- Pay P200 to a central cashier. This will load P200 worth of cash in your cash card.
- Get the Cash Card.
- Order in the various restaurants in the fast food center.
- The Cash Card electronic system was often offline.
- Customers who learned that they could not pay cash were turned off. Shops lost business.
- Customers who bought Cash Cards (like my wife and I) had to pay cash anyway, whenever the system broke down. After wating in line for several minutes and then only finding out that our Cash Card was useless, we just decided not to buy from the food shops. Again, this caused loss of customers.
The problem is that although they refunded our real cash, they caused anger and even probably made the food shops lose business (in fact this is what the cashier in one of the food shops told us -- customers got turned off at the Cash Card requirement).
SM is a very popular mall in the Philippines. In fairness, SM has been able to institute many improvements to its customer experience. However, it still sometimes implements stupid policies like this one.
- In the first place, requiring a Cash Card is an additional step that adds no value to the customer or the business.
- Moreover it adds a second step to HUNGRY consumers who sometimes have to line up, since the central Cash Card office has only one employee to process all customers of the fast food center.
- Also, what happens if I have a few pesos left in it? I would have to reload and I keep feeling that my money is not being maximized.
- Lastly, it frustrates customers, since it is also unreliable.