So, we have heard enough about the disasters and plagues of 2020. We are all aware of COVID and all the economic ramifications of the shutdown. The fires, the hurricanes, the riots, the unemployment, (the locust?), and the politics of it all. Can we possibly withstand the verbal onslaught of the politicians and pundits on the 24-hour news channels and talk radio? Most of us just want to survive and make it through this.  We want our business back. We have taken our economic hits in the past with determination and ingenuity. We survived it all as new regulations and compliance requirements were rolled out that culled the herd. Every one of our franchisees should take pride in being able to adapt and thrive during the changes in banking and technology. 

How do we get through these times when there is so much uncertainty in what direction our country will be going after the election and after we return to the, “new normal”? At a time when many are struggling to keep their lights on, do you actually consider expansion? It is a strategy that seems counter-intuitive but under the right circumstances can make sense.  Our centers do provide essential services to a demographic that is increasing in size. The pandemic has hastened the retirement of many store owners and has made stores available at reasonable prices. In other words, we are in a buyer’s market and the buyers are mostly limited to those already in the industry. Store owners that already have experience in the industry are finding it much easier to expand than people trying to enter the industry. Many banks require experience, and the vendors are much more robust in their vetting process. It is not just the experience that matters. Your organization already has procedures and programs in place that are transferable to a new location.

There are the standard strategies of getting through rough times and they have proven effective in the past.  Investment into marketing, diversification in services and products, expense reductions and a renewed dedication to customer service and cross selling. However, the strategy of expansion may be something to consider and one that could make sense to you. To discuss the possibility of becoming a multi-store owner and how we may be able to assist you please feel free to contact me at your earliest convenience.

BY AL DESTEFANO

I am sure that most of us would agree that 2020 is a year we will be happy to see behind us. And yet, as we arrive in the final quarter of the year, I think it is a good time to reflect on the good that we did for the customers who depend on us, the sacrifices we all had to make, and the lessons that we learned. Since the worldwide shutdown in March, United has cashed over five hundred million dollars in checks for customers that would have otherwise had no access to their money. Having helped man the phones in the early weeks of the pandemic, I can testify first-hand how grateful our customers were that we were here for them.  Like the workers who put themselves in harm’s way in the hospitals, food stores and other essential services, our franchisees and their staffs should be commended for a job well done.

Like nearly every business though, our industry has felt, and continues to feel, the economic impact of a worldwide event that we could never have imagined a year ago. On average, March same store sales were down 16% and April’s nearly 27%.  Fortunately, May and June were helped by the stimulus and lump sum unemployment checks. In fact, the overall average same stores sales, in June were about the same as 2019. However, now that the stimulus checks have passed, both July (down about 15%) and August (down about 25%) reflect the truly high level of unemployment in the customer base we service. In addition, while we are still seeing a considerable amount of commercial checks, there has been an impact. Most centers are reporting seeing smaller and less frequent checks from their account business. On the bright side, I think it is reasonable to assume that there will eventually be another stimulus package, hopefully before the end of the year and we can expect to see an increase in seasonal help which should make things a little better.

Nonetheless, in comparison to many businesses we have been so very fortunate to be able to stay open. Even the losses we incurred by reduced sales have been helped by the fact that many of our centers have secured PPP loans which will no doubt be forgiven. Many food and service franchises have been crushed by the pandemic; and the investments of many business owners are gone; perhaps for good. We have a lot to be thankful for.

Having worked at United since 1992, I’ve been through a few economic upsets. The great recession taught me a lot, and as we managed to get through that crisis, I would like to encourage you to remain positive. We survived the recession and we will do the same with the pandemic. Hopefully, a vaccine will be forthcoming soon and by this time next year we could see a return to the normalcy that seems so distant now. American business as a whole is quite resilient, and it is the people themselves that will seek creative ways of working their way out of this. 

While the pandemic undoubtedly had the most impact this year, we also had to deal with a catastrophic ransomware attack, which we have thankfully emerged from intact. Once again, I would like to thank all of the franchise owners and staff for their patience in what was indeed a very stressful time. Not only were 65 centers affected for weeks, but all of our computers at our headquarters were compromised as well. Nonetheless, I would like to applaud the great staff at United who never missed a beat. I found great encouragement watching them continuously thinking out of the box; finding creative ways to resolve issues that under normal circumstances would be handled rather matter of fact.

