Technology + People = Service

We, at Unique Management Services, pride ourselves on our use of technology to serve our customer libraries. Indeed, we’d better! One of my great awakenings when I joined UMS, several years ago, was to the metamorphosis that had taken place in libraries, all over the world, in information management. I fondly remembered going to my public library and thumbing through the Dewy Decimal cards to find the perfect book for my school project. Now, card catalogue trays have been replaced by banks of computers for patrons’ web searches! Libraries’ near total transition to an electronic culture, in a few short years, was nothing short of miraculous.

Likewise, in virtually every business that caters to customers, the impact of technology on customer service is dramatic—and therein lies a paradox.

As adept as we are, at UMS, in providing cutting edge technical solutions, the most frequent feedback from our customer libraries is their appreciation for our personal touch—having a live person at UMS who cares and to whom they can turn when needed. It is repeatedly demonstrated that the feeling of being truly served occurs when one human being engages another with empathy. Technology, as critical as it is to good service, is a tool, not a replacement, for a personal response to a customer’s needs.

For example, in another article in this newsletter, Cary Luckert discusses upgrades to our InfoLink web service. This account access utility has proven invaluable to our many customers. It’s quick, easy, provides information and saves time. We’re proud of it. It serves you well. But, not for a moment, do we assume that it replaces your need to have us here when you call.

Of course, this principle doesn’t just apply to UMS. It applies anywhere people are served by others. Think of times when you’ve appreciated doing business somewhere. Then, think of times when you have been disappointed or angered while doing business, somewhere else.What were the differences? What led to your satisfaction/dissatisfaction?

When I shop, on-line, I truly appreciate the ease with which I can place my order with a few keystrokes. Most of the time, the process goes without a hitch—I place my order, receive an immediate e-mail confirmation, with instructions on how to track my order, and an “electronic” thank you.

The crux in service often comes when there’s a glitch and I have to call the company to complete the order or to ask a question. In most instances, the response is quick and easy. I call the advertised 800 number and talk with a customer service person who resolves the problem with a smile. Other times, I can’t even find the phone number. It’s either hidden, or not available. The clear message from the company is that “We really don’t want to talk with you. If our automated system isn’t working, then neither are we.” In the first instance, the automated ordering system is clearly a tool to make my purchase easy; and if there is an exception, a person is readily available to help me fix the problem. Those companies back up their claims of service with real people, and I am satisfied.

In the second instance, the computer has clearly replaced the person in the name of “service.” I’ve never returned to those companies to do business.

At UMS, our culture of service includes a heavy dose of “personal touch.” We will always stay on the edge, indeed push the edge, to use technology to the fullest extent. And, on those occasions when you need us, we will be here when you want us to be.