Hassle is everywhere and wears many hats, says Business Librarian Mike DePue. His research from his office at the Library Center suggests that consumers long for hassle-free customer service and the business that gives it to them will have a definite competitive edge.

If you’ve ever tried to dial up a “customer service representative,” juggle the phone while inputting numbers and letters, hang on while you are shuffled back and forth among what-seems-like an endless number of automated operators and then feel relieved to hear a human voice, you know exactly what DePue is talking about.

And what about rebates? Wouldn’t it be easier for companies to subtract the rebates when you are buying the item rather than put you through the hassle of searching for and cutting out the correct UPC codes on the packaging, collecting the receipts, filling out the forms and mailing off the whole shebang?  

And are those thick appliance and software manuals in several languages necessary?

According to DePue’s research, the visa process is so cumbersome and bureaucratic that business travel into the U.S. is down 10%. A survey found that 90% of lapsed donors to charities (those who gave in the past, but stopped) were driven away because of their nonprofit’s overly aggressive direct marketing program.

Do you see your business in any of these scenarios? If you do, it’s time to take a look at the Springfield-Greene County Library District’s business resources. You’ll find publications and books at all eight of the branch libraries, but the major resources are located at the Library Center.

If you crave personal, one-on-one hassle-free service, pick up the phone and call 882-0714, extension 196, for an appointment with DePue or e-mail him at mikedep@thelibrary.org.

“Once you identify your customer’s hassles, you can find solutions,” DePue says. “I would be glad to direct you to the Library’s current and wide-ranging information on the subject.”

Jeanne C. Duffey, community relations director for the Springfield-Greene County Library District, can be reached at jeanned@thelibrary.org.