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Digg it UP - How To Find The Right Point Of Sale System For You
We are all leaders; in our families, churches, temples, lodges, clubs, businesses and fraternal organizations.Have you ever heard of a Cult Manager? Yet where have we ever seen more loyalty, commitment and blind obedience? No such thing as a Religious Manager. There’s a huge difference between management and leadership. “Semantics”, you say. When I went to Hotel School I was taught how to be a Hotel Manager. I found that I had to become a Leader in order to gain the loyalty and commitment of my staff.When I first arrived to work as a manager in a hotel in Rhodesia, now Zimbabwe, the staff did the usual hotel staff things to test me. The cashier would mix up the cash register, and see if I could sort out the problem. The night chefs would stay home, and see if I could handle the kitchen at night and prepare the breakfast. I had to prove myself.How does a manager cope with that, as opposed to a leader? I was called in to a meeting of my management peers and they told me to fire a certain Functions Manager. He was a rebel and no good, they said. Lazy. Obstinate. Get rid of him! His name was Oral, I’ll never forget. I watched him at work. His staff of waiters would set up the conferences and do all the work perfectly while he sat outside, smoking. I called Oral into my office and fired him. Then I said, “Oral, I’ve done what everyone here wanted me to do. I fired you. Now, I’m rehiring you on my terms. Here are my terms: You can sit outside and smoke all day. You never have to enter the hotel. As long as the job gets done to my satisfaction, I’m happy. If not, we will talk. How’s that?” Oral beamed. He thanked me profusely. He was happy. He did a great job. I was happy. And one
Ask References the Following Questions
1. Have you used other POS solutions?
The reason you should ask this question is to determine how valuable the reference will be. If the reference has only owned and operated one POS solution, they essentially have nothing to compare their experience to. They could be experiencing the worst service in the industry and not realize it. A reference that has used several POS solutions can provide a comparative context and therefore better information.
2. Why did you purchase this POS solution?
If you can take away one thing from reading these tips, it would be to find a POS system that is best suited for you. You can definitely learn 'what not to do' from someone that purchased solely on price, but there is more value in speaking with someone with similar business issues to you, that found a system that best fits their needs.
3. Did the POS live up to its promises?
You want to find a company that stands by the promises that they make.
4. What specifically do you like best about your POS?
Features are great, but most POS systems have relatively the same features. What really counts is good service and support which is difficult to find in this industry. If service is what the reference likes most about their POS system, chances are you've found a good company.
5. What specific issues have you had with your POS?
As mentioned earlier, software is not infallible. There will be issues. It's important to find out if the issues were only minor or if the software had major faults that prevented the user from performing fundamental tasks.
6. How has the POS company addressed these issues?
Responsiveness is key. A company that responds quickly to issues is an indication of great service. Find out how quickly the company responded to the issue and took the necessary actions to solve the problem.
7. Rank sales expectation setting out of 10.
In any sales situation, sometimes promises are made to get the prospect to purchase the product. Did the sales person oversell and leave the customer expecting more? You want to be able to trust the salesperson. M
Behind the ScenesThough he just graduated from New York University (NYU) Tisch School of the Arts, New York, NY, this past year, cinematography buff Ryan Richmond has already made a name for himself in the film industry. His secret? Getting a head start. While in high school, this Washington D.C. student scored internships producing promos for the Discovery Channel, editing for CNN, and working for BET. He believes the best time to get started on cinematography careers is when you're a student. "Any company is likely to open doors to high school students for internships," Richmond affirms. "They're more available and easier to get when you're younger." As a film and TV production major with a cinematography concentration at the prestigious Tisch School, Richmond continued to make his presence known. During his summers, he worked as a direct marketing associate for Eastman Kodak Company's Entertainment Imaging Division, New York, NY. He also provided freelance camera work on small budget features and music videos. "Freelancing was an extension of class," he explains. "I practiced what I was learning in school."Camera RollingProbably one of the greatest learning experiences of Richmond's career thus far was working as a camera intern on Spike Lee's recent film 25th Hour. "It was the ultimate classroom," declares Richmond. "I got an unlimited backstage pass in exchange for working for him." Another highlight he cites was directing the short film Money Matters, and earning a 2001 nomination for the Independent Film Project's (IFP) Gordon Parks Award, a grant to showcase and encourage the work of African-Americans in the IFP Market. "It was
A well implemented POS system can give you a new level of control over your operations, increase efficiencies, boost profits and help you fine-tune your business model. In addition to efficiency gains over your cash register, POS systems provide information and reports that can help you make more informed business decisions.
