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UP FRONT
SERVICE/SECURITY:
MORE IMPORT ANT THAN EVER
To bring you more information, Play Meter has
devoted this issue, normally dedicated to service, to
service and security issues affecting the operator and
the distributor.
The topics go hand-in-hand because you can't
give good service unless equipment and personnel
are protected from theft or physical harm. You also
can ' t keep offering clients better service if you can 't
depend on employees.
Dollar for dollar, thefts by employees within a
company outweigh thefts from outside criminals.
Many in the coin-op business have learned this lesson
the hard way and have had to turn to some type of
truth verification testing-also known as lie detector
tests.
Now, more than ever, operators and distributors
need to monitor all aspects of their businesses. To
keep tabs on internal activities, you many want to try
truth verification testing . To keep someone from
breaking into your business, specifically vans and
trucks, you may need to invest into some type of
security system. Stories on employee testing and
route security are in this issue .
Service stories include Frank " The Crank "
Seninsky' s " The Care and Feeding of Your Pinball
Machine," a reprint of a Bally Midway booklet written
by Seninsky. This story is recommended for anyone
operating or anyone considering operating pinballs.
Also there is an article on Cleveland Coin's new test
fixture. The .first unit should roll off the line the end of
July. For information on computer software for the
coin-op industry, read an article on the system Dick
George's Roy George Music & Vending Corp .
developed .
I also want to add a few comments about service
in this " Up Front. "
_Service can mean different things to different
businesses. But they all know that the service they
offer customers is very important. The type of service
you provide can cause your business to succeed or to
fail.
Here's one simple example. If customers pull into
a gas station, but no one pumps the gas, cleans the
windshield , or checks the oil, they remember that
station they saw down the road. They won't be back
because the gas is the same , and prices are
comparable. These customers were lost due to bad
service .
This holds true for the coin-op amusement
industry. If an operator needs new equipment, he
knows it will cost about the same at most distributor-
ships . Service will ultimately win or lose his business.
If he orders equipment and is promised two-day
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6
delivery, extending the deadline another couple of
days might not seem like a big deal to you . But those
two days give him time to think about going else-
where.
Of course , circumstances sometimes are beyond
your control. But a phone call to the operator can let
him know that you are concerned . Every distributor
should make it a point to call operators when condi-
tions can't be met.
An operator once said, " My distributor charges a
little more, but I can't afford not to buy from him ."
What a compliment to that distributor! His good
business practices allow him to charge enough to
ensure dependable service.
An operator also owes the.same type of service to
his locations. If a location wants a new game and you
know you aren't going to place it, don't say OK to
appease him and then forget about it. Also if a service
call is needed, don't say you will be there within the
hour when you know your service people are at lunch
and won't even be back for over an hour and have
other calls to make. The service you offer locations
sets you apart from your competition.
A business service that usually does not receive
more than a passing thought is the person who
answers your phone . This has been drawn to my
attention when I have called respected businesses
and have been greeted by a rude person . Though it
may not be logical , and may even be ridiculous, I
found myself thinking less of that company.
I once called an operator in Minnesota , eager to
ask him his expert opinion on a topic. His receptionist
informed me that she could not take a message and
that it would be my responsibility to call back-
although she had no idea when her boss would be in
the office. I never did call back, and I thought that it
was a good thing I was not a customer.
On the other hand, I have called companies
where the receptionist said " Hello. May I help you?"
and she sounded like I was the most important person
who had called all day. She made me feel she was
going to ·do her best to make sure I was helped . My
respect for that company jumped a notch.
You may be reviewing your customer services
right now . As you do this, think of even the small
service opportunities available to make your cus -
tomers happy. You better believe that they ar e
thinking of them.
~ &~
Valerie Cognevich
Editorial Director
PLAY METER, August 1, 1984