The High Cost of Not Finding Information

More and more we find that people don’t understand how much money it costs when you simply cannot find the information you need. There are many causes for this malfunction — some procedural, some educational, and some technical. The quantity of time spent in ineffective searching for vital information is enormous, leading to overwhelming costs to builders. These information disasters are a growing threat, and one that few businesses can ignore.

Businessman with binoculars.

In today’s world there are all kinds of information disasters. All businesses deal with outdated, incorrect, and lost information on a daily basis. There are several reasons for this dilemma. First, information is scattered in multiple repositories and databases all over most organizations. No one knows what exists or where it is, and there is no single unified access point or process to find it.

Second, with the advent of the World Wide Web, every professional worker has become an information searcher. Without information training and skills, most people don’t know where to look, how to ask for what they are seeking or when it is OK to stop looking. One answer looks very much like another unless the searcher understands what constitutes valid information.

Third, most employees are inundated with too much information, and they are limited by the tools they have to help them. Everyone seems to be working longer hours and getting less and less done. We are bombarded by e-mail, copies of presentations, alerts of new interesting articles, meetings and all of the other information trappings that go with being a knowledge worker. We spend hours trying to track down something that we found only yesterday, but it seems to have disappeared. We try to reach colleagues who have missing pieces of the puzzle, and they and their computers with the notes from that meeting in January have disappeared for vacation or, worse, left the company altogether. In short, we spend a lot of time spinning our wheels looking for things and not finding them.

We know that roughly 50% of most Web searches are abandoned. That translates into 50% fewer online sales, 50% more frustrated customers trying to solve a problem or get information, and 50% more phone calls that must be handled. Some studies suggest that 90% of the time that knowledge workers spend in creating new reports or other products is spent in recreating information that already exists. According to an IDC study “The cost of intellectual rework, substandard performance and inability to find knowledge resources was $5,000 per worker per year.”1

How do we know when a project has taken twice as long as it should have for lack of access to information? The fact is that knowledge workers rarely turn out measurable products, and each project is slightly different from the one before. If they can’t find the information on which to base their output, they may have to submit poor quality work to meet a deadline.

Top companies overwhelmingly agree that having organized accessible information leads to highly improved decision making, decreased labor expense, and increased efficiency. According to another IDC survey “76% of company executives considered information to be mission critical and their company’s most important asset. Yet, 60% felt that time constraints and lack of understanding of how to find information were preventing their employees from finding the information they needed.” 1

Several studies have proven that new approaches to this dilemma significantly increase ROI for improved access to information. ROI figures vary from 38% to over 600%. It is very clear that the cost of not locating information in your business is substantial. Unfortunately for the company these costs are hidden, thus rarely apparent to your bottom line.

Information disasters are caused not by lack of information, but rather by not connecting the right information to the right people at the right time. People use information within the context of what they are doing. They need to have access to the right information, but only when they need it. And they need to be assured that the access is guaranteed, easy, fast and reliable.

Effective document management is much more than simply storing key documents. It’s about finding what you need when you need it. And for builders who must keep track of thousands of documents, a secure online archive is a powerful way to quickly and easily address the risks associated with right to repair laws, CSI codes, CDL lawsuits and warranty claims. dwellingLIVE’s proven information strategies deliver organized accessible information that improves decision making, decreases labor expenses, and increases operational efficiency for your company.


Managing Your Customer Relationships

Focusing on customer communication is vital to the long-term success of any business.

New HomeIn the early stages of the relationship, effective communication ensures your product or service meets the customer’s immediate needs. As time goes on, regular communication with your customer base allows you to adapt and grow so you can continue to meet their expectations.

 When running a business the amount of attention devoted to each customer becomes increasingly stretched as your company develops and the client base expands. When growth places additional strain on the product or services you deliver, it is essential to remain aware of the importance of managing customer relationships.

Customers expect a high level of service. Regardless of the quality of the product or service you provide, they will not stay loyal to you on a long-term basis unless you treat them properly before, during and after a sale.

Keep customers involved and satisfied at all times.

Regular interaction with your customers will help build trust and loyalty. If your customers believe that you are communicating with them openly, they will feel their relationship with you is one of mutual trust.