Conversely, the wrong POS system can multiply your headaches and cause you to spend valuable time and money on supporting a technology that distracts you from running and growing your business.
By reading this article, you will learn how to make an informed POS purchase decision. Knowing what questions to ask will help you avoid the mistakes of a first time buyer.
DO YOUR RESEARCH - Spend time evaluating POS companies
Finding the right POS software for you takes time and effort. It's an important decision that will effect how your business operates. Make sure you do your due diligence and research several companies.
When choosing a POS system, experienced buyers will tell you that it is very important to buy from a solid company. Taking the time to evaluate companies to ensure that they are customer centric and are committed to great service for the entire lifetime of your business is a smart move which will alleviate headaches now and in the future.
Ask the Following Questions to Evaluate POS companies
1. How long have you been in business?
Software develops over time. So the younger the company, the greater potential for software bugs. With an older, more established company, you can rest assured that they have gone through the growing pains of new software and have a proven product.
2. What is your growth rate?
You want a company that is actively growing. The software industry is very competitive. Companies need to continually advance and improve their product offerings to keep their competitive edge. Not having significant growth indicates that the company may not be advancing their product as much as they should and could eventually be left behind. Stick with innovative companies that are leading the way.
3. How many customers do you have?
The number of customers is an indication of how successful the company is. If the company only has a handful of customers, it's either a) a new company, which you probably should avoid, or b) the company has a bad product or poor service resulting in high customer turnover and few new customers.
4. How do you sell your products?
If the company sells direct, the company has more control over price and support which means you get consistent service and prices. If the company uses a reseller channel be prepared for increased costs and inconsistent service. Selling through a middleman limits the company's ability to control service and price.
SPEND TIME EVALUATION SERVICE LEVELS
When you purchase POS software, you are entering into a long term relationship with a vendor. Let's face it, there's no such thing as fool-proof software. Understanding that you will be in continual contact with your chosen POS company for software updates, support, training, hardware and consulting should be an important consideration in your decision process. The company's level of support could be the difference between a good experience and a bad one. Take the time to inquire about support service levels. If the company you are talking to cannot provide you with specific support measures, they likely don't take support seriously.
Ask the Following Questions to Evaluate service levels
1. Do you offer 7 X 24 X 365 support?
You need support that works on your time. Why settle for anything less? Find a company that you know will be there for you when you need assistance.
2. How do you diagnose issues?
With web-based hosted solutions, support issues can be diagnosed immediately allowing the support team to begin to solve your problem immediately. With on-site, you have to wait for someone to come down to your location to first assess the problem and then take measures to fix it.
3. What is your average support wait time?
How long will the support phone ring before it's answered? Waiting anything more than 30 seconds is abysmal. A company that takes their time answering support calls, indicates that they don't care about their customers.
4. What is your 1st call pick up level?
Companies may say that they pick up their support phone in less than 30 seconds, but how long does it take to speak with an actual support person? Support lines can be answered by an automated system that places you in a call waiting pattern or they send you directly to voicemail. This can be very frustrating and time consuming when you want to speak to a 'real' person. By asking this question, you can find how often you will speak to a 'real' person when you call the first time. The higher the percentage, the greater the chance you will speak with someone sooner.
5. What is your system performance uptime?
Your POS system needs to work 99.9% of the time. A 98% uptime promise may sound good initially but this actually means that the system can be down for 29 minutes a day or 14 hours a month and they've still met their obligation!
LOOK FOR A POS SYSTEM THAT'S DESIGNED FOR YOUR SPECIFIC BUSINESS TYPE
Your business is unique. As such, you need software that meets your specific needs. A lot of POS companies claim their system works for every business type (retail, restaurant: fast food to fine dinning). As a business owner, you are well aware that you can't be all things to all people. Why settle for something generic when you can get software that was built with you in mind? Know what business issues you need to address with your POS in advance and then look for a POS that is catered to your needs. You will be much happier in the long run.
REQUEST A DEMO
You'd test drive a car before you buy it, wouldn't you? Requesting a demo from a salesperson is a great way to see how the software works and if it's a potential fit for your business. Beware of the salesperson who just launches into their product without first taking the time to understand your business needs. Use the salesperson as a resource. The best salespeople are there to answer any questions you may have and to help you find the best solution for you - even if it's not their product.
