Organizational management is more than just a buzz word around college campuses, it's a way to make sure everything runs smoothly. Because when things go smoothly - without error - more money is kept. Costly mistakes are going to happen at some point, and companies are doing what they can to ensure that they prevent them by implementing techniques and protocols, such as using fenestration software, and it is working.
The Cost of the Wrong Order
Your customer just ordered 5,000 pamphlets for an upcoming 5k run/walk. They want glossy paper on a trifold with 4-color printing. You call a local print shop and accidentally tell them the wrong information (information from another order), and what they get is 60 lb. stock on a portrait landscape in black and white.
First, the customer hosting the 5k is going to be embarrassed. Second, you are going to eat the order. Third, you just lost a customer you really like. Fourth, they are telling everyone about the terrible job you did. Accidents like this can really end up costing you a lot. That is why you want to make sure that you do all you can to avoid slip ups like this.
Best Practices to Keep Orders Straight
The larger a business the greater the need to be organized. Customer service reps employ the following practices when taking an order:
- Get it in writing
- Confirm they understand
- Offer a sample for something new
Customers make mistakes sometimes. They don't want to, but they do, and some will never admit it, therefore making it someone else's fault. For this reason, some seasoned reps never take an order over the phone. They want it faxed in or emailed. Upon receipt, they will call to ensure the order is understood. "I have here you want 900 of them. There is a price break at 1,000, which will cost only $15 more. Would you prefer that?" After the phone call, they email the confirmation. For new products, they are more than happy to send a sample. The reason for this is because free samples make people feel good. Also, the reluctance to buy something new is eliminated with more intimate knowledge of the product. After the order is placed, getting it out is the last step.
Shipping Accuracy - Two Sets of Eyes Are Better Than One
Warehousing is an art and a science. So is warehouse management. When orders go from being placed to being fulfilled there are important steps to go through. The order needs to be sent down in a timely manner. Then there needs to be a clearly designated area for the paperwork. Lastly, the picking and packing of the order must have some kind of electronic interface to catch common errors. This is where a simple barcode scanner will make a big difference. For companies with many SKUs, orders will get complicated. By using a scanner from start to finish errors are caught that would otherwise ship. Shipped products may not be worth retaining, and if they are may not be returned.
In the end, errors are money. They cost customers who would have been back for repeat business, they cost inventory, and they cost your reputation for being reliable. By employing the noted methods - using affordable software programs, getting orders in writing, then confirming them in the same diligent manner, and then fulfilling the sale in a way that incorporates a second set of eyes (even electronic ones), your business will not be at risk for making costly mistakes.
From the removal of the potential for errors comes the opportunity for increased revenue. Rather than cleaning up the mess that comes with sending the wrong parts or products you can promote new ones.
