We recently sat down with our co-founder and CEO of VendCentral, Neil Swindale, to share his story. Through the years, Neil’s positive attitude and vision reflect everything we do today to help our customers and grow our dynamic team.
Neil’s Early Days
Neil grew up in New Zealand until he was about 19 and then came to the U.S. on a basketball scholarship. “Today, a lot of kids from New Zealand come to America to play basketball, but I was one of the first five to ever come. So, it was kind of a big deal. Everyone thought I was Larry Bird!” Neil laughs.
He played four years of college basketball in the U.S. During that time, he met an American girl, got married, and then they moved back to New Zealand for about eight years, while he was still playing basketball professionally in New Zealand.
In his basketball days, playing as 6′ 6” small forward on various New Zealand semi pro teams and occasionally the New Zealand National team, Neil realized his skill set was versatile. “I wasn’t great at anything. But I was pretty good at most things. I could bring the ball up if the guys needed help. I could shoot threes, I could rebound or play deep, which is funny because it’s sort of what I do now at VendCentral. I bump around and do a whole bunch of stuff.”
Neil moved back to America in his 30s as a young father with two kids. “I never had a job before so I was like, what am I going to do? And, boom, my first job was with Coca-Cola in the vending industry. That was 27 years ago and I’ve never left. The vending industry is all I know.”
With the sales job at Coca-Cola, Neil also realized his knack for sales. “I was good at talking to people. And that all came from basketball.” He says he didn’t realize that all the intangible skills he learned playing sports would translate over to running a business.
He worked for Coca-Cola for about two years as a sales rep to vending companies in the Bay Area, taking orders and helping them with any problems and making sure they all were taken care of. It was then that he became intrigued by the vending world.
“I feel like everyone became my friends. I fell in love with small businesses, and in my whole career, that hasn’t changed. I loved calling on the vending guys.”
Neil went from a Coca-Cola sales rep of the Bay Area, to a position with Pepsi Frito-Lay for northern California for 5.5 years, to a position with Nestle Waters for the entire western United States for another 6 years – still calling on the vending companies and loving the relationships formed along his many routes.
He also started his own small vending company called Pacific Refreshments as a side hustle. “I started putting vending machines around town, and it did very well. I absolutely loved being out in my truck, filling machines, and talking to customers.”
Neil was the first vending company in the Bay Area to build a website for his business, and it was then he asked himself a question: “What if I could become the website guru for the whole vending industry?” He sold his vending company and started building websites for his friends who owned vending companies.
“It started with these one-off websites, and then it parlayed out into full online strategies and social media on an ongoing monthly marketing basis. And here we are today with over 500 websites built!”
Entrepreneurial Eagle Eye
Neil admits he has had a flurry of ideas over the years particularly in New Zealand between seasons as a professional basketball player to keep a few dollars coming in. For example, he started a New Zealand version of the Harlem Globetrotters. “I had a fun basketball team called the Lunchtime All-Stars. And all of us professional basketball players that were available that day would go to the high schools and elementary schools and put on a one-hour basketball show. And it was us professionals versus the high school kids in a showcase with music, mascots, free gifts, and T-shirts, the works!”
Another venture he had, while working for an egg company, he saw an opportunity where he could do a side hustle on the weekend. So, he started buying pallets of small eggs and then selling them at the flea market on the weekends. “Whenever I see an opportunity, I jump on it!” Neil laughs.
His favorite job in his early days? Working as a bellhop after he graduated from high school at a hotel in New Zealand. “I would park their car and take their luggage to the room, and I loved it. I got to talk to a hundred different people every day.”
He also reflects back and adds, “I’ve had some crappy jobs along the way, and I still loved them. I think that’s a theme now that I’m coming up on 60 years old. I can look back and say wow, everything I do, I just loved doing it. And that translates to today. I’ve always had an eagle entrepreneurial eye. And, no matter what I do, I love it.”
He adds, “For me, it’s more resilience and hustle, and I’ve surrounded myself with quite a few bright people these days, and it makes things easier. Now, I can just go and do what I do and then let the brains take over!”
Unwind and Relax
In his spare time, Neil’s favorite way to unwind is hiking. “I like to ‘go into the bush’ because it’s so peaceful, and I can relax.” His favorite places have been hiking trips to Iceland as well as New Zealand. At least a few times a week, he enjoys local spots to hike – to be out in nature.
Neil also enjoys weightlifting regularly. “I think it keeps your brain engaged, and I can do it while I take calls too!”
Family Is Key to Success
Family and friends are one of the keys to his success, Neil shares. “I believe that as you go through life, you’re going to have these big ups and downs, and occasionally life is going to deliver some issues. Having your family and friends there to help you navigate it is so important. A number of friends work within VendCentral. And my best friend from high school is Greg Elisara, co-owner of ZippyAssist. We have been best mates for more than 45 years.” And he values these long-time relationships.
Neil is also proud to have a couple family members on the VendCentral team as well – his son Zack Swindale and daughter-in-law Becca Swindale. His daughter Haley has also been on the VendCentral team.
Positivity and a Growing Dynamic Team
What makes a great team? Neil says, “We can’t go anywhere without an organized team behind us. We try to put a lot of emphasis on everyone – and having fun too. I’ve recognized my strengths and weaknesses, and I rely on our dynamic team. The culture of the company reflects back to our customers as well, and I love that they recognize this.”
