Author: David Matney

I was reading an article on sales statistics the other day, and some of the numbers were so compelling I knew I had to share them. It’s easy to get stuck in our routines, but the data provides a clear roadmap of what actually works in today’s competitive market.

So for this week’s Top 10 list, I’ve pulled together the most mind-blowing stats I found that are directly relevant to every merchant services professional.

From the home office in Flowood, Mississippi, here is Friday’s Top 10 countdown of mind-blowing stats that will change the way you sell.

10. 78% of salespeople using social media outsell their peers. (LinkedIn) Social media isn’t just for sharing photos; it’s a powerful prospecting tool. A well-crafted LinkedIn profile showcasing your expertise in payment processing can attract inbound leads and help you connect with local business owners in a way that a cold call simply can’t.

• The Takeaway for us: Connect with local restaurant owners, retailers, and service providers on LinkedIn. Don’t just pitch—share valuable content about cash flow, chargebacks, or new POS technology to establish yourself as an expert.

9. The average sales voicemail response rate is 4.8%. (Sales Insights Lab) That number might seem small, but it’s not zero. While many reps skip the voicemail, leaving a concise, compelling, and personalized message can be a key differentiator, setting you apart from the 95% of competitors who just hang up.

• The Takeaway for us: Don’t just say, “I can save you money.” Leave a message like, “Hi Jane, this is Andy. I have a specific idea on how [Her Business Name] can reduce its chargeback ratio. I’ll send you a quick email about it.” It’s specific and creates intrigue.

8. 42% of buyers are more willing to make a purchase if the sales rep calls back at an agreed-upon time. (Gartner) This seems simple, but it’s a massive trust signal. When you tell a busy merchant, “I’ll call you back on Tuesday at 2 PM,” and you do it exactly on time, you prove you are reliable and respect their schedule—a critical foundation for a long-term business relationship.

• The Takeaway for us: Treat every scheduled follow-up like a guaranteed appointment. Punctuality demonstrates professionalism before you ever talk about rates.

7. 60% of customers say “no” four times before saying “yes.” (Invespcro) Rejection is part of the game, but most salespeople give up too early. The first few “no’s” from a merchant are often reflexive. Persistent, polite, and value-driven follow-up is what separates the average rep from the top earner.

• The Takeaway for us: Don’t get discouraged by the initial “I’m not interested.” Reframe each follow-up as an opportunity to provide new value—share an industry article, a tip about PCI compliance, or a success story from a similar business.

6. The best-performing salespeople have a talk-to-listen ratio of 43:57. (Gong.io) Top closers listen more than they talk. They use questions to uncover a merchant’s true pain points. Are they frustrated with their current provider’s customer service? Is their POS system outdated? You can’t solve their problem if you don’t listen long enough to understand it.

• The Takeaway for us: Your discovery questions are your most powerful tool. Stop leading with your rates and start asking about their business operations. You’ll find the real reasons they need to switch.

5. 80% of sales require five follow-up calls after the initial meeting. (The Brevet Group) The fortune is in the follow-up. A merchant is busy running their business; your proposal is rarely their top priority. A structured, professional follow-up system ensures you stay top-of-mind and guide the prospect through the decision-making process without being pushy.

• The Takeaway for us: Create a follow-up cadence. An email summary after the meeting, a check-in call three days later, a value-add email the next week. Be persistent without being a pest.

4. Nurtured leads make 47% larger purchases than non-nurtured leads. (HubSpot) A merchant who isn’t ready to buy today might be ready in six months. Instead of discarding the lead, put them on a “nurture” sequence. Send them a helpful monthly email or connect on LinkedIn. When the time is right, you’ll be the first person they think of.

• The Takeaway for us: A “no for now” is not a “no forever.” Build a simple system to keep in touch with prospects over the long term. This is how you build a pipeline that pays off for years.

3. 92% of consumers trust referrals from people they know. (Nielsen) One warm referral from a happy client is worth more than 100 cold calls. A referral immediately transfers the trust your current client has in you to the new prospect, shortening the sales cycle and dramatically increasing your closing ratio.

• The Takeaway for us: Make asking for referrals a systematic part of your process. After a client has been successfully processing for 60 days, call them and ask, “Who do you know that could benefit from the same level of service you’re receiving?”

2. Increasing customer retention by just 5% can increase profits by 25% to 95%. (Bain & Company / Harvard Business School) This is the heart of the residual model. The real money in merchant services isn’t just in the new sale; it’s in keeping that merchant happy for years. Exceptional service isn’t a cost—it’s the most profitable activity you can engage in.

• The Takeaway for us: Your job isn’t done when the paperwork is signed. Proactively check in with your clients. Help them with service issues. Be their advocate. This is how you build a secure, long-term residual income stream.

And the #1 Most Mind-Blowing Stat is…

1. 50% of qualified leads are not ready to buy immediately. (Gleanster Research) This means that half of the business owners you talk to who are a perfect fit for your service will not buy on the first, second, or even third conversation. Sales is a game of timing. Success is determined by the salesperson who has the patience and the process to be there when the timing is right.

