We’ve all got that one merchant on our caller ID. You know the one—the name pops up, and your stomach does a little somersault because you know, regardless of the time or day, it’s going to be a “crisis.”
This week, we’re diving into a scenario of high stakes, high entitlement, and the dreaded “I’m canceling” threat.
The Scenario
You’re out in the field, hitting the pavement and making progress with new prospects. Your phone rings. It’s that merchant. You take a deep breath, answer professionally, and hear the news: he’s missing two days of deposits.
The Grind: You stop what you’re doing. You find a place to sit, call the ISO, navigate the 15-layer phone tree, and sit on hold for 20 minutes. Finally, you get an answer. It was a system-wide batch delay, but the good news? The funds are cleared and will hit his account within 24 hours.
The Blowup: You call him back with the “solution.” Instead of a thank you, he goes nuclear. “24 hours?! I have checks bouncing TODAY. If you can’t get that money in my account by the end of business, I’m done. I’ll find a processor who actually cares about my business. Make it happen or I’m canceling!”
The Reality Check
As an agent, you know you don’t actually hold the keys to the Federal Reserve. You’ve done the legwork, identified the technical glitch, and secured the release of the funds. But to an entitled merchant, the “system” is your fault, and the “delay” is a personal attack on his livelihood.
What is your move?
- Option A: The “Fixer” Mode. You get back on the phone with the ISO, escalate to a manager, and beg for a manual wire (which you know is nearly impossible) just to appease him.
- Option B: The Reality Check. You firmly explain that the banking system has hard cut-off times and that you’ve already secured the fastest possible resolution. If he wants to cancel over a system-wide glitch, that’s his prerogative.
- Option C: The Empathy Pivot. You ignore the threat, validate his frustration about the bouncing checks, but pivot to how you’ll help him reconcile those specific fees once the money lands tomorrow.
- Option D: The “Farewell”. You state: “I completely understand the frustration, and I’m even willing to help cover the overdraft charges this caused. However, if you’re going to threaten our partnership after I’ve spent my afternoon fixing this, then I’ll respect your decision to leave. Which would you prefer?”
WWYD?
How do you handle a merchant who expects you to move mountains (and banking laws) on a whim? Do you bend over backward to save a high-maintenance account, or do you draw a line in the sand when the demands become unreasonable?
Drop your strategy in the comments!
Happy Selling,
David