ASK SALESPEOPLE FOR QUOTES
By now, you should have a good understanding of what your needs are and you can begin asking for quotes. Please note that getting quotes from companies that you are interested in adds another dimension to the decision making process.
Some POS companies will include everything in their quotations while others will leave items out to make their prices seem more palatable - make sure you are comparing apples to apples. It's also very important to ask about costs that may arise during the life of your POS, such as maintenance, support, and upgrades.
You should also ask the sales rep to give you a proposal on all hardware, training, installation, support, upgrades and maintenance.
Ask salespeople the following questions
1. Is software support included for the full term?
We can't reiterate enough how important support is. The majority of providers will provide free support for the first year of the contract, leaving you with potentially expensive on-demand support for the remainder of your contract. Be sure to clarify the support service when you are evaluating companies.
2. Is hardware support included for the full term?
Some companies separate hardware and software support. Hardware support is just as important as software support. Be sure to find out if hardware support is 1) included and 2) covered for the full term of the contract.
3. Are there internal costs I should consider?
With many traditional POS systems a back-office computer is required to run your entire POS operation. It is your responsibility to maintain this computer. The cost of maintaining and running this operating system needs to be included when you are considering purchasing a traditional POS system. Conversely a web-based system would not have this additional cost.
4. How often do you provide updates?
You want the best software available. You can only stand to benefit from a company that is continually upgrading and improving their product.
5. Do you charge for updates?
Some companies charge extra for updates. As a user, you deserve to use the most updated and bug-free version of the software. Look for a company that includes upgrades for the full term of your contract.
CALL REFERENCES
Asking the salesperson for references gives you the opportunity to speak with someone that has used the product first hand. Taking the time to contact references and ask the right questions will help you select the right system and avoid many problems.
In addition to asking for references from businesses that are similar to your own business, ask for references from businesses that have successfully addressed issues that are similar to your own issues (opening a new restaurant, switching from a cash register, addressing a specific cost issue). By speaking with relevant references, you can find out if the POS company keeps their sales promise.
Ask References the Following Questions
1. Have you used other POS solutions?
The reason you should ask this question is to determine how valuable the reference will be. If the reference has only owned and operated one POS solution, they essentially have nothing to compare their experience to. They could be experiencing the worst service in the industry and not realize it. A reference that has used several POS solutions can provide a comparative context and therefore better information.
2. Why did you purchase this POS solution?
If you can take away one thing from reading these tips, it would be to find a POS system that is best suited for you. You can definitely learn 'what not to do' from someone that purchased solely on price, but there is more value in speaking with someone with similar business issues to you, that found a system that best fits their needs.
3. Did the POS live up to its promises?
You want to find a company that stands by the promises that they make.
4. What specifically do you like best about your POS?
Features are great, but most POS systems have relatively the same features. What really counts is good service and support which is difficult to find in this industry. If service is what the reference likes most about their POS system, chances are you've found a good company.
5. What specific issues have you had with your POS?
As mentioned earlier, software is not infallible. There will be issues. It's important to find out if the issues were only minor or if the software had major faults that prevented the user from performing fundamental tasks.
6. How has the POS company addressed these issues?
Responsiveness is key. A company that responds quickly to issues is an indication of great service. Find out how quickly the company responded to the issue and took the necessary actions to solve the problem.
7. Rank sales expectation setting out of 10.
In any sales situation, sometimes promises are made to get the prospect to purchase the product. Did the sales person oversell and leave the customer expecting more? You want to be able to trust the salesperson. Ma
A fun fundraiser for the holiday season is doing a Jingle Bell Walk for your favorite cause. It can be a great fundraising event for a school, church group, medical research, or any other nonprofit group.The basic premise is very simple. You gather a group of people who will walk a certain distance or route and you raise funds for charity through sponsorship donations.The fun thing about this event is it's holiday theme and festive air. Every walker ties jingle bells to their shoelaces and as they walk, the happy noise brings smiles to the faces of everyone involved, event spectators, and even passerby.Raising funds You raise funds with your Jingle Bell Walk for a chartable cause by seeking both corporate and individual sponsorship donations. Companies like being involved with a family-oriented event with a festive air, a holiday theme, and a good cause.Contact companies well ahead of time with a fundraising donation request letter. Explain why you are raising funds, ask for their help, offer different levels of sponsorship, and highlight your fundraising walkathon's holiday theme. Be sure to include a donation form with suggested amounts and a pre-addressed envelope.Individual sponsorship donations are another excellent way to raise funds. Each walker in your Jingle Bell Walk should help raise funds by getting their friends and family to sponsor their participation.Popular approaches are donations by set amount ($5 or $10 is common) or by distance ($5 per mile, etc.). Ask each participating walker to raise at least $50 in individual donations.Getting publicity Increase participation with news coverage by local newspapers, radio, and television st