• The Takeaway for us: Your pipeline is your lifeline. Stop focusing only on this month’s sales and start building relationships that will close next quarter and next year. The rep who masters the art of the long-term follow-up will dominate the market.

The data tells a clear story: Today’s sales landscape rewards persistence, personalization, and genuine consultation. In an industry like ours, where every competitor can talk about rates, these statistics offer a different playbook for success.

They show that the real advantage is found in the follow-up, in listening more than you speak, and in treating every merchant relationship as a long-term asset, not a one-time transaction. This is how you build a bulletproof book of business founded on trust and sustained by residual income.

Our challenge to you is to pick just one of these stats and make it your focus. Which statistic resonated most with you, and what’s one small change you can make today to put it into practice?

Let us know in the comments below.

Have a great weekend,

David

It’s easy to get trapped in a race to the bottom on rates. But the top performers know the real secret: your relationship is more valuable than your rate. Building powerful rapport is the ultimate differentiator that turns a one-time sale into a long-term, profitable partnership.

Rapport is the bedrock of trust in an industry often filled with skepticism. It allows you to connect with business owners on a human level, understand their real-world problems, and become a trusted consultant, not just another salesperson. Here are the 8 best ways to build that game-changing rapport, starting today.

1. Listen for the Pain, Not Just the Price Active listening in our business isn’t just about hearing “What’s your rate?”. It’s about digging deeper. When a prospect mentions their current provider, listen for the emotion behind their words. Are they frustrated with slow batch times? Confused by their monthly statement? Worried about chargebacks? These pain points are your entry point. By showing you understand their specific operational headaches, you prove you’re there to solve problems, not just sell a terminal.

2. Find Common Ground in Their Business You’re talking to fellow entrepreneurs. The fastest way to build a connection is to show genuine interest in what they’ve built. Instead of generic small talk, try:

• “This is a great location. How has business been since the new development down the street opened up?”
• “I see you’re using a tablet for orders. How is that working out during your lunch rush?”
• “Your online reviews are fantastic. What’s the secret?” Connecting over their business shows you respect their hard work and see them as more than just a potential account.

3. Tune Into Business Emotions (Emotional Intelligence) A business owner’s emotions are tied directly to their livelihood. High emotional intelligence means recognizing their stress about cash flow, their pride in a new menu item, or their anxiety about PCI compliance. By acknowledging these emotions (“I know these statements can be intentionally confusing,” or “It sounds like that last terminal failure cost you a lot during the dinner rush”), you validate their experience and build trust that you’re on their side.

4. Build Credibility That Can’t Be Faked Trust is everything. In an industry known for hidden fees and broken promises, you build credibility through radical transparency.

• Demystify the Statement: Walk them through their current provider’s statement and explain the fees. Be the person who brings clarity, not more confusion.
• Use Relevant Social Proof: Instead of a generic testimonial, say, “I work with the coffee shop down the street. We helped them implement pay-at-the-table to speed up their morning line by 30%.”

5. Tailor the Solution, Not Just the Pitch A one-size-fits-all approach is a death sentence in merchant services. A restaurant needs tip-adjust and server IDs. A retail store needs inventory integration. An auto shop needs a way to handle surcharging legally and effectively. By customizing your solution to solve their specific operational challenges, you demonstrate that you’ve been listening and that you’re an expert in their field.

6. Communicate with Purpose and Punctuality Don’t be the rep who disappears after the first meeting. If you promise a cost analysis by Tuesday, deliver it on Tuesday. After an install, a quick call a week later to ask, “How is the new system working for you?” is incredibly powerful. This reliability shows you respect their time and are committed to their success, reinforcing the trust you’ve built.

7. Evolve from Salesperson to Payment Partner Closing the deal is the beginning, not the end. Nurture the relationship by becoming a long-term resource.

• Send them a quick email about upcoming product launches.
• Let them know about a new software feature that could benefit their business.
• Check in before their busy season to ensure everything is running smoothly. When you provide value outside of the transaction, you become an indispensable partner, and they’ll never think of leaving you for a few basis points.

8. Become the Lifelong Payments Expert The payments landscape is constantly changing—new technology, new regulations, new software. The more you know, the more valuable you are. When you can confidently explain the benefits of NFC payments, the nuances of interchange optimization, or the latest in data security, you elevate yourself from a salesperson to a trusted advisor. This expertise is the ultimate rapport-builder.

In a crowded market, your ability to build genuine rapport is your competitive advantage. By mastering these strategies, you’ll create loyal customers, generate more referrals, and build a business that lasts.

Happy Selling,

David

It’s Wednesday and time for another WWYD scenario. Let’s set the scene. You’re sitting across from the owner of a local restaurant. You spent hours meticulously combing through their merchant statements, decoding the junk fees and Interchange downgrades.

