High tech or high touch?

Your customers want it better and faster. Your employees want your undivided time and appreciation or they will take their services elsewhere.

Your family wants you to spend that quality time with them that you promised. How do you keep up with the ever-demanding pace without losing your mind?

The answer is in developing a 21st century game plan that combines high tech and high touch. It’s a blend of techniques and skills that will prepare you — and your company — for business in the next millennium.

When developing high-tech strategies, consider these five to improve your time management skills and get information to people faster:

• Use personal information manager software (such as Goldmine or ACT!) to combine your Rolodex, to-do list, appointments and goals.

• Purchase a hand-held palmtop computer and synchronize it with your personal information manager to stay on track, whether you are in or out of the office.

• Use a fax or e-mail to communicate and minimize the vicious game of phone tag we all seem to play.

• Broadcast faxes to groups to get a common message out faster.

• Develop a Web site and consider e-commerce whenever appropriate.

  While working on this high-tech strategy is important, the way to retain customers and employees and improve your interpersonal relationships is by becoming a high touch person. This type is caring, encouraging, understanding, appreciative and helpful to others. Consider these high touch strategies when developing your goals:

  • Compliment someone every day.

  • Schedule uninterrupted one-on-one meetings with your key staff. You will get to know each other better and can save time by grouping projects and tasks together.

  • Send out thank you notes to everyone who helps you — customers, vendors, employees, friends and family.

  • Send newsletters to existing and prospective clients.

  • Give public recognition and awards during group meetings.

  • Provide your contacts with not only products or services, but also knowledge. Send articles and book notes that might be of interest to them.

When you begin to put your plan into effect, what you’ll find is that by combining high tech and high touch techniques, it will not only make your faster and more efficient, but it will make you the kind of person your employees and family will want to stay with.

And isn’t that what business is all about, too?

Michael Foti ([email protected]) is CEO of Cleveland Glass Block Inc. He can be reached at (216) 531-6363.