Lastly, if all that was not bad enough, we have witnessed a year of great social unrest which I believe, along with the fear of the pandemic, has certainly put people on edge.  Again, I want to thank many of the franchisees and their staffs who have tried to recognize this, did their best to keep tempers at bay. It takes some effort to deal with customers who already feel stressed, but a little kindness goes a long way. In fact, I personally can’t think of one instance in the past six months where a little patience hasn’t been able to calm even the most upset customer. Yes, of course, we are all taught that “the customer is always right” (even though we know that they often are not) but in times like these, you might have to go the extra mile, and a little common courtesy can take everyone up a notch. A lesson for all of us.  So, let’s continue to keep the hope, keep safe and be thankful for all we have.

BY JACK LEONARD

Improving customer service is simple and can be done with minimal effort and time! The perfect place to start is by getting to know your customers. Every time a customer comes into the store is a chance to be apart of their lives, even if it is making small talk about how the person is or how their family is doing. By relating to the customer on a personal level it makes them feel important, creates a positive relationship and makes them feel like part of a community. Use every opportunity you can to take the time to understand how United services are meaningful to each and every customer.

Good communication is the key to success. Open the lines of communication by letting customers know that their feedback and suggestions are welcomed. It is easier to proactively offer great service and implement suggestions rather than reacting to complaints after the damage has already been done. Take the time to ask customers about their store experience, if there are any new services they are looking for, if the store hours meet their needs, and simply ask if they have any suggestions for improvement. This is a great way to fix any problems before they happen!

Once you have established a relationship, solicited recommendations, the next step is to invest in the happiness of your customers. Investing doesn’t have to break the bank! For example, simple gestures such as taking the time to add a receipt message is the perfect opportunity to tell customers that we appreciate their business.
Another way to surprise and make customers happy is to give them something for nothing, such as hosting a customer appreciation day and providing giveaways.

This provides a value-added bonus to a positive experience that helps to create goodwill and positive word-of-mouth buzz within the community. There are other ways to connect with your customers also, perhaps by creating a customer of the month program where a customer is selected and given a prize or some type of incentive. Another idea may be to create a community bulletin board where customers can hang information to promote their own small business services within the community.

By connecting with the customer on an individual level a bond is created between the customer and the United brand. The customer will remember that bond long after the transaction takes place. All of the above suggestions such as opening the lines of communication and soliciting feedback from customers are the keys to successful customer service and creating great customer experiences. People appreciate and remember when they are treated like part of a community, when their opinions are heard and when they are respected.

BY MECHELLE SALAS

Newark, Delaware

Congratulations to Hitesh & Manesh Patel on their fourth UCC location!

Hazlet, New Jersey

Congratulations to Tim Harty on his sixth UCC location!

Salisbury, Maryland

Congratulations to Scot Parsons on his fourth UCC location!

They have assured us that they are not going out of business but rather they want to concentrate on their own check cashing and lending chain of over 70 stores called Check City.

They will continue to use Cashwise in this chain therefore developing new updates of this software. This explanation for discontinuation of support to most of their other clients makes a lot of sense. From lack of new sale revenue and collection of support fees from many users of Cashwise left them with no option but to abandon that market. With ITpros2000 Cloud model, they are compensated and have someone else (us) providing the Network Infrastructure and support. It is a win-win situation for them, so they decided to continue to support our model while we transition to Tellermetrix.

The fact is, most software whether desktop app or customized Check Cashing POS does not change much in architecture unless it is redeveloped from scratch in a different language code.

With a small MSB POS niche market, this is rarely done if at all. We at ITpros2000 have successfully“filled in the gaps” for Cashwise with our own value-added features such as OFAC Compliance and Data Mining Tools to name a few. We have worked with Softwise for over 19 years and have in-depth knowledge of its database infrastructure and programming hence allowing us to come up with unique solutions to the MSB compliance needs. We have developed external reports to help with accounting. We just implemented our own Western Union TAIO Money Order Dispenser integration with Cashwise. We may also be able to edit existing Cashwise Reports. We just implemented our own Surety Bank Remote Deposit from Cashwise. We can build others with bank cooperation. We are almost ready to release our new ITPCloud Client Software Portal allowing us to eliminate having to use Internet Explorer Browser to access Cashwise. We will have additional features built into our Sidebar that will allow us to create useful buttons for WUPOS, CheckFreePay, BSA E-filing and other local applications right from our portal. Our ability to work in depth with Cashwise along with our continuous support from Softwise will allow us to host this for a long time. No need to panic as it will be business as usual.

Hopefully having put your mind at ease, I would also like to assure you that we at ITpros2000 appreciate your business and care about each individual client.

We are in full development mode to work with Tellermetrix to evaluate their product and come up with feasibility study findings in a few months. They are working with us and we will advise once we can.