3. How many customers do you have?
The number of customers is an indication of how successful the company is. If the company only has a handful of customers, it's either a) a new company, which you probably should avoid, or b) the company has a bad product or poor service resulting in high customer turnover and few new customers.
4. How do you sell your products?
If the company sells direct, the company has more control over price and support which means you get consistent service and prices. If the company uses a reseller channel be prepared for increased costs and inconsistent service. Selling through a middleman limits the company's ability to control service and price.
SPEND TIME EVALUATION SERVICE LEVELS
When you purchase POS software, you are entering into a long term relationship with a vendor. Let's face it, there's no such thing as fool-proof software. Understanding that you will be in continual contact with your chosen POS company for software updates, support, training, hardware and consulting should be an important consideration in your decision process. The company's level of support could be the difference between a good experience and a bad one. Take the time to inquire about support service levels. If the company you are talking to cannot provide you with specific support measures, they likely don't take support seriously.
Ask the Following Questions to Evaluate service levels
1. Do you offer 7 X 24 X 365 support?
You need support that works on your time. Why settle for anything less? Find a company that you know will be there for you when you need assistance.
2. How do you diagnose issues?
With web-based hosted solutions, support issues can be diagnosed immediately allowing the support team to begin to solve your problem immediately. With on-site, you have to wait for someone to come down to your location to first assess the problem and then take measures to fix it.
3. What is your average support wait time?
How long will the support phone ring before it's answered? Waiting anything more than 30 seconds is abysmal. A company that takes their time answering support calls, indicates that they don't care about their customers.
4. What is your 1st call pick up level?
Companies may say that they pick up their support phone in less than 30 seconds, but how long does it take to speak with an actual support person? Support lines can be answered by an automated system that places you in a call waiting pattern or they send you directly to voicemail. This can be very frustrating and time consuming when you want to speak to a 'real' person. By asking this question, you can find how often you will speak to a 'real' person when you call the first time. The higher the percentage, the greater the chance you will speak with someone sooner.
5. What is your system performance uptime?
Your POS system needs to work 99.9% of the time. A 98% uptime promise may sound good initially but this actually means that the system can be down for 29 minutes a day or 14 hours a month and they've still met their obligation!
LOOK FOR A POS SYSTEM THAT'S DESIGNED FOR YOUR SPECIFIC BUSINESS TYPE
Your business is unique. As such, you need software that meets your specific needs. A lot of POS companies claim their system works for every business type (retail, restaurant: fast food to fine dinning). As a business owner, you are well aware that you can't be all things to all people. Why settle for something generic when you can get software that was built with you in mind? Know what business issues you need to address with your POS in advance and then look for a POS that is catered to your needs. You will be much happier in the long run.
REQUEST A DEMO
You'd test drive a car before you buy it, wouldn't you? Requesting a demo from a salesperson is a great way to see how the software works and if it's a potential fit for your business. Beware of the salesperson who just launches into their product without first taking the time to understand your business needs. Use the salesperson as a resource. The best salespeople are there to answer any questions you may have and to help you find the best solution for you - even if it's not their product.
ASK SALESPEOPLE FOR QUOTES
By now, you should have a good understanding of what your needs are and you can begin asking for quotes. Please note that getting quotes from companies that you are interested in adds another dimension to the decision making process.
Some POS companies will include everything in their quotations while others will leave items out to make their prices seem more palatable - make sure you are comparing apples to apples. It's also very important to ask about costs that may arise during the life of your POS, such as maintenance, support, and upgrades.
You should also ask the sales rep to give you a proposal on all hardware, training, installation, support, upgrades and maintenance.
