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Education

• Connect them to additional sup- likely be a thing of the past in a matter of weeks. This can empower them to
port: Most modern companies see themselves in a brighter future—one where the product or service isn’t too
have dedicated support, whether complicated for them at all.
it is an in-house team or a third-
SM
party group. These resources can Wrapping up my Streets Smarts tenure
make it much easier for custom- I’d like to take the last part of this article to say what a pleasure it is to have
ers to transition to what you are written this Street Smarts column for The Green Sheet during the past year.
SM
selling. When you offer help lines
and chatbots that make it easy to I’ll leave you with this: My hope is that this year, you make mistakes! When
get answers, customers feel sup- you make mistakes, you are creating new normals, trying new things, learn-
ported. Make sure you provide ing, living and changing the world. Do things you have never done before.
these tools. Don’t freeze or stop; don’t worry that it’s not good enough or that it’s not per-
• Offer a demo: Explanations of fect. Make your mistakes—this year and forever!
features and perks can be over-
whelming and exhausting for po- When you are young you tend to see yourself through the eyes of others, and
tential users. While it's beneficial every mistake can seem like the end of the world. But the reality is that other
when a product or service offers peoples' judgments are just noise.
more, this can be intimidating
for customers. To dispel the no- Your value is never measured by likes, your number of friends or what anyone
tion that your system is too com- says about you. It’s measured by your courage and your desire to grow and get
plicated or does too much, offer back up whenever you’re in doubt or feeling judged. Your journey is unique; it’s
customers a demo so they can see normal to not have all the answers right away. Move forward at your own pace
it in action. Sometimes, just see- because no one but you can write your story.
ing the product is enough to help Nicholas Cucci is the co-founder and COO of Fluid Pay LLC. Cucci is also a graduate of Benedictine
them realize they can use it. University and a member of the Advisory Board and Anti-Fraud Technology Committee for the
• Talk about the benefits of com- Association of Certified Fraud Examiners, as a CFE himself. Fluid Pay is the ONLY 100 percent
plex features: A complex product cloud-based Level 1 PCI Payment Gateway processing transactions anywhere in the world.
is complex for a reason: it offers Contact Nick at Nick@FluidPay.com.
more than the average product.
To paint potential complications
in a positive light, explain why
those features exist and what
their benefits are. This can mo-
tivate customers to learn and ex-
plore the product without fear.
• Define the learning curve: Prod- PAYMENT FORM GENERATOR
ucts that redefine an industry can
cause initial confusion. When
products change significantly or
offer a novel approach, people EASY TO USE:
who are used to the old way can
feel trapped in the past. If your We Host Page
offerings come with a learning
curve, be upfront about that and Pay Link
talk about how plenty of people
have made the transition. A little
transparency can go a long way, Embed Code
so don’t hesitate to define the
timeline. Inventory
Focus on the future Level Ill
Complicated products change in-
ACH
dustries and help us to do more, but ACH
a little hesitation is natural. As long
as you work directly with your cus-
tomers to help them understand what C A L L F O R T R A I N I N G
they have to gain, you can increase
their comfort and make the sale. 8 0 0 - 2 9 6 - 4 8 1 0
Point out that today’s concerns will
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