The moment of truth arrives. You slide the proposal across the table. It’s clean, it’s transparent, and the bottom line is undeniable: you’re going to save them $600 a month. That’s over $7,200 a year that goes straight back into their business.

You’ve got this in the bag.

And then you hear the five words that make every top producer’s stomach drop:

“My rep is a friend.”

The owner leans back, a conflicted look on their face. “Wow, that’s… a lot more than I thought we could save,” they admit. “But look, my current guy, Andy… he’s my son’s Little League coach. We golf together. I can’t just fire my friend.”

The emotional brick wall. Logic and numbers seem to bounce right off it. This isn’t a sales objection; it’s a relationship dilemma. So, what would you do?

The Wrong Moves That Kill the Deal

At this moment, your reaction is critical. A knee-jerk response will not only lose you the deal but also burn the bridge for any future opportunities. Avoid these common mistakes:

• Attacking the “Friend”: Saying, “Well, your ‘friend’ Andy is charging you $7,200 a year for that friendship!” might be true, but it’s an attack on the owner’s judgment. You make them feel foolish and they will immediately become defensive.
• Aggressively Hammering the Numbers: Pushing back with “But it’s seven thousand dollars! How can you say no to that?” shows you’re not listening. You’re dismissing their stated value (loyalty) in favor of your own (money), which creates a disconnect.
• Giving Up Too Easily: Simply packing up your bag and saying, “Okay, I understand. Here’s my card if you change your mind,” is a waste of all the hard work you just did. This objection isn’t a “no”—it’s a cry for a better way to handle a difficult situation.

The Pro Move: Turn the Objection into Your Ultimate Closing Tool

A seasoned pro doesn’t see this as a dead end. They see it as an opportunity to become a trusted consultant. The goal is to shift from being a salesperson to being a problem-solver.

Here’s the play-by-play.

Step 1: Validate and Empathize

First, disarm them. Lean in and agree with them. Let them know you are on their side.

Say this: “I completely understand, and I respect that. Business is built on relationships, and it sounds like you have a good one with Andy. I would never ask you to damage a friendship over this.”

You’ve just moved from the other side of the table to their side. You’re not the enemy; you’re a peer who gets it.

Step 2: Reframe the Decision

Now, you need to pivot. This isn’t about you vs. Andy. It’s about the health of their business. You are going to empower them to use your proposal for their own good.

Say this: “You know, you’re in a tough spot. Let me suggest a way you can handle this without any conflict. Take my proposal to Andy.“ … Pause for a beat and let that sink in.

Step 3: Provide the Path Forward

This is where you give them the script and outline a no-lose scenario for their business.

Continue with: “As your friend, Andy should have one of two reactions. He’ll either be grateful you brought this to him and immediately match the offer. If he does that, you win! You get to keep your friend as your rep and still save $7,200 a year.

Or, he’ll look at it and say he can’t match it. In that case, as a true friend, he should understand that you have to make a smart business decision. A good friend wouldn’t expect you to light $600 on fire every month for their benefit.”

Why This Works:

This strategy is powerful because it transforms the entire dynamic:

• You’re No Longer the Antagonist: The “conflict” is no longer between you and the owner. It’s between the service ole’ Andy is providing and the documented proof that it could be better.
• You Become a Consultant: You’ve provided a clear, professional, and respectful way for the owner to handle an awkward conversation. You just gave them a solution to their relationship problem, not just their pricing problem.
• It Puts the Onus on the Competitor: You force the “golf buddy” to justify his high prices. If he’s a true professional, he’ll compete. If he gets defensive or makes excuses, he reveals that the relationship may be more valuable to him than it is to the client.

The next time you’re faced with the “friendship” objection, don’t retreat. See it for what it is: a test of your ability to solve a human problem, not just a financial one. Validate their loyalty, empower them with a plan, and you’ll be surprised how often you either win the deal or get a call a month later after their friend fails to deliver.

So what would you do? Would you choose one of my options? Let me know.

Happy Selling,

David

That sound you hear? It’s the final bell ringing. Tomorrow is October 1st. Welcome to the fourth and final quarter of 2025.

For those of us in sales, this isn’t just the start of another quarter. It’s the final, high-stakes sprint to the finish line. This is where goals are met, accelerators are hit, and champions are made.

Let’s do the math, because the numbers don’t lie.

As of tomorrow there are 92 days left in 2025. That sounds like a lot of time, right? Wrong.

Let’s get real about your actual selling days. Once you remove weekends, you’re looking at a much starker reality:

• 23 business days in October
• 19 business days in November (Thanksgiving will eat at least two of these)
• 22 business days in December (And let’s be honest, the last week is a ghost town)

That gives us 64 days.

Sixty-four opportunities to prospect, present, and close. Sixty-four chances to turn a “maybe” into a signed deal. Sixty-four days to define our entire year.