BY ASAD QURESHI

In researching this article, it became apparent that this flaw is more widespread then what we thought. The alarm industry has coined the phrase “crash and smash” to quickly describe this activity. Just the name makes me want to cringe. You may not have heard of it referred to as “crash and smash” but you need to know what it is and how to prevent it.

What is a crash and smash?

The “crash and smash” is a burglar’s new favorite way to break into your store. Here’s how it works:

1. The intruder “crashes” through some physical barrier – usually through a side wall or rear door. Trying to get close to where the alarm boxes are located, again usually in the rear of the store.
2. Unfortunately, the alarm system cannot tell the difference between you entering the store and a burglar breaking in. So, as always, your system gives you a set period (usually 30-60 seconds) to key in your code and deactivate the alarm.
3. During those 30-60 seconds, the intruder locates the alarm panel and “smashes” it. Your alarm hardware is in tatters and it has not had time to notify the alarm company or police of the break-in. The burglar can now rob you in peace.

How can I prevent a burglar from crashing & smashing my system?

The crash and smash method is a dirty trick, but it’s about as low-tech as it gets – bashing in electronics with a hammer. To protect yourself from this break-in method, first you need to evaluate your situation. Ask yourself, where are my weak spots? Is my rear door truly secure? Could a burglar simply use a crowbar to pop it open? What separates my unit from the adjoining unit? Is it just two flimsy pieces of drywall or is there something more substantial like cinder block? Where are my alarm boxes located? Could someone find them quickly (30-60 seconds)? Are they placed on a outside wall? Could someone simply snip the wires from behind? Many installers place the alarm boxes in convenient spots to make servicing them easier. This philosophy also makes it easier to smash the systems. There is no silver bullet that will prevent all crime, the best we can do is adapt our systems and procedures to combat new methods being employed by the criminals.

Harden the perimeter of our stores.

Doors, walls and ceilings can be breached with simple hand tools. Using steel security doors with multiple locks and dead bolts is important. Walls can be reinforced with steel mesh or ¾ inch plywood. Use locks with keys that can’t be easily duplicated by employees that have been terminated. Make it harder to break in, they can’t smash if they don’t get past the crash part!

Detect the break-in sooner.

Vibration sensors on the newly harden surfaces will give the system time (30 to 60 seconds) to call. Double door rear entry with motion detectors placed in-between. Motion detectors in all spaces, do not overlook bathrooms, closets or offices. Roof sensors that detect motion on the roof, detect the break in before they gain access. Redundant communication (line & cellular) has been a recommended feature for years but some stores have still haven’t upgraded to cellular. Line interrupt detection is another feature underutilized. Cutting phone lines is still a popular first step for some burglars.

Protect the alarm systems themselves.

Put the alarm components (boxes) in a secured room area or a difficult spot to find or access. Alarms should have no exposed wires, wireless components or steel conduit. Decoy boxes can be left in the open with the actual components hidden from sight. Locking interior doors could add valuable seconds by forcing the intruder to crash through another barrier if by accident he entered the building in the wrong spot.

Upgrade your system.

A crash & smash works because most alarm systems only send an alert when you fail to reactivate your alarm within the given time period (30 to 60 seconds). Your monitoring company doesn’t know that a door has been opened – doesn’t know that it should be waiting for confirmation of the all-okay. That’s why some companies have come up with an ingenious way to protect against the smash and crash. 

Some newer alarm systems have crash and smash protection. These enhanced systems from Alarm.com notify the monitoring company as soon as you open the door (or a burglar crashes it in), so they’re already on the alert. The monitoring company then waits for confirmation that you’ve disarmed your system. If a burglar smashes in your alarm panel, that does not constitute deactivation. The time period passes, and your alarm company sends the police, but your burglar is none the wiser. He thinks that your system has been effectively disabled. But then the police arrive, and your intruder is apprehended. Remote monitoring and mobile surveillance are monitoring based on a triggered event by an analytic or hardware sensor. This means that if your site is closed, and no one is authorized to be on your property, then remote monitoring will activate at the first sign of a threat.

Do not put all your eggs in one security basket – don’t rely on just your alarm system(s) to keep you in business. Some common sense is also required. Don’t carry more cash than you are insured for. Plan your cash needs daily not weekly, get multiple delivers. Get multiple rated safes. Time is the enemy of a successful burglary; it takes twice as long to break into two safes as it does one.

BY CHRIS FOX

Please provide specific details on accomplishments, outstanding customer service and/or achievements that you would like to have recognized. Your nomination letter may also include details about the nominee’s personality, job performance, character attributes, achievements and future goals.

