Page 38 - GS230102_flipbook

Inspiration

Relationship building during times of stress

uilding and maintaining fruitful, long-term 3. Offer support and assistance: Look for ways to help
relationships with business partners and mer- your clients and partners navigate new challenges. The
chant clients during times of stress is a chal- payments community stepped up en masse during
B lenging endeavor. Extreme weather events the worst of the pandemic, offering ideas, support
have negatively affected people across the United States and the requisite technology (waiving certain fees, or
and the world. People have faced unprecedented snow- providing contactless payment capabilities, for example)
fall, extreme temperatures both low and high, bomb that enabled businesses to continue to operate amid
cyclones, atmospheric rivers, flooding, ongoing drought, unprecedented restrictions.
and more. And these have caused damage to personal
property, vehicles, commercial buildings and homes. In 4. Going forward, continue to provide the high-quality
some communities, the extreme weather has also caused products and services your clients need, and follow
injuries and even loss of life. through on commitments.
Leave counseling to the professionals
In the direct aftermath and recovery period following such
an event, people have to address immediate concerns first. It is also important to keep in mind that as a business
This could mean finding temporary housing, negotiating consultant and salesperson, your primary role is not to
for repairs with insurance representatives and contractors, provide major emotional support or counseling. While
replacing inventory, applying for loans, visiting healthcare it's appropriate to express concern, as well as assist with
professionals due to injuries sustained, or other activities questions or issues your clients may have related to your
that are outside of a person's normal routine. products or services, it is not appropriate to get enmeshed
in trying to remediate personal difficulties for them, no
At times like this, entering an establishment all fired up to matter how much you care.
pitch your company's latest products and services would
likely be more of an irritation than a help. If an associate, partner or client appears to be in need of
Offer effective help during times of stress emotional support or professional counseling, maintain
boundaries. Don't offer unsolicited personal advice. Don't
So, what can an honorable, enterprising ISO, merchant push them to talk about their feelings. In some cases, it
level salesperson, or other merchant services provider do may be appropriate to suggest that someone seek support
to stay in touch and help eliminate rather than contribute from a mental health counselor or crisis hotline, but tread
to stress and thereby build and strengthen relationships? carefully.
Here are some ideas:
When help is given with concern and true professionalism,
1. Show empathy: Acknowledge the difficult situation business relationships can often come out stronger after
your clients and partners are facing, and express your an extremely stressful experience.
concern for their well-being.

2. Communicate effectively: Keep your clients and
partners informed about any changes or disruptions
you may be experiencing in your own business, and be
responsive to their needs and concerns under altered
circumstances. Kate Gillespie, President and CEO

38