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The Green SheetGreen Sheet

The Green Sheet Online Edition

June 24, 2019 • Issue 19:06:02


No payments pro left behind

Disruption is ongoing in the payments industry. It can be exhilarating when you're an agent of innovation, bringing changes through new technology, major acquisitions, or groundbreaking strategies and programs. However, disruption can often be difficult for people who enjoy their jobs as they currently are.

How can you help a customer service rep, for example, whose duties were revamped after a recent merger, or a merchant level salesperson (MLS) who doesn't grasp how to sell a new service that significantly reduces merchant churn?

Helping others adjust

Here are six suggestions for helping others embrace change:

  1. Take care of yourself. Make sure you have the requisite support to remain positive in the face of complaints from people who are unhappy with new roles or revamped teams. Reach out to colleagues grappling with the same kinds of issues in their companies; discuss your experiences and share ideas.
  2. Maintain a positive attitude and encourage others to do the same. Don't take negative talk personally. Never let someone else's bad attitude bring you down or cripple your momentum.
  3. Identify people on staff who can help. Observe those who are adapting well, assess their skills and give them duties that will put them in a position to mentor others who have been slow to come to terms with the new situation.
  4. Keep lines of communication open. Many an upset can be avoided if people feel their supervisors care about them. This caring often can be conveyed by sharing useful information, demonstrating advantages of new programs and initiatives, asking for feedback, and listening closely to what people say. When people have good ideas that will help facilitate your initiatives, give them credit and implement their suggestions when feasible.
  5. Be an example. Take time to reflect on your situation. Assess what you've done well and where you'd like to improve professionally – and share this process with others. For instance, if you realize you don't yet fully understand a new technology your hardware partner is raving about, bring an expert in to do a presentation with staff. Ask questions. Show that you're learning along with everyone else, and encourage others to keep expanding their knowledge.
  6. Prepare for more than one outcome. You may have done your best to plan in advance for every aspect of the change you're implementing. However, no one can predict the future. Variables are a constant. Imagine alternative scenarios to the one your desire and come up with ideas on how you can address each. In essence, have a Plan B.

In addition, sometimes you may have to facilitate [face] changes you never envisioned. The economy is always in flux. You might need to reorganize and let a few people go during a severe recession, for example. The six ideas provided herein can help in these situations – with the additional advice to be especially mindful if a working relationship or partnership has to end. When you bid someone farewell, be as compassionate and helpful as you can. end of article

The Green Sheet Inc. is now a proud affiliate of Bankcard Life, a premier community that provides industry-leading training and resources for payment professionals. Click here for more information.

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