Every retail business faces urgent situations, such as crashed POS systems during peak sales periods and sudden staff absences. But what happens when procedures and systems aren't in place to address these urgencies?

This real-world example illustrates how poor password management turned a "VERY urgent" matter into a seven-month saga with significant business implications.

Inaccessible Financial Records

In December 2024, our team received a concerning call from an accountant regarding one of our clients, Louis, who had unexpectedly fallen ill and moved to a nursing home. The accountant needed to access Louis's financial records stored on his computer to finalise his affairs. Unfortunately, the computer was not working. As the accountant said, it was "VERY urgent."

So we immediately offered assistance. We asked him to send that shop's computer to our engineering bay for immediate repair. What followed was a series of delays and complications that transformed this "urgent" situation into a long ordeal:

Week 1

We heard nothing from the accountant after our initial conversation.

Week 3

The accountant's assistant arrived unannounced with the computer. Upon examination, we discovered that the operating system had been deleted. So we said it would take a few hours to see the damage. The assistant left and said to contact them as soon as possible when we had an answer, as it was urgent.

We got the computer working but discovered that it was protected by many passwords, which was unsurprising, as most financial computers are similarly protected. We recommend it; click here. 

We notify them of this promptly.

Week 5

After notifying them about the password issues, we finally received some passwords. However, during our investigations, we discovered we needed additional credentials for several protected areas. We told them this.

Week 9

We received a follow-up for them. The accountant acknowledged the urgency but mentioned he was going on holiday soon and would be gone for a week.

Week 13

The accountant provided more passwords, which again proved insufficient.

Week 17

We received a USB stick with some information. It helped, but the accountant announced he was departing soon for a month-long European holiday.

Now

What began as a "VERY urgent" matter was now guaranteed to extend beyond seven months, potentially having profound implications for Louis's financial affairs.

What hurt is that it was entirely preventable.

Password management best practices

This scenario highlights one of the most significant vulnerabilities in many retail businesses: the single point of failure. In Louis's case, he was the only person with access to critical financial information. This common but dangerous practice leaves businesses extraordinarily vulnerable when that person becomes unavailable for any reason.

For retailers, I have seen this risk extend beyond financial data to include:

• POS system administrator credentials
• Supplier portal logins
• Banking and payment gateway access
• Inventory management system passwords
• Customer relationship management data
• Cloud storage accounts
• Social media and online marketplace logins

If only one staff member can access these systems, your business is one unexpected absence away from significant operational disruption.

Consider the potential costs of password-related business disruptions.

Crisis management for businesses

The other revealing aspect of this situation was the disconnection between the stated very urgent and the actual response time. While the accountant consistently emphasised the urgency of resolving Louis's affairs, somehow, I did not see it. Cynically, I wonder if the accountant did not benefit from this delay.

Business continuity

The best emergency response planning isn't seen in what happens, but in what doesn't happen.

Written by:

Bernard Zimmermann is the founding director at POS Solutions, a leading point-of-sale system company with 45 years of industry experience. He consults to various organisations, from small businesses to large retailers and government institutions. Bernard is passionate about helping companies optimise their operations through innovative POS technology and enabling seamless customer experiences through effective software solutions.

Today, your point-of-sale (POS) system is vital in your shop. However, remember that it is a mechanical device. Even the most reliable machine can fail even with the best care being taken. Even quicker if it is not well treated. Here, we'll explore why regular computer maintenance is essential for small retailers, share a cautionary tale from one of our clients recently, and provide you with a practical checklist to help you keep your POS system running smoothly. Don't let your business become a cautionary tale too —learn how to protect your investment and ensure business continuity.

The Cautionary Tale

A had been using the same computer for a whopping 15 years. It started showing issues, and when reported to us, we told them that this machine needed looking into and maybe needed replacing. They kept putting it off with the idea, "If it ain't broke, don't fix it."

But here's the point - it was broken. They didn't know it yet.

The Breakdown

A few days ago, their computer died. Here's what went wrong:

Outdated Operating System: The computer was running Windows Server 2008. It is long obsolete. POS software updates are helpful.

Computer cleaning: The computer was caked in dust, and no one bothered to clean it. As a result, the air vents were blocked, so it ran without cooling, cooking the circuits.

Hard Drive Failure: After years of good service, the hard drive called it quits.

Corrupted Backup: When we checked, the problem corrupted their backup.

The Consequences

Now, our client has

• Data Loss: Lost critical information, probably its gone forever.
• Downtime: It will take us time to recreate their system. We have given them a fresh system with minimal information till we sort it out.
• Expensive Recovery: Recreating data and migrating to a new system isn't cheap.

Your Computer Maintenance Checklist

So, how can you avoid this Scenario? Here's a handy checklist:

POS system maintenance: Dust is the enemy! Give your equipment a good clean regularly, at least once a year.  Read here.

Hardware Upgrades: Why wait until it's too late? Prevent possible data loss.

Backup, Backup, Backup: Create frequent data backups and store them off-site.

Listen to Experts: Take their advice seriously! If you do not like their advice, why do you use them?

Retail computer maintenance checklist

1. Assess: Take a good, hard look at your current POS system. How old is it?
2. Plan: If you're due for an upgrade, start planning. Why wait for disaster to strike?
3. Act: Reach out to us. We are here to help you to keep your business running with top-notch staff.

In retail, your POS system is your nerve centre. Please treat it with care. Let's work together to keep your business thriving!