Achieving Excellence in your Vending Operations

Antares vending operators need 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. To encompass a culture of excellence, the Antares operators will need to develop a strategic plan.

Customer loyalty is nebulous

Most of the common wisdom about customer loyalty is bunk. Among the weakest measurements being used are measurements for customer loyalty. High levels of reported customer satisfactions are often contradicted by falling per capita sales. Data can be skewed when survey questions are asked of only the location management and not the end consumer. Trouble can start for your Antares operations, if the right questions are not asked.

When questions are asked by any provider about price, quality, service and variety, it creates an expectation on the part of the respondent that better things are on the way. It shows that your intention is to improve satisfaction levels.

Customer fatigue

Customer fatigue is becoming an issue; they are sick and tired of all the cuddling and patronizing. The only cure for customer fatigue is to get to the point and provide that “perceived” value. It starts with being a good listener.

Also hard to quantify: intangible assets

Some assets of your Antares operations are not on the balance sheet. They may include brand capital, knowledge capital, company culture, long term relationships with clients. The one intangible asset that stands apart, making it the most valuable asset is management and front line employees who are happy. As an Antares operator you will need to take a meticulous inventory of your intangible assets and safeguard them well.

The right compensation formula

Straight commission compensation plans reward only dumping cash boxes, while straight salary plans yield complacency. Base salary guarantee is advocated, plus a commission on sales and a quarterly discretionary bonus based on profits. In most communities, the Antares operator offering the best compensation package has most of the good accounts. Additional investment in your people would be a more beneficial use of capital than other expenditures.