You know the client. We’ll call him “Reliable Randy.” You’ve had the account for years. When his terminal acted up, you were there in twenty minutes. When he ran out of paper, you dropped off a case for free. You didn’t just service the account; you nurtured it. You were more than a vendor; you were a partner.
Then, the dashboard goes quiet. No batches for three days. You swing by to check in, expecting a technical glitch, only to see a brand-new terminal on the counter that isn’t yours.
The Twist: You ask Randy what happened. He looks at his shoes and mumbles, “Look, it’s nothing personal. My wife started working with a guy who just got into merchant services, and she really wanted to help him out. I had to make the switch to keep the peace at home.”
The Scene
The “it’s just business” excuse just got personal. It’s not a competitor undercutting you on price—it’s a family favor. Randy knows your service is better, but he’s choosing domestic harmony over his merchant agreement.
What Do You Do?
- Option A: The Professional Guilt Trip. You remind him of the years of 24/7 support. “Randy, I understand family comes first, but does this new guy know your business like I do? Is he going to bring you paper at 6:00 PM on a Friday?”
- Option B: The “Door is Open” Exit. You stay classy. You shake his hand, tell him you understand, but leave your card and say, “I hope it works out. But if the service isn’t what you’re used to, give me a call. I’ll keep your file ready.”
- Option C: The Hard Truth. You ask to see the statement. You show him exactly where the “family friend” is overcharging him. “I get helping a friend, but is it worth paying an extra $200 a month for the privilege?”
The Reality Check
In this industry, “the wife’s friend” or “the cousin’s neighbor” is often the hardest competitor to beat because logic and ROI go out the window.
How do you combat a relationship you didn’t even know you were competing with?
Let’s Hear It!
How do you handle the “Family Favor” switch? Do you fight for the account, or do you walk away knowing that blood (or marriage) is thicker than residuals?
Drop your strategy in the comments. Let’s talk about how to win back an account when the competition is “homegrown.”
Happy Selling,
David