He adds: “We want that really special relationship with our customers and the entire industry. And all that positivity, as they say, the universe attracts. That’s just a reflection of lots of years of being really positive. And that positivity means great opportunities are now happening for us.”
read moreZippyAssist strengthens the biggest concern of vending customers – service. Its cutting-edge technology opens a connection between you and your customers, 24/7. It builds trust in self-service and unattended retail, driving up sales and retention. And it doesn’t take long before vending machine and micro-market users know about it. It turns a service issue into a chance to give great customer service!
Keep reading to find out exactly what ZippyAssist is and its many benefits.
Speedy Customer Service
ZippyAssist is a mobile-first customer support and engagement platform. That means your customers can use their smartphones to reach out to you about the refreshment services in their breakroom. It is simple to use and provides the immediate support that your customers want. In other words, ZippyAssist builds trust and consumer confidence!
Consider ZippyAssist Your Virtual Assistant
Simply by texting, customers can let you know what’s happening in the break room. ZippyAssist collects the info and reports it to you. Customers may ask for a new product. Or, they could send details about an issue keeping them from being able to buy. Whatever it is, ZippyAssist is there to make the exchange simple and positive.
Say Hello to “One-Click” Refunds
One of the best features of ZippyAssist is how easy it is to issue a refund. After all, stuck products and kiosk malfunctions happen. Customers get upset if their money isn’t returned fast.
ZippyAssist makes it easy and simple to give a refund. Minutes after receiving a request for a refund, you can issue it using a mobile payment app. Give the user money via Paypal, Venmo (US only), Cheque/cash, or Zelle (coming soon). The refund happens in an instant, making the customer happy.
Try ZippyAssist Yourself!
There’s no better way to see what it can do for your refreshment services company than try it yourself. Text: 1011 to 925-744-7770. You’ll be directed to a link that shows exactly what customers see. You can get help, give feedback, or even learn more about the features and benefits.
Get ZippyAssist for Your Break Room Services Company
Don’t let poor customer service be the reason any of your clients switch. Get ZippyAssist to show decision-makers you’ve invested in high-quality service. Plus, it’s a great tool to show facility managers and human resource professionals. Now they don’t need to deal with refunds, plus, it offers a better staff experience. That’s a winning combo.
Don’t hesitate to boost sales and client retention. Reach out to VendCentral today about ZippyAssit. Contact us at (866) 699-8363 or visit us online.
read moreThe customer-service platform ZippyAssist offers many operational advantages. These include instant customer feedback and a dashboard full of operational data. Check out our video overview here. But how do these drive sales? Read on for how ZippyAssist can increase sales at existing vending and even micro-market locations. Plus, how it helps you win new refreshment service bids.
Establish Trust
While consumers are more comfortable than ever with using vending machines, and unattended retail in general, there is still one major barrier – trust. Will the product get stuck? Who do I even go to for a refund? Did they restock today, or is my favorite chip slot still empty? These types of questions run through the mind of the consumer. Furthermore, they create doubt and limit the amount a consumer is willing to spend at your vending machine.
Thankfully, ZippyAssist inspires trust. How? By putting confidence back in the consumer’s hands. Now, they can provide feedback and make their voice heard. They know there is someone on the receiving end who will refund their money or restock that empty coil. If help was easier to access, 38% of customers would use unattended retail more. Those are already your vending customers and now they say they will spend more. That’s a huge win.
Ask for Feedback
Another useful feature of ZippyAssist is that it allows you to see individual customers. And you can use that to your advantage. Let’s say a consumer reached out to you via ZippyAssist. You solved the problem quickly, and as a result, they gave you a great rating on the platform. This person is now an advocate for your company. Ask them to go on your Google Business Listing page and leave a review. Ask them to post about the experience on your company’s Facebook page. Since facility managers and human resource professionals read reviews of potential service partners, this can be invaluable to your vending marketing.
Use ZippyAssist to Optimize Micro-Markets
While a micro-market doesn’t have the potential for a stuck coil, there are still ZippyAssist benefits. One is to use consumer feedback to improve service and product selection. Racks with empty pegs or shelves empty of food at 9 a.m. can be reported by consumers. These are potential sales if products were there. Plus, it gives you direct access to the consumer, instead of hearing product requests through the facility manager or human resources department. Encourage this type of feedback to optimize the micro-market service and ultimately increase sales at that location.
Stand Out to New Business
When competing with other vending or micro-market providers, it can be difficult to stand out. The customer sees similar machines, the same product brands, etc. However, what if they saw one company providing peace of mind through a customer-experience platform? That would be a tipping point. ZippyAssist is a value proposition that can be the tipping point for breakroom service decision-makers so you win the RFP.
ZippyAssist is a Business-Driving Tool
The desire to use unattended retail, such as vending machines and micro-markets is there. Consumers are more willing than ever to spend money at your equipment, but only if they have faith in it. Give them that sense of security and positive customer experience. It will, in turn, boost your sales and keep you from losing customers. You’ll even gain new ones thanks to your investment.
Talk to VendCentral about ZippyAssist today to really understand how it can benefit you. Reach out for a free consultation by email or phone at (866) 699-8363.
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