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Inspiration
Steady hands in unsteady times
n times of upheaval, small business owners and If they're worried about fraud, walk them through the lat-
merchants often find themselves navigating an est security tools. Being a resource for problem-solving—
uncertain landscape. Economic shifts, technologi- not just selling—builds trust and loyalty.
I cal changes, social challenges and natural disasters
can create stress that spills into everyday interactions. As Read the room
ISOs, merchant level salespeople, and other merchant ser- It's also important to read the room. People's stress levels
vices professionals, you have a unique opportunity to be vary. Some business owners may want to talk; others may
a source of steadiness for your customers and partners— be overwhelmed. A warm but professional approach—ac-
without wading into contentious discussions. knowledging challenges without amplifying fears—can
Provide reassurance go a long way.
The key lies in reassurance through action. Merchants Phrases like, "I know things feel unpredictable right now,
want to know that despite external turbulence, the essen- but you're not alone in this," or "We're seeing businesses
tial systems they rely on—payments, security and sup- adapt in creative ways, and I'm here to help however I
port—remain reliable. can," provide reassurance without delving into divisive
topics.
One of the most powerful ways to provide reassurance is
through consistency. Answer calls and emails promptly, Ultimately, your role is to be a steady hand. By being pres-
follow through on commitments and proactively check in. ent, offering practical support and keeping interactions
A simple "Just wanted to see how things are going—let me constructive, you can reinforce stability for merchants
know if you need anything" can remind merchants they when they need it most. Sometimes, the greatest comfort
have a partner who cares. is knowing that while the world shifts, their trusted part-
ners remain solid.
Instill confidence
Another way to instill confidence is by offering practi-
cal guidance. Uncertainty breeds anxiety, but actionable
steps restore a sense of control. If a merchant expresses
concerns about rising costs, discuss strategies for opti-
mizing processing fees.
Kate Gillespie, President and CEO
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