The customer is always right—that's the old adage. These days it’s even more than that, though. The customer determines whether or not your business thrives. A bad review or a negative testimonial online can have serious implications for any company, and it can be difficult to get rid of the bad press once it’s been posted. And unfortunately, bad reviews are much louder than good ones—the White House Office of Consumer Affairs reports that news of poor customer service reaches twice as many people as does praise for good customer service. Research also shows that it takes 12 positive experiences to make up for just one unresolved negative experience.
The best defense against unhappy customers is pretty obvious: provide great customer service. But it’s not just as simple as that. Try as you might, if your business hasn’t yet made the move toward a paperless or reduced-paper office, you might be missing out on opportunities to be there for your customers.
Unfortunately, research from the Gartner Group shows that professionals spend 50% of their time searching for information, with an average of 18 minutes spent to locate a document. Additionally, an estimated 15% of paper documents end up misplaced or misfiled. And those misplaced documents can cost a lot more to find and replace than you might think. See some of the costs associated with paper documents here.
It’s hard to imagine that, given how much time employees spend on these menial tasks, they are really serving customers to their fullest potential.
The good news is that it doesn’t have to be this way! You can stop paper’s takeover of your office and get your employees back to doing what they’re good at: making your customers happy. All you have to do is take out the part of the equation that’s costing your employees their valuable time—paper.