Ask salespeople the following questions
1. Is software support included for the full term?
We can't reiterate enough how important support is. The majority of providers will provide free support for the first year of the contract, leaving you with potentially expensive on-demand support for the remainder of your contract. Be sure to clarify the support service when you are evaluating companies.
2. Is hardware support included for the full term?
Some companies separate hardware and software support. Hardware support is just as important as software support. Be sure to find out if hardware support is 1) included and 2) covered for the full term of the contract.
3. Are there internal costs I should consider?
With many traditional POS systems a back-office computer is required to run your entire POS operation. It is your responsibility to maintain this computer. The cost of maintaining and running this operating system needs to be included when you are considering purchasing a traditional POS system. Conversely a web-based system would not have this additional cost.
4. How often do you provide updates?
You want the best software available. You can only stand to benefit from a company that is continually upgrading and improving their product.
5. Do you charge for updates?
Some companies charge extra for updates. As a user, you deserve to use the most updated and bug-free version of the software. Look for a company that includes upgrades for the full term of your contract.
CALL REFERENCES
Asking the salesperson for references gives you the opportunity to speak with someone that has used the product first hand. Taking the time to contact references and ask the right questions will help you select the right system and avoid many problems.
In addition to asking for references from businesses that are similar to your own business, ask for references from businesses that have successfully addressed issues that are similar to your own issues (opening a new restaurant, switching from a cash register, addressing a specific cost issue). By speaking with relevant references, you can find out if the POS company keeps their sales promise.
Ask References the Following Questions
1. Have you used other POS solutions?
The reason you should ask this question is to determine how valuable the reference will be. If the reference has only owned and operated one POS solution, they essentially have nothing to compare their experience to. They could be experiencing the worst service in the industry and not realize it. A reference that has used several POS solutions can provide a comparative context and therefore better information.
2. Why did you purchase this POS solution?
If you can take away one thing from reading these tips, it would be to find a POS system that is best suited for you. You can definitely learn 'what not to do' from someone that purchased solely on price, but there is more value in speaking with someone with similar business issues to you, that found a system that best fits their needs.
3. Did the POS live up to its promises?
You want to find a company that stands by the promises that they make.
4. What specifically do you like best about your POS?
Features are great, but most POS systems have relatively the same features. What really counts is good service and support which is difficult to find in this industry. If service is what the reference likes most about their POS system, chances are you've found a good company.
5. What specific issues have you had with your POS?
As mentioned earlier, software is not infallible. There will be issues. It's important to find out if the issues were only minor or if the software had major faults that prevented the user from performing fundamental tasks.
6. How has the POS company addressed these issues?
Responsiveness is key. A company that responds quickly to issues is an indication of great service. Find out how quickly the company responded to the issue and took the necessary actions to solve the problem.
7. Rank sales expectation setting out of 10.
In any sales situation, sometimes promises are made to get the prospect to purchase the product. Did the sales person oversell and leave the customer expecting more? You want to be able to trust the salesperson. M
I am sure at some point we have all been tempted by 'get rich quick' schemes. You have heard and seen it all before, the tempting schemes that we receive by email/post/newspaper advertisements etc. They promise we will be able to give up work and make ?1000's for just a few minutes work a day on the internet. They tempt you by promises of nice houses, cars and holidays and lots of ???'s.Here are some key points on how to establish whether a 'Business Opportunity' is likely to leave you broke rather than lead you to the promised pot of gold at the end of the rainbow.- DUE DILIGENCE. See what you can find out about the company. Check their details with the government website: CompaniesHouse.gov.uk. Their WebCheck service offers a searchable company names and address index which is free of charge and enables you to search for information on more than 1.8 million companies in the UK. You can also use WebCHeck to purchase a company's latest accounts and annual returns as well as a selection of company reports, all online. In addition to checking the company details you can run some simple checks such as search the address using a search engine. Search the company name on to see whether that reveals any useful information on the company. If you find the address is a 'maildrop' address, this may make the company difficult to trace should they not be legitimate. Also check the contact telephone number and call to ask any questions you may have.- CHECK ALL ENDORSEMENTS. They often claim that their opportunity is backed by reputable companies check this is the case. If it's not the case notify Trading Standards to protect others. Follow up on testimonials; ask if you can speak to
5. What is your system performance uptime?
Your POS system needs to work 99.9% of the time. A 98% uptime promise may sound good initially but this actually means that the system can be down for 29 minutes a day or 14 hours a month and they've still met their obligation!
