Why should your car have a spare tire? This one seems like an obvious question. However, more and more business operators don’t apply this same, simple philosophy to the tools that run their businesses.

First, what is a crash kit? Simply put, it’s a backup plan and tool kit for unforeseeable (or likely) events like a power outage, a system crash, an internet service disruption, etc. No small business is immune to these challenges and many face these occurrences on a frequent basis.

Stuff Happens. Computers Crash. Employees Screw Up. Is your business ready for this?

All small business that regularly serve consumers should have a backup plan in place for times in which they cannot ring orders through a traditional POS system, can’t swipe credit cards. A small amount of cash and a few minutes of planning can save your business from disaster.

Customers walk out. Customers can’t pay. Customers complain socially.

Aside from the financial loss of customers who can’t pay for food or services rendered, customers who leave without being served at all due to systems not working, are likely to complain to friends or on social media. News of bad customer service reaches more than twice as many ears as praise for a good service experience1. Having alternative methods of getting orders through, getting tabs paid, and maintaining atmosphere during these interruptions can be the difference between building loyal customer relationships and losing customers.

Ok. What do I need?

A simple Crash Kit for a restaurant or small store should include at least the following:

1. Hand Tickets – Paper cheques, order pads, Guest Tickets, etc. can be bought at your local restaurant or office supply store or even from online sources like Amazon.com and others. Make sure you have enough for each employee to have a full pad.
2. Pens – As obvious as this one seems, in a world dominated by computers, smartphones, tablets, and the like, these aren’t as readily available as you’d think.
3. Manual Credit Card Imprinter – A “knuckle-buster” or “kachunker” is that old thing where you put your credit card down on the plate and slide the bar over the top in order to make a carbon copy imprint of a credit card. These allow for totals, taxes, and tips to be written on the slip along with a customer signature to authorize the charge.
4. Credit Card Imprint Slips – The imprinter is no good without carbon slips. Be sure you have enough for a whole day’s transactions. Any time you pull out the crash kit, be sure to replace your stock so you’re prepared for the next outage.
5. Calculator(s) – iPhones work. Math is hard for some. Best to be prepared.
6. A Rubbermaid or similar container – Keep everything in one box. Label it clearly. Teach all your staff where to find the crash kit. Most importantly, include Item 7 taped to the inside or outside of the box!
7. A WRITTEN PROCESS – None of this is any good unless everyone knows how to use it. Be sure to create a step-by-step list of what to do in the event of an outage. Make sure your applicable tax rate is documented. Include an example imprint slip with the relevant info completed (and the card number redacted, of course). Be sure to include instructions of what to do when your primary systems come back online.

You can afford the expense of a crash kit. Can you afford not to have one?

There are also more advanced backup technologies available such as credit card terminals connected to landline telephones, traditional cash registers, as well as mobile credit card acceptance products. These can be handy alternatives that may be worth the investment depending on your business.

About the Author: Wesley B Wilson has spent well over a decade implementing systems and technology strategy in retail and hospitality environments. While consistently looking for new, innovative ways to delight guests through technology, he’s not afraid to embrace the tried-and-true. Wesley is the VP of Operations & Customer Experience at Leapset, a Venture of Sysco Foodservices (NYSE: SYY).  www.linkedin.com/in/wesleybwilson

Source:

1. 2012 Global Customer Service Barometer – Findings in the United States