Quote:
Originally Posted by surfflite
Howard,
Reason for VTM access.
Being a card store, I have no bill changers. I am not there often enough to break large bills. I keep a $200 float, it is used to give change and for change on WDF orders. So once 10 people ask to break a $20 bill. I have no more change. So my attendant would access the VTM to break down the accumulated $20's. We used to just go to the gas station next door to do this but it happens so often the gas station now refuses to give us change.
Reason for office access.
1) I have a card system. Sometimes the PC needs rebooting.
2) If a customer attempts to lie and say the machine took their money. The PC is in my office and attendant needs to be able to access PC to audit card activity to verify customers complaint.
3) I also sell my cards for $1 and if customer adds a minimum of $20 to card when purchased I offer them the $1 back. My attendant uses PC to "credit" that $1 back.
I have instructed them to NOT offer any change. If a customer needs change, they can figure out where to get it. I removed the $200 float. I am using the WDF income to create WDF change.
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I've mentioned "building a store to run unattended" even if you want to have attendants. For our operations, a bill breaker runs about the same cost as a good, large capacity quarter changer, which most will agree is a necessary piece of equipment in a laundromat. Customers can break larger bills down any time (and I don't care to accept $50's and $100's - even the high-end RV crowd knows they're the high payoff for counterfeiters...)
I round WDF charges DOWN to the nearest dollar. It makes the customer feel they're getting a small discount (i.e.: $1.50 per pound - 10#=$15; 11#=$16; 12#=$18...) This also makes it easier to require exact change only... they're right next to the bill breaker anyway.
Using freely available VNC software (and some SSH encryption on top) I can reboot/reset any card reader, data hub, card system server, or VTM dispenser from my iPhone, iPad or home desktop. The "PC" sitting at the VTM is really running in "always on" or "kiosk" mode, meaning even after a power failure, it boots right up to do its job.
Isn't the $1 credit for adding $20 already a bonus function built into the card system? Why does a staff member need to access the PC to manually credit the $1? I'm not familiar with the ESD system, but it seems like I'm missing something.
As for "machine ate my money" and account audits, that's MY job... with the right remote access setup and a wireless carrier that supports voice and data simultaneously, I've had a number of great customer service calls where I can talk to the customer while watching them on the security cameras and editing their account balances, bonuses, etc... It usually goes something like:
ME: "can you please put your EasyCard in the cabinet and read me what it thinks your balance is?"
CUSTOMER: "Umm.... $4.55"
ME: "Hmmm.... okay, do that again please."
CUSTOMER: "Oh, wow... now it's $9.55 and a bonus. You credited my $5 so quickly... thanks!"
ME: "no problem... by the way, is that your red shirt left hanging on the laundry cart to your left?"
CUSTOMER: "Oh, wow... I forgot I hung that there... thanks!"
Then, to REALLY blow their minds with great service, the next time I see that customer, I make sure to check if all is going well since we last spoke. When they indicate they're happy, I try to work in a bit about where I was when we were speaking on the phone... once it was on a fishing boat in Alaska.
Kerry, it sounds to me like you've got a lot of trust in your staffers. While that's a good thing that makes everyone feel nice, the bottom line is that you've got to look out for #1. Don't trust anybody - especially where your money is concerned. Repeat after me: "employees don't get keys or touch my money."
-Case
) but not hanging blatantly on the wall or anything. I admit it is really All my fault.
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