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ReadersSpeak

How often should I contact my merchants? it going, you are wasting your time. However,
if you are going there to do any or all of the
ith almost two years in the business under my belt, I following, then it makes sense:
have built a small portfolio. I can see the future will 1. Introduce him to a new product that
be bright if I maintain the right balance between get- would make sense for him to use
W ting new business and maintaining established rela-
tionships. I hear that it's important to maintain contact with your 2. Discuss ways to achieve lower inter-
customer base, but how often should I be reaching out to them. I change rates
don't want to be an irritant. 3. Review new or coming changes from
the brands or ourselves
Larry Truelove, Merchant Level Salesperson
Larry, 4. Buy something from him
5. Review their statement so they under-
That's an excellent question, and it recently came up in our MLS stand it
Forum. Benjamin Abel asked how regularly forum members 6. Respond to competitive issues
keep in touch with merchants once they're up and running.
Several members offered perspectives. One of them, Steve Norell, That is more than enough.
provided an answer that does a good job of summing up members'
sentiments on the topic. To see the full discussions, visit the MLS Forum,
Here's what Norell wrote: accessed through the Forums tab at the top of our
As I have stated to every person that either worked or represented home page. You'll need to register on our site to
join discussions, but the process is quick and easy.
me, if you are stopping to see a merchant just to say Hi, How's
In our archives, there are also a number of helpful
articles by contributing writers on the topic of
merchant retention. Here are several that should
interest you:
"For richer or poorer: MLS views on customer
longevity," by Dale S. Laszig, The Green Sheet,
Oct. 14, 2014, issue 14:10:01
"The best prospects are in our portfolio," by
Peggy Bekavac Olson, The Green Sheet, Aug. 13,
2012, issue 12:08:01
"Merchant retention, taking the initiative –
Parts 1 and 2," by The Green Sheet Advisory
Board, The Green Sheet, July 12 and 26, 2010,
issues 10:07:01 and 10:07:02, respectively
"Want a long-lasting relationship: Snail away,"
by Nancy Drexler, The Green Sheet, June 22,
2009, issue 09:06:02
"The new age in customer retention," by
Christian Murray, The Green Sheet, Jan. 12,
2009, issue 09:01:01
"Money flows where enthusiasm grows," The
Green Sheet, April 9, 2007, issue 09:04:01
Editor
How will you build your business in 2017?

What are your goals and strategies for merchant
acquisition and retention in the coming year? Are
you focusing on a particular vertical, a cutting-
edge technology that solves a vexing merchant
problem, new strategic partnerships? Please let us
know at greensheet@greensheet.com. We'll welcome
other feedback and suggestions at that email
address, as well.
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