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Inspiration

Learn to read the room

and win more business

n the merchant acquiring world, you've seen it Ask questions that invite conversation, not short answers.
happen. An ISO walks into a merchant's store, Ask how they're handling disputes or what their biggest
exchanges a few easy words with the owner, asks a challenge with their current processor is. These types of
I couple of well-placed questions, and suddenly the questions open doors. They also give you insight to tailor
conversation opens up. Concerns surface. Opportunities your solution in a relevant way.
appear. By the time they leave, there's trust, a follow-up
meeting and a real chance at new business. Adaptability is critical, too. On an exhibit floor, one visitor
may want a quick overview; another may want to dig
Or maybe it's on a tradeshow floor. Amid the noise and into integration details. Watch body language. Are they
flashing demos, one payments professional draws a leaning in or glancing away? Adjust your depth and pace
steady crowd. They adjust their pitch depending on who accordingly. The same goes for panels and networking
steps up. They listen, pivot and connect. It looks effortless. receptions.
It isn't. It's reading the room, and it's a skill you can build. Finally, observe colleagues who excel in these settings.
What do they ask? How do they transition between
Steps you can take topics? Try using one or two techniques at a time in your
Start by observing. When you approach a merchant, take own conversations. You don't need to become the most
in the environment. Is the owner rushed? Are employees charismatic person in the room. You need to become the
juggling multiple tasks? Is the mood upbeat or strained? A most attentive. In payments, the ability to read the room,
busy quick-service restaurant during lunch rush calls for and respond with clarity and empathy, can turn everyday
a different approach than a quiet boutique mid-morning. interactions into lasting partnerships.
Leading with sensitivity to context immediately sets you
apart.

Next, listen for what matters beneath the surface. A
merchant might mention that chargebacks have been
tough lately. But beyond the words, you'll find frustration,
risk exposure and possibly lost revenue. Responding that
it sounds like chargebacks have been impacting their Kate Gillespie, President and CEO
margins shows you understand their reality.

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