LOOK FOR A POS SYSTEM THAT'S DESIGNED FOR YOUR SPECIFIC BUSINESS TYPE
Your business is unique. As such, you need software that meets your specific needs. A lot of POS companies claim their system works for every business type (retail, restaurant: fast food to fine dinning). As a business owner, you are well aware that you can't be all things to all people. Why settle for something generic when you can get software that was built with you in mind? Know what business issues you need to address with your POS in advance and then look for a POS that is catered to your needs. You will be much happier in the long run.
REQUEST A DEMO
You'd test drive a car before you buy it, wouldn't you? Requesting a demo from a salesperson is a great way to see how the software works and if it's a potential fit for your business. Beware of the salesperson who just launches into their product without first taking the time to understand your business needs. Use the salesperson as a resource. The best salespeople are there to answer any questions you may have and to help you find the best solution for you - even if it's not their product.
ASK SALESPEOPLE FOR QUOTES
By now, you should have a good understanding of what your needs are and you can begin asking for quotes. Please note that getting quotes from companies that you are interested in adds another dimension to the decision making process.
Some POS companies will include everything in their quotations while others will leave items out to make their prices seem more palatable - make sure you are comparing apples to apples. It's also very important to ask about costs that may arise during the life of your POS, such as maintenance, support, and upgrades.
You should also ask the sales rep to give you a proposal on all hardware, training, installation, support, upgrades and maintenance.
Ask salespeople the following questions
1. Is software support included for the full term?
We can't reiterate enough how important support is. The majority of providers will provide free support for the first year of the contract, leaving you with potentially expensive on-demand support for the remainder of your contract. Be sure to clarify the support service when you are evaluating companies.
2. Is hardware support included for the full term?
Some companies separate hardware and software support. Hardware support is just as important as software support. Be sure to find out if hardware support is 1) included and 2) covered for the full term of the contract.
3. Are there internal costs I should consider?
With many traditional POS systems a back-office computer is required to run your entire POS operation. It is your responsibility to maintain this computer. The cost of maintaining and running this operating system needs to be included when you are considering purchasing a traditional POS system. Conversely a web-based system would not have this additional cost.
4. How often do you provide updates?
You want the best software available. You can only stand to benefit from a company that is continually upgrading and improving their product.
5. Do you charge for updates?
Some companies charge extra for updates. As a user, you deserve to use the most updated and bug-free version of the software. Look for a company that includes upgrades for the full term of your contract.
CALL REFERENCES
Asking the salesperson for references gives you the opportunity to speak with someone that has used the product first hand. Taking the time to contact references and ask the right questions will help you select the right system and avoid many problems.
In addition to asking for references from businesses that are similar to your own business, ask for references from businesses that have successfully addressed issues that are similar to your own issues (opening a new restaurant, switching from a cash register, addressing a specific cost issue). By speaking with relevant references, you can find out if the POS company keeps their sales promise.
Ask References the Following Questions
1. Have you used other POS solutions?
The reason you should ask this question is to determine how valuable the reference will be. If the reference has only owned and operated one POS solution, they essentially have nothing to compare their experience to. They could be experiencing the worst service in the industry and not realize it. A reference that has used several POS solutions can provide a comparative context and therefore better information.
2. Why did you purchase this POS solution?
If you can take away one thing from reading these tips, it would be to find a POS system that is best suited for you. You can definitely learn 'what not to do' from someone that purchased solely on price, but there is more value in speaking with someone with similar business issues to you, that found a system that best fits their needs.
3. Did the POS live up to its promises?
You want to find a company that stands by the promises that they make.
4. What specifically do you like best about your POS?
Features are great, but most POS systems have relatively the same features. What really counts is good service and support which is difficult to find in this industry. If service is what the reference likes most about their POS system, chances are you've found a good company.
5. What specific issues have you had with your POS?
As mentioned earlier, software is not infallible. There will be issues. It's important to find out if the issues were only minor or if the software had major faults that prevented the user from performing fundamental tasks.
6. How has the POS company addressed these issues?
Responsiveness is key. A company that responds quickly to issues is an indication of great service. Find out how quickly the company responded to the issue and took the necessary actions to solve the problem.
