In our July 27, Aug. 10 and Aug. 24, 2020, issues, we published answers received from members of The Green Sheet Advisory Board to the following:
This is the fourth and final group of insights from our esteemed Advisory Board to this round of inquiry. We appreciate their taking time to contribute their perspectives to this series.
Our home state has allowed the reopening of offices, and we've implemented all of the necessary measures to ensure that our team members can come to work safely, although those who have requested to continue working from home have been granted that allowance.
As businesses have opened in various degrees our goal has been to provide the best solution that fits that specific merchant's needs. This may be ensuring their terminal has a contactless option, helping restaurants set up their own online ordering options to circumvent the high commissions of the ordering platforms or, as some dining resumes, replacing menus with QR codes to reduce the amount of items that need to be touched and have the potential for viral transmission.
With a lot of transactions being pushed into the CNP environment we also reviewed available fraud protection tools with our merchants, agents and partners to ensure that more CNP transactions didn't also translate into increased disputes.
Second, and this builds on the previous point, is that you cannot always expect things to remain the same, and so you cannot stagnate with your value proposition. Being able to stay nimble and pivot as needed is extremely important.
Third, the last thing I would keep in mind is looking internally; your people aren't robots, and especially in turbulent times, internal morale can have a significant impact on a company's ability to effectively execute. The people on our team are also members of our community and have been wrought with concern for themselves and their family, their jobs and the future. We've made a serious effort to be proactive in providing leadership, stability and transparency to our team members so they know they are valued contributors and not automatons.
We have been operating as normal again (for now) while everyone at our office wears masks and washes their hands incessantly. We are flexible when employees want to work from home, too, so I feel we are doing the best we can to keep a safe workplace and make sure we continue to serve our merchants.
For the brick-and-mortar merchants who have really been hurting, we've just been offering whatever support we can to help them. For some, it's been helping them upgrade to contactless terminals, quickly set up an online store or integrate online ordering, or simply waiving fees for a few months while they stay closed and figure out their plan.
We process payments for quite a few PPE merchants, so we've been referring our other merchants to them if they need a good deal on masks, sanitizer and other supplies. We're all just taking this day by day and helping clients any way we can.
I think many companies' true colors come out during times of crisis, so if you can step up now when times are tough, you'll be much better positioned for the future. It always feels good to help someone in need even if you don't get anything from it financially, because with where the world is currently, we all need to collaborate and lend a hand.
Therefore, I think the most important thing any company can do is focus on building the best team. Happy and helpful employees equals happy and loyal customers.
We've also had to be more creative and resourceful these last few months as well, which I think a lot of people are in the payments world, but it's been more important than ever to retain clients and sign up new merchants who may be a bit more challenging.
There are a lot of opportunities out there as we've seen banks and processors tighten up, so if you're proactive, engaging with your network, and staying in touch with clients or other people you may have lost touch with, you'll be surprised what may fall into your lap.
Most importantly, I hope everyone stays safe and healthy during these times.
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