The time for casual prospecting is over. The time for “I’ll get to it tomorrow” has passed. Every call, every meeting, and every proposal has to count. It’s time for ruthless efficiency and strategic targeting.

Your Q4 Vertical Hit List: Where to Aim Your Firepower

Forget chasing every lead. In a time crunch, you need to focus on the merchants who are about to get slammed with business and feel the pain of their current processing solution (or lack thereof). Here’s where you hunt:

1. Healthcare & Wellness (Dentists & Chiropractors): The “Use It or Lose It” Goldmine This is the most potent, time-sensitive pitch you have. Patients are scrambling to spend their “use it or lose it” FSA/HSA dollars and use up their insurance benefits before deductibles reset on January 1st.

• Pain Points: Front desk chaos, inability to accept FSA/HSA cards, no way to offer payment plans for larger treatments.
• Your Pitch: “Are you prepared for the end-of-year patient rush?” Ensure their terminals are properly coded for healthcare payments. Pitch recurring payment plans for procedures not fully covered by insurance. This isn’t a “nice-to-have”; it’s a critical tool for them to maximize their Q4 revenue.

2. Automotive Services (Auto Repair, Tire Shops, Towing): The Winter Rush As the weather turns, vehicle needs become urgent. People need new tires for snow, get cars serviced for holiday travel, and unfortunately, need towing and repairs from weather-related incidents.

• Pain Points: Large, unexpected repair bills for customers. Towing companies need to take payments on the roadside. Inefficient invoicing for fleet accounts.
• Your Pitch: Offer terminals with built-in consumer financing options. Pitch wireless terminals and mobile solutions for tow truck drivers. Highlight security for high-ticket transactions. You’re selling them a way to make a stressful, expensive customer purchase much smoother.

3. Home Services (HVAC & Plumbers): The Emergency Call Lifeline The first cold snap is your trigger. Furnaces break, and pipes freeze. When a homeowner is in an emergency, they care about speed and reliability, not just price.

• Pain Points: Invoicing in the field, collecting payment on-site, managing emergency dispatch calls.
• Your Pitch: Equip their technicians with mobile payment solutions (Pay-by-Text, QR codes, mobile swipers). Offer a virtual terminal for the office to take deposits over the phone securely. You’re selling them a way to get paid faster and more efficiently during their busiest and most chaotic season.

4. Retail (The Obvious Goldmine): This is their Super Bowl. From small boutiques to large storefronts, they are bracing for the holiday rush.

• Pain Points: Long lines, slow terminals, poor inventory tracking, no gift card program.
• Your Pitch: Modern smart terminals (Clover, Poynt) for faster checkouts, integrated inventory management, and a branded gift card solution you can get up and running in a week. Sell them efficiency and a better customer experience.

5. Restaurants & Catering (The Holiday Party Kings): Office parties, family gatherings, and event catering are about to explode.

• Pain Points: Taking deposits over the phone, managing invoices for large parties, needing to take payments at off-site events.
• Your Pitch: Virtual terminals for secure card-not-present transactions, invoicing solutions, and wireless terminals for catering gigs. You’re not just selling processing; you’re selling them tools to manage their busiest season.

6. E-commerce (The 24/7 Cash Machine): If a local business isn’t selling online, they are committing financial suicide in Q4.

• Pain Points: No online store, clunky payment gateway, high risk of chargebacks during the holidays.
• Your Pitch: A secure payment gateway (like Authorize.Net or NMI) that integrates easily with their website. Offer them a path to capture the massive wave of online holiday spending.

The next 64 days will fly by. What you do right now—the calls you make today, the verticals you target this week—will determine where you stand on December 31st.

Stop reading. Get Up and Get out and Go hunt!

What verticals do you target this time of year? Let me know in the comments below.

Happy Selling,

David

With only a couple days left in the month and the start of the 4th quarter some out there are going to be having a Raman noodles, beans and rice month.

sales professionals all around the world are faced with the reality of ‘their numbers’ and efforts for the past 30 days. Some are happy, some are not… Which are you?

Because I am fortunate to work in sales and merchant services and I also get to talk with a  lot of sales professionals each month.  I get to see a lot of reaction – and reality!  I offer you several Do’s and Don’ts for your month end actions. 

The Do’s:

1. Look at your numbers.  Not just the ‘sales’ or results. Look at your activity, your close ratio, your prospecting efforts, etc. Closed sales only tell part of the story of your effectiveness and efforts.
2. Set your goal for next month. Do you have ground to make up from this month? Or from earlier this year?  Write down your goal(s) and as you write it – pay attention to your self talk. Are you confident in your goal? Are you second guessing it? Make sure it is realistic and believable.
3.  Discuss your monthly results and activity with your partner,  sales coach or mentor to seek their opinion.  What do they see you doing well that you should continue doing? What do they suggest you can do different to be even more effective next month?
4. Celebrate your success and progress!  What is a reward that is important to you? Extra time this weekend with friends/family? A nice dinner out, a special drink or treat? Pause and acknowledge what you have done well.