Standards of service are constantly improving, so keeping customers satisfied is a continuous process. Ensure your whole business is focused on meeting your customers’ evolving needs. Your product or service may be excellent, but the customer experience can be undermined by slow responses, sloppy fixes, or an off-hand contractor.

Comply with your legal obligations to keep customers informed.

Under selling rules you are legally obliged to provide customers with certain information about their purchase, including a description of the goods or service, price, cancellation rights and warranty information.

Use every channel available to communicate with your customers.

As well as telephoning your customers to keep in touch, you might use your website – or even an extranet – to provide them with useful information and gather feedback. You might email your customers regularly with useful tips and warranty information – but make sure you have permission to contact them in this way and follow CAN-SPAM laws.

Customer Feedback Happy Rating

Use a range of means to find out more about customers and how you can satisfy their unique needs.

Use technology to develop the relationship you have with your customers. For example, if you have a website, provide a feedback form for customers and post answers to frequently asked questions. Use print or email newsletters to keep them in touch with your business developments, community updates, warranty claims, and important maintenance reminders.

Put processes in place to gather feedback at every opportunity.

Do not wait until customers approach you with problems – they may not tell you about them until it’s too late. Be proactive and set up processes to collect feedback. Give everyone dealing with your customers a feedback form. This ensures that if there is a problem it can be rectified quickly.

Always act on any problems that you identify. Thank customers for their feedback and let them know if you implement any changes as a result.

Take your customer satisfaction to the next level with dwellingLIVE’s proven processes.

Being continually recognized as the industry leader in development, production, and distribution of content and information management solutions for homebuilders, dwellingLIVE provides innovative products and strategies that increase your customer communication, overall efficiency, and bottom line revenue. Our superior products allow homebuilders a reliable and convenient tool to interact with their homeowners 24-7 via a personalized website.

dwellingLIVE delivers tremendous value for you and your customers by educating your homebuyers on maintenance/warranty processes, which can lead to decreased work order requests. We also provide multiple channels for communication with your home buyers, increasing the probability that they will use the resources you provided them and in turn, create a positive customer experience. We help you empower your customers to care for their home, which increases the value of your brand and reduces litigation exposure. Ultimately, partnering with dwellingLIVE will increase customer satisfaction, referrals, and lead to reduced costs.

The Tech You Need in Your Homes

Who doesn’t love hi-tech gadgets? They can make daily tasks easier or just make life more enjoyable. Check out these hi-tech gadgets and upgrades that can turn your community into a futuristic neighborhood.

Lockitronhome digital
Everyone’s experienced it at least once. You leave your home, but it’s not until you’re miles away that you wonder if you locked the door. With Lockitron, you don’t have to wonder. The device comes with an app that tells you if the door is locked or unlocked. It even allows you to monitor your family members by telling you who has left or entered the house.

Acoustable is a minimalist coffee table, but that’s not all it is. Sure, you can set your drink on it or kick back and put your feet on it, but it can do so much more. It has a high-end sound system, but you can also connect your smartphone to it. It allows you to play music from your phone while also charging it.

Floor Plan Light Switch
Getting the perfect lighting can be difficult, but with the Floor Plan Light Switch, you have more control than ever. Instead of a switch, the control has a layout of the floorplan. You simply press the area you want lit, and the light comes on. This is also a great way to have all your light controls in one place. No more entering that dark hallway to find the light switch.

Hi-Can Bed
The Hi-Can Bed is the only way to sleep. First, it is an elegant and modern four-poster style bed. Like traditional four-post beds, it has shades to keep you in the dark while you sleep. However, it’s also technologically advanced. With a high quality sound system, built-in PC and entertainment console, you won’t ever want to get out of bed.

Cybertecture Mirror
Just looking at yourself in the mirror is so last year. With the Cybertecture Mirror, you can see so much more. It allows you to install apps, which display information on the mirror, such as news and weather. You can keep up to date on what’s going on outside while you get ready for your day.

Technology is constantly evolving, and while some of these may seem a little more outrageous than others, they are all designed to make your life a little better. Turn your house into the talk of the neighborhood with these great devices.