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Education

These two impacts are not separate, as our emotions were delivered than ever before. And these new habits weren't
hit by worry about the disease and by the impact on our turning out to be temporary. We were experiencing a new
profession. We all felt the serious drop in residuals. Those normal.
who reached out to their merchants witnessed emotions
rising in merchants, who not only feared the disease, but For the remainder of my time writing for Street SmartsSM
also feared that they would not be able to re-open. For I will address this new normal. I will discuss what I have
many, that was a self-fulfilling prophecy. observed, what I have done and what others have done. My
goal is to provide information and perspectives from the
As the closures continued, many MLSs tried new ways three primary sides to our business: consumer, merchant,
to market with limited success. The most common effort and ISO/MLS.
was telemarketing. But even those who were professional
telemarketers will attest to the difficulties of reaching One of my other favorite quotes is by Thomas Edison,
merchants let alone talking with them about any form of "Opportunity is oftentimes missed because it comes
processing. It reached a point where signing merchants dressed in overalls and looks like work." Opportunity is
became all but impossible for some. I worked with many here for us in today's new normal. We just need to pull on
such agents, encouraging their efforts toward retention if our overalls and get to work.
they could not find merchants to sign.
Jeff Fortney is vice president ISO relations for Signature Payments. A
We worked day to day, making no plans (since we didn't long-time payments industry executive and mentor, Jeff is focused
know what tomorrow would bring). It was not possible
to hold anyone to a production plan if there was no on strengthening and developing partnerships and evaluating new
production to be found. business opportunities. He can be reached at 214-458-1379

As time passed, I realized that, to survive, people were
changing their habits. Restaurants found success with
curbside pickup. Consumers were having more goods

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