The Don’t’s:

1. Make excuses. Whether you made your numbers or not. If you don’t like your results – it means you need to do something different next month
2. Ignore the facts.  So often I see people who under- or over-estimate results without hard data. You won’t know if you don’t look and get the hard numbers. 
3. Procrastinate. Monday starts a new month, the last quarter of the year.  Be prepared to jump into October with enthusiasm and energy – and most important activity!

Using these tips can help you close more deals and stay focused. Word hard, follow up and ask for referrals and you’ll find happiness and success by the time Halloween comes around.

What other tips do you have for month end?

Happy Selling,

David

What is a Super star you ask? Well, it’s someone who sells A LOT!

The top 0.1%, The elite, The best of the best. They are the sales professionals who dominate the leaderboard, the ones who never struggle to hit targets and the ones who take home the very BIG residual check at the end of the month.

If you work in sales you’ll know it’s not that easy at all, so what do they do differently? Want to know the secret to their sales success?

I’ve worked with and know some of the most amazing sales super stars and today I will be sharing the 10 secrets to their sales success.

(No.1 is one of the most important one)

From the Home office in Star, Mississippi, Here are the

Top 10 Tips To Become A SUPER STAR

10. Set Your OWN Targets – Most W2 salespeople work towards whatever sales target they get set by management. Sales super stars often set their OWN sales targets based not on what the company wants them to earn but what THEY want to earn. (note this is obviously usually higher than their original targets). But they align their goal to their direct motivations and what they want to achieve.  Pro Tip: Work out what YOU want or need to earn each quarter and year and why you want to earn it, and set that as your target.

9. Start Earlier – Almost every sales super star I’ve met with has been one of the first (if not THE first) in the office every day. Why? It allows them to get focused and ready, it allows them to reach prospects & customers earlier when they’re more likely to answer and it allows them to take control of their day, instead of coming in late and fighting a losing battle. Pro Tip – If you’re not an early bird, then PLAN your day ahead. So each afternoon/evening, start setting everything up for the following day so you can hit the ground running.

8. Personalize The Sale – Every single sales super star knows to makes every sale about the customer, not them. It’s not about their product or the salesperson but all about the prospects, their problems and how this will help them. They’ll use names, stories and information that they uncover in research and in the conversation to make everything about them and unique to them.

Pro Tip – Research your prospects to take your personalization to the next level. Utilize things like Facebook, LinkedIn, Google searches, YouTube, podcasts, webinars, dig as deep as you can to make it more about them.

7. Avoid Distractions –Work hard to follow your schedule. Working for yourself can be just as distracting. Now, there is always time for banter and fun, but sales super stars know when to put their head down and work hard. They know when to say no. Their PRIORITY is their job, to sell, to hit their numbers, everything else comes second. Pro tip – Set CLEAR times for selling and sales activities and have a no-distraction rule. Then, have clear break times where you can relax and do other things.

6. Qualify Your Prospects – Sales super stars don’t waste their time trying to sell to anyone, they work hard to find the RIGHT people to sell to. They qualify them to make sure they invest their time in opportunities likely to close.

Pro Tip – Qualify early, during prospecting and initial conversations, and qualify hard. Remember, a non-qualified prospect has a high chance of being a waste of your time and may increase your risk of not hitting your number.

5. LOVE Objections – Sales super stars are happy to deal with objections, they’re confident in their service and they’ve qualified the customer so they’re confident it’s the right solution for them, so the objection isn’t scary. Ok you don’t have to love them, but you need to be happy, prepared and confident in overcoming them. Pro Tip – Write a list of as many objections as you can think (and keep adding to it) and then write down ways to overcome them. Have this list available as and when you need it to help you overcome MORE objections and win more sales.

CLICK HERE (Top 10 Objections When it Comes to Merchant Processing)

4. Use All Tools Available – You’ve got to sell smart to be a sales super star and that means using all available tools. You’ve got to be focused on your mission to help your customer. They don’t just use these tools but they master them, they learn how to use them properly and then practice to find their perfect approach. So many salespeople are stuck using bad CRM’s, bad tools, or worse yet, NO CRM’s or tools. Would Tony Stark be a superhero without the Iron Man armor and technology? No. If you want the best CRM for sales then you need to use Iris, Pipedrive or Hubspot are really good CRM’s.

3. Don’t sell, SOLVE – Too many sales people waste their time selling when sales super stars are just solving problems for people with their solution. They’re not pushing the sale but reminding the customer about the problem and building the value in their solution. This might sound obvious, but so many sellers are just trying to sell products and are not focusing on the problems that they solve. Pro Tip – Don’t forget your prospects might not even realise they have a problem. Show them what OTHER companies are doing that might be more efficient or cost effective. Sometimes you have to educate them on what problems they might have.

