Don’t be in denial about your Lost and Found Problem
Are you taking care of your customers?
If a customer loses something at your organization, then you do have a Lost & Found problem. Think about it: the customer who you want to keep happy and coming back to your organization just lost something that they own. This lost item is now your responsibility, whether you want it to be or not. You might think having a sign reading: “we are not responsible for lost or stolen items” will cover you, but that won’t comfort an upset customer or fix their negative experience. That one negative experience leads to an unhappy customer, which can lead to negative social media, online reviews, and word of mouth. Lost and Found is not always about volume, but rather the customer experience. You never know the impact of making (or breaking) one person’s day.
Do you know how you are tracking your lost and found?
Can you be sure that the binder or Excel spreadsheet are being updated every time something is turned in. If items are not getting logged, items could be getting stolen by your staff. That’s another Lost and Found problem people often forget to consider. You won’t be able to fully know the scope of your Lost and Found process until you can track the activity.
Do you have a process for responding to Lost and Found claimants?
While your staff may be trying their best and you may not realize there is a problem, often times responding to inquiries is difficult. If you have multiple employees responsible for managing one Lost & Found voicemail box or email address, your employees might start assuming someone else is responding. This lack of organization can lead to customers being unintentionally ignored. A delayed or unprofessional response will create frustrated customers and impact their view on your organization. Often times, when left unanswered they will take to social media to voice their frustration.
Do you understand what you are liable for?
Do you know how many days you are supposed to hold onto lost items? Do you have someone in charge of keeping track of when items expire? Once items are expired, do you have a process for disposing of unclaimed mobile devices, IDs, credit cards, wallets, etc.? All of these items contain sensitive information that can put someone’s identity at risk. A poor or undefined process exposes your organization to risk of legal action.
Are your practices environmentally friendly?
Do you know where the rest of your expired items end up? If you throw them away, they will just end up in a landfill negatively impacting our environment. With such a focus on being green, this could also paint your company in a negative light. Without a buttoned up process, you are missing the opportunity to not only keep these items out of landfills, but to donate them giving them a second life to people who are in need.
Crowdfind can solve your lost and found problem
Looking into all these Lost and Found problems and starting to fix them might seem daunting (so much so you might consider turning a blind eye), but that is what Crowdfind is for. We want to help you resolve all these issues, and we can pretty easily do so. Crowdfind makes it easy to track items from the time you log them until they expire, communicate with claimants, and figure out returns, all from our easy-to-use dashboard! Once unclaimed items expire, we work with you to make sure any sensitive information is properly destroyed of, items are donated or disposed of in environmentally healthy ways.