Vending Business Customer Service

In the vending business customer service is one of the keys to your survival and prosperity.

When you think of your customers you should think of two distinct groups of people. Firstly you must consider your client, the manager, 'decision maker' or property owner who has given you permission to have your vending machines on their premises. Secondly you have to consider your end users or customers, the people who are actually using your machines on a regular basis.

Let's take a closer look at the importance of vending business customer service and how you should go about keeping both of these groups happy.

The Importance of Customer Service in the Vending Business

Customer service makes sense for most business models and vending is definitely no exception. Customer service is not just about 'doing the right thing' and respecting those that make your livelihood possible. It also makes good sense financially.

The cost of customer acquisition is expensive these days. New vending locations take time and money to get and they often come with a limited number of regular customers. When you consider that the cost of keeping your existing customers happy is much cheaper than acquiring new ones it becomes clear that you must treat them well.

People will talk about your machines, your products and your services. Satisfied customers may refer business to you but unsatisfied customers will definitely spread the word like wildfire. Build a strong reputation through strong customer service.

Good customer service is about being approachable and living up to the promises that you make to people. Exceptional customer service also involves sometimes going the 'extra mile' or 'over delivering' by doing something that the customer didn't expect. That's how you really impress people and get them talking about you.

Managers or 'Decision Makers'

Try to service your machines in a way that you don't interfere with the way that a client runs their business. Some vendors try to sneak in and out like they are invisible and try not to get in the way. This is a good approach but if you do get the chance then a smile or a quick chat can go along way towards maintaining your relationship with the 'decision maker'.

Don't hesitate to give some free products to the 'decision maker' and other important people at your locations. If your machines have bill acceptors then you may be able to have coupons made up that can be inserted for free products. If a location is profitable then handing out some free products or vouchers will hardly make any difference to your bottom line.

Make sure that you clean your vending machines as often as is necessary so that they don't become a dusty eyesore. Repair your machines promptly if they break down and always keep your visits to re-supply a machine as short as possible. Never give the 'decision maker' an excuse to want to get rid of your vending machine.

Customers or End Users

No matter how well you get on with a client or 'decision maker' it is your customers or end users that provide you with your bread and butter. Set out to get customers on your side right from the start.

Introduce yourself to staff when you place a new machine. An office employee or gym member can represent an enormous volume of sales over a period of several months so you should value your regulars. Let people know that they are welcome to call you if they face difficulties with the machine. Give them an email address and say that you would love to hear from them if they have any specific product requests. Passing around a flyer or putting a notice on your machines are good ways to communicate with your customers.

Let people know your refund policy if they encounter problems with your machine and how they can contact you. Being able to give people coupons instead of a refund is the best option as you can mail them out easier than cash and you know that the money will be going back into your business.

Get people into the habit of using your machines right away. While introducing yourself to people at a new location you can pass around a few coins and invite people to try out your machine.

Try not to let your machines run out of more than one or two product lines. If customers don't get what they want the first time they may give up on your machine and go elsewhere. Try to re-stock your machines with product before they fall below 50% of their full capacity as an empty machine can look unappealing.

Make sure that your machine is well presented and stocked with quality products that are not beyond their expiry dates.

When you do visit to service your machines make sure that you are always polite and friendly to people as there is a good chance that they are your customers. If you see someone using one of your vending machines you might consider thanking them for their business.

To be successful in the vending business you need a customer service plan. For the most part you will find that it fairly easy to deliver a high standard of service. It won't cost you a lot and you will end up winning the loyalty of your customers instead of risking losing them.