2. Don’t Give Up – You need to be so passionate about helping people that you’re willing to work harder than anyone else. Don’t give up at the first hurdle, don’t take their rejections personally, just know that your job is to help show them how helpful your product will be for them. Where I see most sales people giving up, sales super stars actually keep working on the opportunity, they push further and often then win the sale. Pro Tip – Look through any/all of your customer testimonials, recommendations and customer feedback to remind yourself just how helpful you and your service is! That will always give you the boost you need to push through.

And the #1 Tip To Become A SUPER STAR is…

1.They network HARD – It’s not just what you know but WHO you know. The elite sales pros are always networking, whether that’s online, at events, asking for referrals, with key industry professionals, their network is their net WORTH and they are always building it. Pro Tip – Never be afraid to ask for referrals, most people are more than happy to give them. In fact nearly 91% are happy to give referrals, yet just 11% of salespeople actually ask for them.

If you can tap into those 10 areas you have the potential to unlock HUGE sales success. What would YOU add to the list?

Have a great weekend,

David

Let’s be honest. In our line of work, you can feel like just another salesperson slinging the same old song and dance about lower rates. Business owners have heard it all before. Their guard is up, and they’re ready for you to launch into your pitch the second you walk through the door. But what if you could change the entire dynamic from the first “hello”?

The secret isn’t a slicker pitch or a more competitive rate. It’s about building genuine rapport and earning trust. In an industry flooded with competition, the salesperson who builds a real relationship is the one who wins—not just the initial deal, but a loyal client for life.

The First 30 Seconds: Building the Bridge

Before you can even think about discussing processing statements, you have to connect on a human level. The initial interaction sets the tone for everything that follows. Your goal isn’t to sell; it’s to be invited into a conversation.

• Observe and Listen: Walk in with your eyes and ears open, not just your mouth. Notice the photos on the wall, the awards behind the counter, or the way they interact with their customers. Find a genuine point of connection. “I see you’re a big fan of the local high school team—my kid plays for them too!” is infinitely more powerful than “I can get you a more competitive rate on your credit card processing.”
• Ask Open-Ended Questions: Instead of transactional questions, ask relationship-building ones.
  • Instead of: “Who do you process with now?”
  • Try: “How has business been lately? What’s been your biggest challenge this quarter?”
• Mirror and Match: Subtly mirror their body language and tone of voice. If they are laid-back and casual, a stiff, corporate approach will create a disconnect. This isn’t about manipulation; it’s about making the other person feel comfortable and understood.

From Vendor to Valuable Partner: Earning Their Trust

Trust isn’t given; it’s earned. A business owner’s payment processing is the lifeblood of their company. They won’t hand it over to someone they don’t trust implicitly. This is where you shift from being a salesperson to becoming a trusted advisor.

• Transparency is King: Be honest about everything—rates, fees, agreement terms, and potential pitfalls. Use a consultative approach. Lay out their current statement and explain it clearly, even if it means pointing out that their current provider is giving them a decent deal in some areas. This honesty builds incredible credibility. When you recommend a change, they’ll know it’s because it genuinely benefits them.
• Solve Problems, Don’t Just Sell Products: A business owner might think they need a more competitive rate, but what they really need is better cash flow, a more reliable POS system, or a way to accept online payments. Listen for the underlying pain point. The salesperson who says, “I understand you’re frustrated with your terminal always going down during the lunch rush. Let’s look at a more reliable solution that also integrates with your inventory,” will always beat the one who just promises to shave off a few basis points.
• Follow-Up and Follow-Through: The simplest way to build trust is to do what you say you’re going to do. If you promise to send an analysis by Tuesday, send it by Tuesday. If you say you’ll call back on Thursday at 10 AM, their phone should be ringing at 10 AM sharp. This reliability demonstrates that you respect their time and are a person of your word.

Ultimately, anyone can offer a lower rate. But not everyone can build a foundation of trust that makes a business owner see you as an indispensable part of their success. Stop selling merchant services and start building partnerships and make the connection. The results will speak for themselves.

Happy Selling,

David

The phone rings, and your stomach sinks. You see the caller ID: it’s that client. The restaurant owner. Before you even say hello, you’re bracing yourself. Is their internet down? Did a server forget to adjust a tip before batching out? Is the printer ribbon running low?

Whatever it is, you know one thing for certain: somehow, it’s going to be your fault.

If this scenario sounds familiar, you’re not alone. Every service provider, whether you’re in payment processing, IT support, or marketing, has encountered a “demanding” or “nit-picking” client. They consume a disproportionate amount of your time and emotional energy, blurring the lines of your responsibilities and leaving you feeling drained.

But you don’t have to be at their mercy. Managing these relationships is a skill, and by shifting your approach from reactive to proactive, you can regain control of your time and your sanity.

