunky and more portable than its fading cousin, typewriter). Essentially, a labelmaker spits out self-adhesive tape with words and phrases you type onto its keyboard. (A label printer that attaches to and works in conjunction with your computer would use your computer keyboard as input device). You can view what you're inputting on a tiny screen on portable labelmakers, usually an LCD display similar to ones seen on cameras or handheld calculators.

And while label makers are fun gadgets, they're more than just that. They're practical and useful devices. For instance, here are several ways Hatcher says you can use a labelmaker in an office setting:

1. Label open shelves for supplies or in a supply cabinet. (e.g. "8 1/2 X 11 paper," "bond paper," and "ivory card stock")

2. Label file folders. (e.g. "Jane Doe" and "travel expenses")

3. Label edges of notebooks/binders. (e.g. "organizing conference/March 2004" and "reference information")

4. Label stacking trays on your desk or elsewhere. (e.g. "incoming," "outgoing," and "pending")

5. Label cupboards and drawers. (e.g. "utensils," "coffee supplies," and "property of xyz department" in a shared kitchen/work room.)