Automatic Merchandiser - 33

scale they never could have predicted.
"For these businesses, the systems
they use to accept payment are a huge
part of that. Operators need solutions
that have the ability to both be really
lean and help them keep down costs
when times are tough, while at the
same time being able to scale up and
help process unusually high volumes
of payment. It can be difficult to find a
solution that can do both, but they are
most certainly out there."
Consumers also want payments
to be simple so they can pay quickly,
using technology that provides an
intuitive user experience, Patel said.
"You hire us to handle this aspect
of the business so you can focus on
what you do best: providing topnotch service to your clients," Johnson
added. "But being willing to help that
technology partner implement these
new practices as they come about

is certainly key. If new technologies
are developed or additional safety
guidelines are put in place, there could
be some maintenance required to keep
existing clients up to date."
OPTIMIZING CUSTOMER SERVICE

Communication with customers continues to be critical for operators.
"I've spoken to operators who had
clients calling them at the start of the
pandemic asking them to install card
readers on their machines, when in
reality there was one already on the
machine," Steiner said regarding both
vending machines and micro markets.
"So it's been a process of re-educating
for some operators to ensure their clients know what they are doing or have
already done to keep their machines
or markets up-to-date [and] installed
with the latest technology to ensure the
safety of their customers."

Taking actions like asking at least
10 customers at every micro market location about their purchase
experience would be the most helpful
feedback, Jarecki said. It's important
to survey customers, since preferences
may vary by account. He recommends
operators also test the speed of making
a payment from each kiosk provider
and understand which providers offer
mobile payments to ensure all micro
markets are set up to provide the best
customer service by taking on the role
of the customer.
"If everyone at an operation hasn't
experienced purchasing a product from
their own micro market, they're missing
out," he said. "If they make five different purchases from the same account,
they'll start to get a good feel for what
it's like to be in their customers' shoes,
which goes a long way in delivering the
best customer experience." ■

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Ph: (800) 524-5210 * 419-586-7727 * Fax: (419) 586-9724
Email: info@thiemantailgates.com * Website: www.thiemantailgates.com
August 2020 * VendingMarketWatch.com

33
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Automatic Merchandiser

Table of Contents for the Digital Edition of Automatic Merchandiser