Step 1: Understand the “Why” Behind the “What”

First, take a breath and try to see things from their perspective. A difficult client is rarely being difficult for the sake of it. Their behavior often stems from a few key places:

• Stress and Pressure: A restaurant owner, for example, operates in a high-stress, low-margin industry. When technology fails, it directly impacts their ability to serve customers and make money. Their panic gets directed at the first person they think can help.
• Lack of Technical Knowledge: To them, the credit card terminal, the POS system, the Wi-Fi, and the computer are all part of one big, mysterious “tech” box. You are their “tech person,” so in their mind, you are responsible for the entire box.
• A Need for Control: When things go wrong, they feel a loss of control over their own business. Nit-picking and frequent calls are sometimes a way to re-assert that control.

Understanding this doesn’t excuse their behavior, but it does help you depersonalize the situation. Their frustration isn’t about you; it’s about their own operational stress.

Step 2: Set Boundaries with Fences, Not Walls

You can’t build a wall around yourself, but you absolutely can and should build strong fences. This is about clearly and professionally defining the scope of your services.

• Clarify Your Role (and What It Isn’t): Your contract or Service Level Agreement (SLA) is your best friend. It’s time to review it. Does it clearly state what you support? If not, it’s time for an addendum or a clarifying conversation.
  • Example Script: “Hi Joe, I want to make sure I’m giving you the best possible service. To do that, I think it would be helpful to clarify which issues I can resolve directly. My services cover the payment processing terminal and software. For issues like your internet service being down, your best and fastest point of contact is your Internet Service Provider. Here is their support number, I’d recommend keeping it handy.”
• Define Communication Channels: Is every little question a phone call? Redirect them. Let them know the best way to get support.
  • Example Script: “To ensure I can track and resolve your issues efficiently, the best way to reach me for non-emergency questions is by emailing support@mycompany.com. This creates a ticket and ensures nothing gets missed. For system-down emergencies, of course, continue to call my direct line.”

Step 3: Educate and Empower

A client who calls for everything often does so because they don’t know what else to do. By empowering them and their staff, you can deflect a huge number of these calls.

• Create a “First-Aid” Troubleshooting Guide: Draft a simple, one-page laminated document they can keep near the terminal.
  • Problem: Internet is down. First Step: Reboot the router (show a picture). Second Step: Call your Internet Provider at [Number].
  • Problem: Tips not adjusted on a closed batch. Solution: This action must be completed before batching out. Provide a simple end-of-day checklist for their staff.
• Conduct a 15-30 Minute Training Session: Offer a brief training for their manager or key staff on how to handle the top 2-3 most common issues they call you about. Investing a little time in training now will save you countless hours later.

Step 4: The Proactive Check-In

Instead of waiting for their next frantic call, beat them to the punch. Schedule a regular visit once a week or every other week to see how things are going.

This accomplishes two things:

1. It gives them time to bring up all their “little” issues at once, preventing a dozen random calls.
2. It makes them feel valued and heard, changing the dynamic from “You only call me when there’s a problem” to “You are a proactive partner in my business.”

When Is It Time to Walk Away?

Sometimes, despite your best efforts, a client is simply not worth the cost. Calculate the true cost of the relationship: the hours you spend on support, the emotional stress, and the opportunity cost of not being able to serve your great clients.

If a client is abusive, constantly disregards your boundaries, or is simply unprofitable, it’s okay to professionally end the relationship. Give them a fair notice period to find a new provider and assist in a smooth transition. Your business, and your mental health, will be better for it.

What Would You Do? Share Your Wisdom!

These strategies provide a framework for managing difficult client relationships, but we know the real wisdom often lies in shared experience. The community of business owners and service providers reading this has a wealth of knowledge.

• Have you faced a similar situation with a high-maintenance client? How did you resolve it?
• What’s one tactic or phrase you’ve used that successfully reset expectations with a demanding customer?
• When did you know it was time to “fire” a client?

Ultimately, dealing with a demanding merchant is a test of your own processes and professionalism. By setting clear boundaries, educating your client, and managing the relationship proactively, you can transform a source of stress into a manageable—and still profitable—partnership.

Share your story in the comments below! Your experience could be the exact solution another professional needs to hear.

Happy Selling,

David

We’ve all been there. You’ve accomplished something great, something you’re genuinely proud of, and then the little voice in your head pipes up: “Don’t toot your own horn.” It’s a common sentiment, often rooted in humility or a fear of appearing arrogant. But what if I told you that sometimes, tooting your own horn isn’t just okay, it’s essential?

I recently had a conversation with someone who, after a stating where she had done a good job , demurred, “I don’t want to toot my own horn.” My immediate thought? “Why not?!”

Think about it. We work hard, we achieve goals, we overcome challenges. These aren’t minor feats; they’re the result of dedication, skill, and often, a lot of extra effort. So why do we hesitate to acknowledge our own successes?

The Power of Self-Advocacy

In a world where opportunities often go to those who are seen and heard, self-advocacy is a crucial skill. If you don’t highlight your accomplishments, who will? Your boss might be busy, your colleagues might not realize the full scope of your contribution, and potential clients certainly won’t know unless you tell them.

