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Inspiration

Good ole summertime merchant care

ow that summer is in full swing, people in Nobody likes to be contacted only when you're trying to
many locales are spending more time out- upsell them or convince them a new fee is really worth the
doors. They're hiking, boating, camping, beach extra expense. But if you reach out at other times and say
N combing, fly fishing or snorkeling—you name things that are appropriate to the current time and season,
it. They're enjoying more hot-weather treats, too, like ice you'll be received more warmly when you do have an
cream cones and hot fudge sundaes savored on patios exciting new product or service to offer.
shaded by great big umbrellas. They're also stopping in
at gas stations to gas up before heading for the open road. Every season offers new opportunities and challenges for
your merchants. Thinking about what those are likely to be
That means merchants who cater to all things having to and then touching base as we transition from one season
do with summer, from boutiques selling bathing suits and to another is just one way to be of service and begin new
sunglasses to RV dealers, are enjoying a seasonal boost. conversations.

And that means it's a good time to check in with merchants As always, it's important to research and prepare ahead
in your portfolio who are extra busy at this time just to ask of time, but once you are interacting with a merchant,
if there's anything you can do to make their processing listening is the most important thing you can do. Perhaps
go better. It could be they were well prepared for a busy you'll connect with the owner of a canoe rental company.
period and don't need your help. Even so, they'll appreciate You might expect that on a sunny day in June business
that you called and may be less inclined to make a switch would be booming. But a toxic spill might have brought
next time a competitor tries to tempt them away. the business to a halt. In this case, you'll have an entirely
different conversation than you'd expected. But if you listen
And if, say, you call when a retailer is experiencing some well and convey your sincere concern about the situation,
difficulty at the POS, you can help troubleshoot by phone the person you speak with will remember you might not
or in person. You might be able to help fix what's broken be able to do anything about the immediate problem, but
and suggest a change that ultimately takes the business to being there in a real, human way often leads to mutually
a new level. beneficial relationships that last.

Checking in always in season
Of course, any time is a good time to check in with your
merchant base. It's just that if you demonstrate you've been
paying attention by telling them you know they're extra
busy right now, and are ready to help if needed, that will Kate Gillespie, President and CEO
help build rapport and through that, trust.

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