Cash Vault Services

[Mission Bank]

We are looking to get Cash Vault Services going for our customer and I am wondering if anyone has any feedback on Garda or Loomis and how their operations and customer experience standards?

What do you like?
What do you not like?
Lessons learned?

Thanks!

[Meg Marker]

Please email or call Dub Evans directly with any questions.

Both GARDA and Loomis are huge corporations. They share the same challenges. We have successful relationships with both.
I would say understanding their challenges and maintaining rapport with the administrators at their local facilities is key. They don’t often get noticed for the many perfect services they provide. They certainly hear from their clients when things go wrong. Our approach has worked well: We study their strengths and weaknesses and we identify what we can live with when things go wrong. We limit who can communicate with them. GARDA and Loomis hear from a very small group of people in our organization. We send the same tone in all communications: We see you as our partner, let’s collaborate to make this better for our mutual clients.

In constant need of improvement:
• GARDA AP Nightmare
• GARDA Contract Negotiations. Horrible
• GARDA Rolling stock infrastructure. In desperate need.
• Loomis Implementing new technology. Almost impossible
• Loomis Keeping Bank in the loop during an event that impact our clients. Never.

Some nuances of happiness:
• Timeliness We enjoy a rare and wonderful consistency in all of our market places. Timing. For Loomis and GARDA, their timing is spot on.
• Professionalism We won’t tolerate rude behavior. We have a reporting strategy that works well, and we don’t allow our employees to criticize or reprimand. Both companies are very polite in response.
• Favors granted: We cut them some slack. Both Loomis and GARDA are happy to help us out when we make a mistake on our end.

We have only learned one lesson:
• It pays to come to the table as a partner. Traditional client/vendor relationship techniques will get you quite a ways. Being their partner will get you further. Celebrate their successes, and commiserate their failures. Stay active in the relationship.

WD Evans

717 West Sprague Avenue
Spokane, WA 99201
509 358 8176 Direct

[Meg Marker]

Dub Evans email: devans@watrust.com

[Mission Bank]

Great feedback Meg. I appreciate your insight here! Thanks.

[Author]

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