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Education

Phone conversations still the most valuable tool we
all have in our toolbox: the
integral to merchant services telephone, and more spe-
cifically, the smartphone.
The appeal of newer
communication modes

Typically, I'm considered
an early adopter when it
comes to technology. I had
my first car phone in 1989
By Jeff Fortney and even had a Motorola
TouchSuite LLC Flip phone in the early
1990s. I text and use email
ecently, I had a need for a local mover. As I identified movers I was interested regularly. I encourage
in talking with, they typically provided the opportunity to complete an online merchant level salespeople
form requesting a call to discuss. I would then receive a confirmation email say- (MLSs) to leverage all this
R ing something like, "Thank you for your inquiry. We will be in touch shortly." technology. They can be
powerful tools in sales and
In most cases, I received a call the same day. We discussed my need, and they emailed me a retention.
proposal – an acceptable approach in today's digital world. However, one experience stood
out, and not in a positive way. In addition, these forms of
communication have be-
I had used my cell phone as a contact number. Instead of the confirmation email, I received come the mode of choice
a text asking how they could assist. I responded that I preferred discussing it with them, for younger generations
and they responded that they could move quicker if I just sent them a text with my needs. (and even older genera-
I stopped responding. tions; my wife would rath-
er text than call anyone).
The texts I received were not rude or over the top. They were professional. But what they They can't be ignored if
missed was that I specifically said I preferred a call and wanted to discuss the situation. I you are going to be suc-
wanted to have a conversation. cessful.

It's not that I am opposed to alternative forms of communication, like texting, emails and The problem arises when
various instant messaging apps, as well as social media. I just feel we have forgotten to use they become a crutch to
avoid conversations or are
used instead of conversa-
tions. Text messages may
say specifically what you
want to say (albeit in ab-
breviated form) but many
aspects of a real-time, ver-
bal conversation are miss-
ing.

Yet some processors have
dispensed with such con-
versations and now rely
exclusively on electronic
communications. You
have an issue that needs
attention? Open an online
ticket, and they'll respond
within 24 hours. Have an
emergency? Use a form of
instant messaging on the
webpage.

This makes me wonder,
how many of the tickets
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