Welcome back to week 3 of the “What Would You Do? “series , where we dive into the real, and often ridiculous, scenarios we face as merchant services salespeople. Last week, we talked about the merchant who thought dual pricing was illegal. This week, we’re tackling a story that is a testament to the power of patience, education, and just a little bit of stubbornness.
This isn’t a story from twenty years ago. This happened not so long ago, proving that some habits and beliefs die hard.
The Scenario: The Dial-Up Devotee
I had an older client—let’s call him Jackson—who was a great guy, but set in his ways. He was a long-time merchant who, for years, insisted on being on dial-up for his credit card processing. Why? Because he genuinely believed it was more secure than an IP connection.
His logic, as he explained it, was that the internet was “full of hackers,” and his simple phone line was a closed, secure system. Never mind the fact that he didn’t have a dedicated phone line for the terminal. Every time his phone rang, or a fax was coming in, the dial-up connection would get disrupted, killing his transaction in progress and forcing him to start all over again. He’d stand there, hands on his hips, with that frustrated, “I just want it to run the damn card” look on his face.
The whole thing was a mess. Transactions that should have taken seconds took minutes, and his customers were getting impatient. Over the years, I’ve had to walk him through several “upgrades.” We went from an old dial-up Hypercom t7 plus (his favorite) to a VX520 to an IP-capable Pax S80, and more recently, a Dejavoo Z11. Each time, it was a new learning curve, a fresh round of grumbling, and a fight to get him to see the light.
He’d complain about the new terminal’s screen, the buttons, the speed—everything. “It’s too complicated,” he’d say. “Why can’t it just be simple like the old T7 days?”
Jackson is still a client today and is as ornery as ever. But he’s on IP and runs transactions in a fraction of the time.
So, What Would You Do?
This is a classic case of a merchant’s deeply held belief clashing with modern technology. How do you handle a client who is convinced a less efficient, less reliable system is actually better?
Consider these questions:
- How do you approach the conversation about security? He believes dial-up is safer. How do you gently and effectively explain that modern IP connections, with their encryption and tokenization protocols, are actually far more secure and compliant?
- How do you handle the “I just want it to run the damn card” mentality? This is the core of his frustration. He doesn’t care about the tech; he cares about a smooth, reliable transaction. How do you reframe the conversation around his pain points instead of just pushing a new device?
- How do you manage the transition? When every new piece of equipment is a “learning curve and frustration,” what steps do you take to ensure the process is as painless as possible?
We all have clients like Jackson —loyal, but resistant to change. They are the backbone of many of our portfolios, but they require a unique approach. It’s not just about a new terminal; it’s about building a relationship where they trust you enough to step outside their comfort zone.
Share your stories and strategies in the comments below. We all learn from each other’s experiences, and I’d love to hear how you’ve handled a similar “What Would You Do?” situation.
Happy Selling,
David
Payment Lynx Daily 