iving next to the Silicon Valley, I'm all too familiar with people working 12 - 14 hour days: living at work, missing out on their kids growing up, and not spending enough time with their mates. It happens too often. Our industry is no stranger to this either.

Most of us "feet-on-the-street" guys and gals entered this business to make a lot of money, but many of us also did it to spend more time with our families. This can be hard to accomplish; it can take years to build up our residuals. And with margins shrinking on equipment sales and rates, we have to work harder, or hopefully, smarter.

For this month's AgenTalk column, I had the opportunity to speak with Steve Slagle, someone who is not only a very successful bankcard agent, but who has also successfully arranged his work schedule to spend more time with his family. Steve's company is Southeast Merchant Services, LLC, based in Asheville, N.C.

Matthew Swinnerton: Why and how did you enter into this industry?

Steve Slagle: I had been in retail most of my life, about 20 years as a merchant. I "grew up" in the satellite television business.

By the late 1990s, I was ready for a change and was looking for an independent contractor-type relationship: a no-salary, commission-only type deal so I could set my own hours and have some decent income. I was also looking for a residual income.

A rep came into my store one day trying to sell what I already had: bankcard. I quizzed him, and to make a long story short, soon thereafter liquidated my store and found myself in the bankcard business. I "repped" for a rep for 18 months and after that started my own sales office.

MS: Give us an idea of a typical day in your life.

SS: I am a dad first. That is one of the reasons I like this business; it's family friendly. On school mornings, I do not leave home until after I make lunches and a hot breakfast for everyone. I do a school run, and then I walk. I am usually out of the house around 9:00 a.m. for work. On Tuesdays and Wednesdays I have 8:00 a.m. leads clubs. I work appointments, installs and cold calls until between 4:00 - 5:00 p.m.

If a customer needs to meet later or earlier, I work it out. I am available for emergencies most days; however, in most cases, I will not interrupt church or family functions for phone calls or work. I am always at home for dinner by 6:00 p.m. (Once my kids are older, I might adjust that schedule).

I send in deals and do office work after the children are in bed. I can work later...but I can't replace lost time with family.

MS: What are some obstacles you face in this industry?

SS: I think the biggest obstacle is generating leads, and the second is facing competitors who lead with tiny margins on the qualified rate.

Once you find a good lead, it's difficult to make a profit if the merchant has already talked to someone that is willing to price at 1.59 and 0.20 on an account that will be lucky to produce $3,000 in volume.

MS: What interests you the most about this industry?

SS: Although this is not a brand new industry, it does have a new feel. There are so many twists and turns every day posing a new challenge.

I think that it takes a unique individual to succeed in this industry, and although I'm not trying to put myself up on a pedestal, I am proud to have been able to make it three years.

I feel like the next three will be easier and more prosperous than the last; not because of something I know is changing in the industry, but I just think my business is getting a little easier on a day-to-day basis.

MS: We've all had bad days in the field. Many of us have even had bad months selling. What do you do to get out of the "gloom"?

SS: All I need to do to increase my revenue is go through more doors. That is easier said than done. Cold calling is by far the fastest way for me to sell more accounts.

Even when things are going slowly and you think you're in the wrong business, if you go through a few more doors someone will say, "I'm glad you came by," and that will turn your day, week or month around. A few days of hard cold calling can make a month.

"Gloom" is relative. I have a customer who is quadriplegic and runs a grocery store. My family and I are healthy and together. I have not had a bad day in three years that could not be cured by shaking more hands.

MS: What goals do you have in this industry? SS: For my residual income to cover my family's needs. Once it does, I will start hiring and training. I want to cover a 250-mile radius like a glove.

When merchants think of payment processing, I want them to think of my company. I like to provide face-to-face service so I will train my sales team to provide it. Long term, if this business is half as good in 15 years as it is now, I intend to be in it.

MS: What advice do you have for someone who started selling merchant accounts yesterday?

SS: Stick it out. Average intelligence and above average determination will pay off. Do not hop from one processor to another. Find a good one quickly, maybe two, and stick with them. Find someone you can trust to talk to who does not have a stake in your business.

The GS Online's MLS Forum is good if you have to resort to virtual contact. Work on little customers for a couple of years; build your confidence; and then you can go to the bigger ones with no fear.

Stay close to home. Be the best you can be in as small a geographic area as possible. And network: chamber of commerce, leads clubs, etc.

MS: Is there any other advice you have, Steve?

SS: Don't interrupt a sales presentation to take a call. (The only exception is my wife. I owe her that respect to put her before the customer. If my wife calls and I'm talking to someone, I tell the client "This is my wife and as much as I like you, she comes first." They all smile and say "No problem." I do not get up, and I make it short and polite.), but otherwise always answer the phone unless you are talking to a customer.

Return messages quickly, even to angry customers. Turn dealing with an angry customer into an opportunity to do what you said you would do before they signed: Provide SERVICE. This will keep your customers loyal.

MS: Thanks, Steve. It seems to me you have your priorities in order. You're a good example for all of us. Keep up the good work.

Matthew Swinnerton of Merchant Services Direct is an independent agent for AmericaOne, Comerica Merchant Services and POS Card Systems. He has been in the credit card processing business for seven years selling merchant services to small- and mid-sized retail and online establishments.
To find out more about Merchant Services Direct, visit www.msdirect.net or contact Matthew directly by e-mail at matt@msdirect.net or by phone at 831-335-1616.