1. Describe the teller’s accomplishments/contributions that were above and beyond the normal duties expected of the position.
2. Explain how the teller provided outstanding customer service (for example – served as a role model and/or enhanced the reputation of United Check Cashing and/or contributed to a positive work environment.)
3. Describe the teller’s recent achievement(s) that positively impacted United Check Cashing (for example –contributed to established goals, promoted new products/services, marketed to a new customer niche, etc.)

How will the winner(s) be selected?

The “Teller of the Year” recipient(s) will be selected based on how well the nominee fulfills
his/her primary job responsibilities, relates to customers and makes the store/community a
better place. Nominations of tellers will be reviewed, and winners selected by a corporate
office members.

How will the winner(s) be recognized?

Each winning nominee will receive $100, a letter of congratulations and be featured in the
next newsletter.

Up to 5 Winners will be selected!
Email all entries to Mechelle Salas at msalas@unitedfsg.com. Deadline for nominations is October 31st, 2019.

BELLEVUE, Wash. – August 1, 2019 – Coinstar, the leader in self-service coin counting, today announced its agreement with United Check Cashing to install Coinstar® kiosks in store locations in the Northeast. The Coinstar service will complement other financial services offered by United Check Cashing including check cashing, money transfers and bill payment.

“There’s a significant population that prefers to manage their money on a cash basis, including many Coinstar customers.” said Jim Gaherity, CEO of Coinstar. “It’s a great fit to add Coinstar coin counting to other cash-based services offered by United Check Cashing, and we’re delighted to add even more convenient kiosk locations for consumers in the Northeast.”

Coinstar’s turnkey service is available to United Check Cashing franchisees. They pay no capital costs or maintenance fees and the service requires no added labor. Coinstar kiosks are convenient and easy to use for consumers who have the option of turning their change into cash, a no-fee eGift card or donate to charity.

“Coinstar is the leader in self-service coin counting and a trusted consumer brand. We believe our customers will want the multiple services that Coinstar offers from the kiosk,” said Chris Fox, vice president of operations at United Financial Services Group. “We’re also happy that our franchisees can add the Coinstar service easily with no up-front costs or added labor.”

Coinstar kiosk installations are expected at United Check Cashing locations in Connecticut, Delaware, New Jersey, New York and Pennsylvania by the end of 2019. Kiosk locations can be found by visiting www.coinstar.com/findakiosk.

About Coinstar, LLC

Based in Bellevue, Wash., Coinstar owns and operates the largest fully automated, multi-national network of self-service coin counting kiosks. With more than 21,000 kiosk locations, Coinstar provides convenient and reliable coin counting services at mass merchants, grocery and drug stores, financial institutions and check cashing stores. Consumer solutions include coin-to-cash, coin-to-eGift card and charity donation options. For kiosk locations and information, visit www.coinstar.com.

About United Check Cashing

Founded in 1977 and franchising since 1992, United Check Cashing® is a pioneer in the check-cashing industry. United check cashing provides a variety of vital financial services for consumers who prefer to manage their money on a simple cash basis. United provides check cashing services, money orders, wire transfer, bill payment, prepaid debit cards and more. United offers fast and convenient services that are available to everyone. For more information, visit www.unitedcheckcashing.com.

Ladies and Gentlemen: 

Please welcome a new member to our staff: 
Steven Caimi 
Phone: (800) 626-0787, Ext. 26 
Mobile: (856) 912-0401 
E-Mail: scaimi@unitedfsg.com 

Steve’s position with United will be Director of Compliance. His most recent position was with HSBC Bank as an Anti- Money Laundering Investigator. He also spent several years as the Director of Education for Pennco Tech and worked for several banks in various positions when he first completed his BS in Marketing at Saint Joseph’s University.  

After evaluating our current needs, we determined that a large percentage of our field support revolves around the challenges of keeping up with the ever-changing compliance regulations that currently face our industry. Consequently, we decided to reorganize our support program so that those tasks and the general field support are separate; allowing for Steve to eventually provide compliance assistance to the entire franchise body.  

After his orientation over the next few weeks, Steve will be available to assist you with your compliance reviews, preparations for upcoming Title 31, bank, and vendor compliance audits, and, after he has familiarized himself with the individual state regulations, the annual check cashing audits as well. As an initial step, he will reach out to each franchisee to access the current state of their compliance program and set up appointments with you to address any of your concerns. 
In the meantime, please feel free to contact Steve to introduce yourself; as I am certain that he is looking forward to helping you in any way he can.  

Jack Leonard 
UFSG