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Table of Contents

Lead Story

Interchange: What gives?

Patti Murphy
The Takoma Group

News

Industry Update

Sun setting on PCI version 1.1

Bohemia, payments style

No wiggle room with Red Flag Rule

Processing for newbies

VeriFone turns triple play

Features

GS Advisory Board:
What's up in this downturn? - Part II

The payments doctor is in

ISOMetrics:
Interchange in brief

Industry Leader

Stuart C. Harvey Jr. –
In the zone

Views

Building relationships - priceless

Biff Matthews
CardWare International

Education

Street SmartsSM:
MLS compensation options

Jason Felts
Advanced Merchant Services

PCI vendors: Welcome to the jungle

Tim Cranny
Panoptic Security Inc.

What's your business?

Daniel Wadleigh
Marketing Consultant

Admit, own, fix your bloopers

Jeff Fortney
Clearent LLC

Reduce stress, raise retention

Curt Hensley
CSH Consulting

Be calendar-wise

Adam Atlas
Attorney at Law

Sweet-spot MLS training

Christian Murray
Global eTelecom Inc.

New Products

Mobile computing for feet on the street

Dolphin 9900 Mobile Computer
Honeywell International Inc.

Back office synergy online

Synergy Express
Jack Henry & Associates Inc.

Inspiration

Revamp that problem mindset

Miscellaneous

POScript

Departments

Forum

Resource Guide

Datebook

Skyscraper Ad

The Green Sheet Online Edition

September 08, 2008  •  Issue 08:09:01

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Inspiration

Revamp that problem mindset

When you confront a problem
you begin to solve it.
Rudy Giuliani

ISOs and merchant level salespeople (MLSs) are problem solvers. It's the nature of the job as middlemen (and women) between processors and merchants. But it may be getting you down - the aggravating, unrelenting stream of problems that are dumped on your desk and become your responsibility to solve. You may have reached, or are close to reaching, the point where you can't take anymore.

Bad things happen in life; it's a truism. It's even a scientific principle called entropy - that things move from order to disorder, from stability to chaos. Sometimes problems are big, life-changing ones, like a divorce or a death in the family.

Or issues can be business-related - your ISO cuts back on customer service and you are flooded with complaints; a new POS system malfunctions, repeatedly; or a long-time business partner goes belly up, leaving you stranded.

But it's not that bad things happen. Little annoyances and setbacks occur just about every day of our working lives. It's how you deal with negative developments that makes all the difference. Putting out fires If you get up in the morning dreading the obstacles you will face that day, chances are you need to find a new line of work. Or better yet, change your mindset and keep your job.

A main part of sales agents' jobs is solving problems - merchants' problems: hardware problems, software problems, problems with their statements. Problems. Problems. Problems. All day long.

But try looking at it differently. You're not trying to fix problems, you're providing customer service instead. Once you're in that frame of mind, the negative aspects of problems lessen. You're helping to alleviate others' troubles. You're performing a service that makes merchants' business lives easier.

But that is not all you're doing. By resolving merchant issues, by resolving difficulties, you're solidifying your roll as those merchants' go-to guys and gals. Providing excellent customer service is, therefore, nothing less than job security.

The happenstance factor

But tackling thorny issues has other positive attributes as well. Often you hear of scientists searching for answers to specific problems, only to accidentally discover solutions to other things. Louis Pasteur, for instance, stumbled upon the principle of vaccination by trying to induce cholera in chickens with the wrong bacteria.

Chance discoveries happen to MLSs, too. A few scenarios:

Spotlight Innovators:

North American Bancard | Harbortouch | USAePay | IRISCRM.COM | Humboldt Merchant Services