As humans, many times we look at electronics as being invincible. For example, we have the six Million-Dollar Man, the Terminator and even your handy dandy iPhone. We also look at these electronics as being easily replaceable. When the latest phones, TVs, or gaming systems are released, most times the older devices rest in peace at an ever increasing pace. However, ATMs are not as easily replaceable in comparison to these consumer devices. Your ATM is a high-end item that is required to have a long life span with very little downtime. To get the long life span and needed uptime, it will need proper maintenance.

One of the issues we discuss regularly with clients and prospective clients is what hours of coverage they truly need. We try to help our clients better understand if they are overpaying for support that really isn't necessary or are they indeed paying a fair price to have ATMs up close to all the time. There are a couple key factors I think are important when trying to make this business decision. Hopefully these factors will bring some clarity to your ATM service hours and what it costs you.

Don’t you love when you call a business and you get the automated message to press a certain department or extension number just to get another message to narrow down your choice . Finally, you think you might actually speak to someone and the message plays. That attendant is busy. Please call back. What???

Many businesses are currently taking important steps towards determining their new service strategies for the future, while they are growing out of the bad habit of doing absolutely anything to get business to foster growth. However, when formalizing their strategy, a company’s policies and processes can often make it difficult to achieve what should be the ultimate goal – happy customers.

I recently had lunch at one of my favorite lunch spots, Panera Bread, and this particular location was a pilot for placing orders via the new self service touchscreen kiosks. I noted a long line for the traditional cashiers and no line at the kiosk. I was sold on using the new system. After just a few moments, and one mistake or two, I had my order in and was sitting at a table with the electronic table finder. I understand that not everyone enjoys this particular implementation, but I was impressed by the ease of use and engaging design. Whenever I go back to that Panera location, I use the kiosks if an associate is not immediately available to take my order.

So your check engine light comes on and you have a decision to make. Do I take my car in to the dealership or do I take it to my local mechanic? And what do we typically call that guy...my trusted mechanic, right? This conundrum extends beyond vehicle service to the companies that service your financial automation equipment (ATMs, TCDs, TCRs etc). Let's talk about "Manufacturer Direct" vs "3rd Party" Service -- it’s myth busting time.