“Tooting your own horn” isn’t about arrogance; it’s about confidence. It’s about recognizing your value and effectively communicating it to others. It’s about owning your successes and using them as stepping stones for future growth.

It’s Not Bragging if It’s True (and Delivered Thoughtfully)

The key here is how you toot your horn. There’s a fine line between confident self-promotion and obnoxious bragging. The difference often lies in your intention and delivery.

• Focus on impact: Instead of just listing what you did, explain the positive outcome or benefit. “I successfully implemented X, which resulted in a 15% increase in Y.”
• Share credit when due: While you’re highlighting your contribution, acknowledge the team or individuals who helped you achieve the success. This shows you’re a team player, not just self-serving.
• Be authentic: Don’t exaggerate or make things up. Stick to the facts and let your achievements speak for themselves.
• Choose your moments: Not every moment is the right time for self-promotion. Be strategic about when and where you share your successes.

This concept is especially vital for those in sales. You’re constantly seeking to demonstrate value and differentiate yourself from the competition. Your past successes are your most powerful testimonials!

When you’re talking to a potential client, don’t shy away from sharing how you helped a similar business streamline their payment processing, save on fees, or improve customer experience. “I recently helped a client similar to you reduce their processing fees by 20% by optimizing their system, which freed up capital for them to invest elsewhere.” This isn’t just tooting your horn; it’s providing tangible proof of your expertise and the benefits you can deliver. Your confidence in your past wins will translate into confidence from your prospects.

So, the next time you achieve something noteworthy, take a moment to celebrate it. And if that little voice tells you not to toot your own horn, remind it that sometimes, a little fanfare is exactly what you need to move forward.

What’s one accomplishment you’re proud of that you’ve been hesitant to share?

Happy Selling,

David

The coffee is brewing a little stronger this morning, isn’t it? You’ve opened your CRM, and the number is staring back at you. It’s the last full week of the month. For some, this day is filled with pressure. For the best, it’s filled with opportunity.

This isn’t just another week. This is the final sprint. Every call, every email, and every meeting carries more weight. The deals you close between now and next Tuesday will define your month. Forget whatever happened in the first three weeks—the missed appointments, the prospects that went dark. That’s in the past. Your focus now is singular: Finish. Strong.

Whether you’re one deal away from your quota or ten, this is the week to be surgical with your time and relentless in your execution. Here’s your game plan.

1. Triage Your Pipeline: The ‘Close, Nurture, or Pause’ Method

Your pipeline isn’t a to-do list; it’s a battlefield. You need to know where to deploy your forces. Open it up right now and categorize every single active prospect:

• Close (The Hot List): These are merchants who have a proposal in hand. They’ve given you a verbal “yes” or a “let me think about it over the weekend.” They are your number one priority. Your only goal with them is to get a signature on the dotted line. What do they need to move forward? A final question answered? A reference? A revised statement analysis? Get it to them today.
• Nurture (The Warm List): These prospects are interested but might be a week or two away. They’ve had a good discovery call, but you haven’t sent a proposal yet. Your goal here is to advance them to the “Close” stage. Send them a value-packed follow-up. Maybe it’s an article about chargeback prevention or a quick breakdown of how your gateway integrates with their software. Keep the momentum going, but don’t sink all your time here.
• Pause (The Cold List): Anyone you haven’t spoken to in weeks or brand new leads that just came in? Acknowledge them, schedule a follow-up for the first week of next month, and move on. Trying to take a cold lead from discovery to close in five days is a low-probability play. Your time is too valuable this week.

2. Create Urgency with Value, Not Pressure

Merchants don’t care about your quota, but they do care about their business. Create a compelling reason for them to act now.

• “Let’s get your signed up and the new rates locked in so you can start saving with the next billing cycle on the 1st.” This frames the decision around their savings, not your deadline.
• “If we can get the paperwork signed today, I can schedule your terminal installation for Thursday. You’ll be fully operational before the weekend rush.” This connects their signature to operational efficiency.

3. The Power of the “One More”

This is a game of inches, and the final week is won by the reps who are willing to do just a little bit extra. Embrace the “one more” mentality:

• Make one more follow-up call before you head home.
• Send one more personalized email to a prospect on the fence.
• Do one more review of a proposal to see if you can add a touch more value.
• Ask one more clarifying question to uncover the final objection.

It’s often that final push, that last bit of effort when everyone else is winding down, that gets the deal across the finish line.

4. Your Mindset is Your Greatest Asset

It’s easy to feel the pressure of the clock. Don’t. Every “no” you hear this week isn’t a rejection; it’s a data point that allows you to refocus your energy on a prospect who will say “yes.”

Stay positive. Stay organized. And most importantly, stay confident in the value you bring. You’re not just selling lower rates; you’re selling a partnership, reliability, and peace of mind for a business owner. Remind them of that, and remind yourself of that.

The clock is ticking. Let’s make every minute count. Now go close.

Happy Selling,

David