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Cliff Teston • Relationship management: Going back to the basics
Signature Card Services ‒ caring genuinely about your merchant and putting
their interests first ‒ could go a long way and help an
1. What top three tools of the trade are most critical for MLS form solid and long-lasting relationships.
MLSs to succeed in payments today?
2. Do ISOs need the same tools as MLSs, or are other types
• Knowledge: Comprehensive knowledge of payments of aids more essential to them?
and its ecosystem is as critical nowadays as it was 20
years ago, except the complicity of the subject matter Yes, we do. We believe that the same three apply to the
is much broader and requires serious technical ex- ISO-MLS relationships.
pertise in order to do well in today's complex elec-
tronic payments environment. 3. What are the most critical needs for equipment,
In addition to maintaining one's mastery in the stan- software and systems providers? Are these different for
dard payments mix ‒ pricing and interchange, op- long-time payment players than for startup payfacs and
erations, products, risk and compliance ‒ MLSs must ISVs breaking into payments?
understand how technologies like mobile commerce
and wallets, biometric authentication, voice-enabled Integration is the key. In the endless sea of different types
payments, machine learning, and AI, to name a few, of equipment and multiple system providers, seamless
could impact various areas of payments and be pre- integration, perhaps at no cost to the end user, will set
pared to integrate them in their conversations and you apart and provide merchants and/or agents with more
offerings. options and flexibility.
• Customer experience: The ability to deliver the
most premium customer experience is another criti- We think that it's critical for a startup company to make
cal attribute of a successful MLS. To keep merchants a splash quickly. The larger, long-term players can afford
happy, an effective salesperson needs to practice ac- missteps here and there as their reputation precedes
tive listening in order to fully grasp their merchant's them and grants some degree of forgiveness. If a startup
needs and wants, and to be a good project manager vendor comes out of the gate with a software or piece of
to follow through and to keep any promises they've equipment that isn't competitive, relevant and memorable,
made. they may not have a second chance.

4. What top three qualities must all of these essential
SnapShot of 2018 Up Coming Events players on the payments value chain bring to the table
to foster success for themselves, their partners and
merchants?
• Transparency: In an industry that isn't always looked
upon in the greatest light, it is imperative to be trans-
parent with your merchants and partners. Whether
that be with pricing, the services you offer, etc.; if you
are seen to be anything other than transparent, that
July 25 - 26, 2018 relationship is essentially over.

Chicago Marriott Downtown • Dedication: Given the level of competition in our
Magnificent Mile | Chicago space, there is really only so much you can do from
http://midwestacquirers.com/ a savings and equipment standpoint. What often sets
you apart is your willingness to support and com-
mitment to be the best. While many people claim to
be, it is only in our actions and follow-through that
merchants and partners can truly see your level of
dedication and desire.

• Relevance: In the ever-changing payments landscape
it is vitally important to stay relevant. Knowledge is
power; your partners and merchants will appreci-
ate your knowledge and willingness to stay abreast
September 12-13, 2018 of card brand changes, vertical updates, etc. It shows
Hyatt Regency Scottsdale a level of professionalism and puts your partners at
Resort & Spa | Scottsdale, AZ ease, as they know you are always working to stay
https://westernstatesacquirers.net/ ahead of any potential issues or changes.

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