Customer Service and Quality

There is a need for vending operators to change their operating procedures, given the more competitive environment and the fact that the industry has moved beyond its maturity phase and is actually in a decline phase.

There are ways of achieving excellence in your Antares vending operation. This can be achieved by leadership.

Your Antares business should be about managing customers for loyalty and for profits. No one should ever confuse the concept of managing customers for loyalty with the concept of managing them for profits. The only way that you can strengthen the link loyalty and profits is to manage both at the same time.

Eyeball to eyeball contact with customers is needed to build relationships. You need to understand that your Antares vending business is a relationship business and that people will buy from people they like.

In reality, the perception of quality and price/value relationships by the economic buyers of vending services is hugely influenced by personal relationships between the buyer group and the seller group.

There are different customer groups that you as an Antares vending operator will need to be cognizant with. You will need to find out what motivates them and how you can meet that customer group’s specific needs.

How much contact is enough? Customer fatigue is becoming an issue, and the only cure for customer fatigue is for you to get to the point and provide that “perceived” value. It all starts by being a good listener. It’s not what you say to them, which is important; but it’s what they say to you. Always remember this in your Antares vending business.

There are direct linkages between employee satisfaction and customer satisfaction, customer retention and employee turnover.

The demise of any business is an insidious process, and it may seem that you are just having a streak of bad luck. You will need to check on this condition, incase it happens in your business. If it remains unchecked, it will rob you of not only capital, but will leave you emotionally drained.

If such a situation occurs, there will be no need to worry because you as an Antares vending operator will have plenty of resources available to start working on creating both excellent controls and thus developing a culture of excellence.

.