Comments on: The Self Service Revolution http://www.amonline.com/blog/2008/05/17/the-self-service-revolution/ Just another WordPress weblog Sat, 11 Oct 2008 22:18:58 +0000 http://wordpress.org/?v=2.3.3 By: Dennis Medeiros http://www.amonline.com/blog/2008/05/17/the-self-service-revolution/#comment-56 Dennis Medeiros Thu, 29 May 2008 00:50:40 +0000 http://www.amonline.com/blog/2008/05/17/the-self-service-revolution/#comment-56 Tom, Read your most recent post just Today as I have been traveling. Your Self service remarks could not be more on point. This past week I chose to go to a gas station for my morning brew 4 times, rather then waiting in line for the same brand name product at this donut chains traditional outlet. Why? It was self service,"consistent quality and speed of service" simply put. In the end I still purchased the product,ie. coffee, but on my terms. Your closing remark caused me some concern for the industry however. Our industry was once the leader and innovator in the “unattended sale” concept. Are we to be left behind in this major shift in retailing? Unless we reach ahead now to define just what the vending industry will look like in 2020 we will continue to loose market share. Here are a few of my thoughts. Egocentric menus: listen, listen, and listen to what your partners (customers) are looking for, how to meet their real needs? Brand your System: through innovation, look, and customer experience. (review your points of contact) Branchising: Non-traditional sales outlets: Self Service Kiosks 400sq' or less at sports complexes (big opportunity here), No one not Chartwell, Compass, Canteen, ARA are positioned to take advantage here. Lastly, give me what I remember, familiar brands, I get the warm fuzzy feeling and you get my cash. May the chain never be unbroken! Regards, Dennis Medeiros Tom,
Read your most recent post just Today as I have been traveling. Your Self service remarks could not be more on point. This past week I chose to go to a gas station for my morning brew 4 times, rather then waiting in line for the same brand name product at this donut chains traditional outlet. Why? It was self service,”consistent quality and speed of service” simply put. In the end I still purchased the product,ie. coffee, but on my terms. Your closing remark caused me some concern for the industry however. Our industry was once the leader and innovator in the “unattended sale” concept. Are we to be left behind in this major shift in retailing? Unless we reach ahead now to define just what the vending industry will look like in 2020 we will continue to loose market share. Here are a few of my thoughts. Egocentric menus: listen, listen, and listen to what your partners (customers) are looking for, how to meet their real needs? Brand your System: through innovation, look, and customer experience. (review your points of contact) Branchising: Non-traditional sales outlets: Self Service Kiosks 400sq’ or less at sports complexes (big opportunity here), No one not Chartwell, Compass, Canteen, ARA are positioned to take advantage here. Lastly, give me what I remember, familiar brands, I get the warm fuzzy feeling and you get my cash. May the chain never be unbroken!

Regards,
Dennis Medeiros

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