Page 15 - GS250301

Insights and Expertise

This goes for MLSs calling into support and for ISOs who
communicate with MLSs.
Resources for a culture of respect and service
As discussed in Allen Kopelman's Street Smarts Open communication is critical. Many ISOs prefer to com-
SM
article "Give merchants the guest experience," municate by email only, which may be fine for some MLSs,
applying hospitality industry principles to but others may prefer to work with ISOs that answer the
business—such as clear communication, respect phone.
and a guest-focused mindset—can improve
workplace morale, customer relationships and Let's collaborate to solve issues and get better results. For
overall success. MLSs, this includes submitting complete applications that
will not be pended. For ISOs, this means having clear and
No matter what your role may be, learning from transparent onboarding guidelines. As I like to say, under
hospitality professionals can help create stronger promise and overdeliver.
business connections. The following books and
resources provide valuable insights on fostering Have you ever taken a selfie in front of your company's
a culture of service and appreciation in your POS? Payment professionals do it all the time. Seeing
professional interactions. our logos and branding in stores, hotels and restaurants
proves to us that our collective efforts have resulted in a
Books on hospitality-driven business practices sale. It's nice when one of our merchants, who values our
products and services, returns the favor and treats us like
a guest.
• Setting the Table: The Transforming Power of Hos-
pitality in Business by Danny Meyer—a must- Want to know more? Keep reading The Green Sheet and
read from a celebrated restaurateur on how consider following me on LinkedIn, where we can share
hospitality principles can drive business suc- ideas and support each other.
cess.
• The New Gold Standard: 5 Leadership Principles Allen Kopelman, a serial entrepreneur, is co-founder and CEO of
for Creating a Legendary Customer Experience Nationwide Payment Systems Inc. and host of B2B Vault: The Biz
Courtesy of the Ritz-Carlton Hotel Company by to Biz podcast. Email him at allen@npsbank.com and connect on
Joseph A. Michelli—explores how Ritz-Carl- LinkedIn https://www.linkedin.com/in/allenkopelman/ and
ton's service culture can be adapted to various Twitter @AllenKopelman.
industries.

• Unreasonable Hospitality: The Remarkable Power COMPANY
of Giving People More Than They Expect by Will PROFILE
Guidara—a behind-the-scenes look at creating Company Name Get the right
exceptional customer experiences. L Logo Contact folks talking
go
o
Position
Phone Number
Books on hospitality-driven business practices Email Address about your
Website
Company’s story: business with a

Lorem ipsum dolor sit amet, consectetur adipiscing
• American Hotel & Lodging Educational Insti- elit, sed do eiusmod tempor incididunt ut labore et Green Sheet
dolore magna aliqua.
tute, www.ahlei.org, offers training and certifi- Ut enim ad minim veniam, quis nostrud exercitation
ullamco laboris nisi ut aliquip ex ea commodo conse-
cations in hospitality excellence. quat. Duis aute irure dolor in reprehenderit. Company profile!
• Harvard Business Review, hbr.org, publishes
articles on leadership, service culture and We’ll help you showcase
Your products and services
business strategy.
Your mission
Your skills and expetise
We’ll tell the world
Why your company matters
agent or relationship manager? The next call that person Take steps now to
takes could be from your merchant. Enhance your visibility
Boost your credibility
We're in this together Gain industry recognition
Unlock networking opportunities
Treating people like a guest means extending the same Stir investor interest
level of hospitality as you do with guests in your home. Don’t delay!
When you show respect and appreciation, people will Contact Rick Aston today at
have a better attitude toward you and your needs. 707-284-1693 or rick@greensheet.com
15