7. Rank sales expectation setting out of 10.
In any sales situation, sometimes promises are made to get the prospect to purchase the product. Did the sales person oversell and leave the customer expecting more? You want to be able to trust the salesperson. M
Many of us have heard of the current trend for businesses to become ‘customer-centric’, that is, to put the customer at the centre of our business in terms of our strategies, actions and processes. For most of us, old truths still hold good, such as it’s easier and more profitable to sell to existing customers than to find new ones. In practice, organisations are increasingly setting themselves strategies to measure and ensure customer retention, and charging their staff to be more customer-focused and service-oriented. Many organisations now approach the ‘lifetime value’ of customers (calculated as the typical number of purchases per year multiplied by the average purchase value multiplied by the expected number of years of the customer relationship) and seek to increase it.In the modern era building customer satisfaction and loyalty is a key we say to profitable business – but do many of us really know why? And what we should really be doing to achieve this goal?A good method to establish whether our customers are satisfied with us has been to ask them. Customer feedback mechanisms such as surveys, focus groups, and even feedback forms in hotels and restaurants have become increasingly common over the last decade. Hopefully they’ve provided food for thought and even perhaps prompts for action or change. Too many of us though have underestimated the power of such feedback and the true reasons why customers defect. In such feedback, if customers ‘score’ us at 75-80% we’d be fairly pleased. Falsely so!In the mid-nineties the Xerox Organisation undertook a large study of customer satisfaction (“Putting the Science - Profit Chain to Work”, Harvard Business Review, 1994) and found
You should also ask the sales rep to give you a proposal on all hardware, training, installation, support, upgrades and maintenance.
Ask salespeople the following questions
1. Is software support included for the full term?
We can't reiterate enough how important support is. The majority of providers will provide free support for the first year of the contract, leaving you with potentially expensive on-demand support for the remainder of your contract. Be sure to clarify the support service when you are evaluating companies.
2. Is hardware support included for the full term?
Some companies separate hardware and software support. Hardware support is just as important as software support. Be sure to find out if hardware support is 1) included and 2) covered for the full term of the contract.
3. Are there internal costs I should consider?
With many traditional POS systems a back-office computer is required to run your entire POS operation. It is your responsibility to maintain this computer. The cost of maintaining and running this operating system needs to be included when you are considering purchasing a traditional POS system. Conversely a web-based system would not have this additional cost.
4. How often do you provide updates?
You want the best software available. You can only stand to benefit from a company that is continually upgrading and improving their product.
5. Do you charge for updates?
Some companies charge extra for updates. As a user, you deserve to use the most updated and bug-free version of the software. Look for a company that includes upgrades for the full term of your contract.
CALL REFERENCES
Asking the salesperson for references gives you the opportunity to speak with someone that has used the product first hand. Taking the time to contact references and ask the right questions will help you select the right system and avoid many problems.
In addition to asking for references from businesses that are similar to your own business, ask for references from businesses that have successfully addressed issues that are similar to your own issues (opening a new restaurant, switching from a cash register, addressing a specific cost issue). By speaking with relevant references, you can find out if the POS company keeps their sales promise.
Ask References the Following Questions
1. Have you used other POS solutions?
The reason you should ask this question is to determine how valuable the reference will be. If the reference has only owned and operated one POS solution, they essentially have nothing to compare their experience to. They could be experiencing the worst service in the industry and not realize it. A reference that has used several POS solutions can provide a comparative context and therefore better information.
2. Why did you purchase this POS solution?
If you can take away one thing from reading these tips, it would be to find a POS system that is best suited for you. You can definitely learn 'what not to do' from someone that purchased solely on price, but there is more value in speaking with someone with similar business issues to you, that found a system that best fits their needs.
3. Did the POS live up to its promises?
You want to find a company that stands by the promises that they make.
4. What specifically do you like best about your POS?
Features are great, but most POS systems have relatively the same features. What really counts is good service and support which is difficult to find in this industry. If service is what the reference likes most about their POS system, chances are you've found a good company.
5. What specific issues have you had with your POS?
As mentioned earlier, software is not infallible. There will be issues. It's important to find out if the issues were only minor or if the software had major faults that prevented the user from performing fundamental tasks.
6. How has the POS company addressed these issues?
Responsiveness is key. A company that responds quickly to issues is an indication of great service. Find out how quickly the company responded to the issue and took the necessary actions to solve the problem.
