Over the last month or so, I’ve been playing phone tag with someone at the local bank’s office.
I use this national bank primarily because they offer some electronic banking services that local banks don’t bother to offer (such as a real-time, seamless interface with QuickBooks), despite my repeated “encouragement” to do so.
Some have noted that the cost to provide this QuickBooks interface is substantial – yet I get interesting wrinkled brow looks when I remind them that I pay $15 a month to use this nifty QB service because it saves us hours per month. Until the fee got to the point where the time was more valuable, I’d pay it. But I digress…
Anyhow, we’ve been talking with someone there about a refi and a combination of my schedule / travel and her schedule /travel have made it difficult to get into the same room at the same time. Not their fault, just one of those things about a busy summer.
This last time I called, the person I’m working with was out of town for several days. I asked the person on the phone if they could put me on their appointment calendar for the week after they return.
My calendar! Mine, mine, mine!
Astoundingly, the answer was no.
Yes, the folks at this large national bank, the same ones who are advanced enough to have their accounts seamlessly talk to my QuickBooks, do not allow or cannot manage to let their employees see their appointment book or schedule an appointment for someone else.
I have a feeling it might be related to worries that someone might raid someone else’s appointment calendar for plum prospects, but there are ways of showing only open dates. Even so, that shouldn’t be necessary.
If you can’t trust a *bank* employee to access a co-worker’s appointment calendar, tell me why you trust them to work at the bank in the first place – cuz I don’t see it. But that trust thing is a topic for another day.
Now we get to the point where you see where this affects you and your business: Are there resources (like an appointment calendar) that your staff should be able to share so they can help each other serve your clientele?
Back in the photography software days, it was a huge deal for new users of our product to finally get off that paper calendar at the front desk. It allowed anyone to see which photographers / camera rooms / salespeople / presentation spaces were booked and make an appointment no matter where an employee was when they answered the phone.
Sounds completely obvious, but many businesses simply couldn’t do it because they were still tied to that boat anchor – the paper appointment book.
Big, heavy and “somewhere in the warehouse”
Another market I worked with manufactured expensive custom items that were big and heavy. They stored them in the warehouse once they were finished.
The information about the build status and storage location of these custom-ordered items was kept on a set of clipboards on a line of nails in the manufacturing area.
Sometimes the info on those clipboards was out of date or missing because someone forgot to write the build status or location down. An order might get lost / forgotten until a customer called for it – and then you might find out that it hadn’t been built yet.
Now imagine that you are a receptionist in the front office and you’re all alone over lunch hour or during a big sales meeting. When that big customer calls to ask about their 27 piece, $57000 order, you have to put them on hold (or tell them you’ll call back), run back to the clipboards, flip through the orders manually, find the order and run back to the phone.
If the clipboard is missing because someone has it at a manufacturing station, or it is on the manager’s desk (or car seat), you know nothing.
If the data on the clipboard wasn’t filled out, you get to run back to the warehouse and look on dozens of shelves from floor to ceiling for an item that has a little paper tag on it showing the customer name.
That’s a boat anchor.
The alternative? A system that integrates customer information, orders, build status and delivery information together. When the phone rings, you can look up all of a customer’s orders, find the status of any of them and tell them right then. The items are barcoded as part of the manufacturing process so most status and location info is automatically updated. Depending on your situation, “most” could be “all”.
What’s your boat anchor? What can you share to get rid of it, enabling your staff to be more helpful and more productive?