7. Rank sales expectation setting out of 10.
In any sales situation, sometimes promises are made to get the prospect to purchase the product. Did the sales person oversell and leave the customer expecting more? You want to be able to trust the salesperson. M
Dr. Albert Ellis, recently voted one of the most influential psychologists of the last century, is rumored to be on his way to a Nobel Prize.As a long-time admirer of Ellis, and as someone who had the privilege of learning with him, in person, let me say it’s well deserved.Ellis says we can experience an emotion that we dislike and alter it, because our reasoning capacity controls our emotions, to a large extent. His approach is to teach people to talk themselves out of their funks, in some cases on the spot.So, let’s say there is a customer who is screaming at you. If you tell yourself, “It’s awful whenever anybody screams at me, and I shouldn't have to take this guff!” you’ll set yourself up for feeling stressed and very uptight.Ellis says, especially when we’re doing a slow burn that starts to really ignite, that we should ask, “What am I telling myself that’s making me so agitated?”In the screamer situation, there are two things, two nettlesome beliefs: (1) It’s AWFUL; and (2) I SHOULDN’T HAVE TO TAKE IT!Ellis advises us to challenge both assumptions, to ask:Why must it be awful? Can’t I make it simply “mildly uncomfortable,” instead? Also, who says I shouldn’t have to take it? Me, right?Maybe I do have to take it. It could be part of the job, an unpleasant part, true, but part of it, nonetheless.Once we have challenged these assumptions, and substituted more mild alternatives, our emotions subside, and we come into better control, says Ellis.If you’re in any kind of customer-facing capacity, you may find Ellis’ books a real help.He reminds us that we may not be able to control what customers throw at us, but we can l
Ask References the Following Questions
1. Have you used other POS solutions?
The reason you should ask this question is to determine how valuable the reference will be. If the reference has only owned and operated one POS solution, they essentially have nothing to compare their experience to. They could be experiencing the worst service in the industry and not realize it. A reference that has used several POS solutions can provide a comparative context and therefore better information.
2. Why did you purchase this POS solution?
If you can take away one thing from reading these tips, it would be to find a POS system that is best suited for you. You can definitely learn 'what not to do' from someone that purchased solely on price, but there is more value in speaking with someone with similar business issues to you, that found a system that best fits their needs.
3. Did the POS live up to its promises?
You want to find a company that stands by the promises that they make.
4. What specifically do you like best about your POS?
Features are great, but most POS systems have relatively the same features. What really counts is good service and support which is difficult to find in this industry. If service is what the reference likes most about their POS system, chances are you've found a good company.
5. What specific issues have you had with your POS?
As mentioned earlier, software is not infallible. There will be issues. It's important to find out if the issues were only minor or if the software had major faults that prevented the user from performing fundamental tasks.
6. How has the POS company addressed these issues?
Responsiveness is key. A company that responds quickly to issues is an indication of great service. Find out how quickly the company responded to the issue and took the necessary actions to solve the problem.
7. Rank sales expectation setting out of 10.
In any sales situation, sometimes promises are made to get the prospect to purchase the product. Did the sales person oversell and leave the customer expecting more? You want to be able to trust the salesperson. Make sure the customer's expectations were met when they started using the end product.
8. Rank the training experience out of 10.
How easy was the product to learn? Did the training process run smoothly? If the reference rates the training experience highly, you can assume the training process will run seamlessly with little disruption for you as well.
9. Rank the service experience out of 10.
Service. Service. Service. Ask this question to get a quantitative score for highly important service levels.
10. Rank your likely of recommending out of 10.
If the reference would recommend this product it's a good indication that they are happy with the product and it is a good fit for their business.
11. If you were going to buy a new POS solution, what questions would you ask a new vendor that you did not ask last time?
This is a great opportunity to learn from someone that has already gone through the process you are currently undergoing. Established POS users have a different perspective and would probably approach things differently the second time around. Gaining insight from the reference will help you avoid the mistakes of a first time buyer.
PLAN FOR THE FUTURE
It's important to think about your future. You may have one location now, but if you ever plan or dream of having multiple locations you need to consider scalability. Ask the provider about the software's ability to incorporate additional locations. How are the different locations integrated? How are menu items and prices changed for all locations? What are the costs associated with having additional locations?
Purchasing a POS system can be a scary and frustrating process, but with the right amount of patience and perseverance you can find the POS that best fits your needs and puts you on the track to success.
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