y Rosean, a Billings, Montana-based independent agent for Business Payment Systems, has been in the payments industry for three years. As a youth, he dreamed of becoming an airline pilot. After two years of training, however, he realized he had a passion for flying but didn't want the unsettled life of a commercial airline pilot.

He once did a stint as a used car salesman and says he was atypical in that role because he still has all of his teeth. While competition is stiff in the payments industry, he finds the freedom he enjoys and the support provided by BPS make it all worthwhile.

The Green Sheet: What do you like best about your career, and what's been most challenging?

Ty Rosean: The very best thing about my career is the ability to go between work and family. Kids get sick, schedules are hard to keep, and without a boss breathing down my back about being late or absent and losing pay, I can focus on what's really important: my family.

The most challenging thing would have to be personal. My wife, Crystal, has never taken my career seriously. ... She doesn't realize that if I'm not somewhere specific all the time that I can truly be working.

So consequently, I get calls from her like, "What are you doing? Where are you? Can you go by the store?" It's gotten a little better since she got a job, but now she asks me to bring lunch "if I'm in the neighborhood" or not doing anything specific.

GS: Describe a typical day in your life.

TR: I wake up about 7:30 a.m., drive to the coffee kiosk down the street and get Crystal and me a latte. Then I clean up for the day, do my e-mails, send my letters, then do daily follow-up with potential clients by calling or stopping by.

Lately, though, I have been remodeling my living room, so it's trips to Lowe's, coats of mud, sanding, trim, etc.

GS: How do you balance the demands of your work and personal lives?

TR: I don't. I don't have a personal life without a work one. So if someone calls on Saturday or in the evening, I answer the phone.

GS: Do you set short- and long-term goals for yourself? If so, what are your current career goals?

TR: I should but I don't. I do make sure to write at least five deals a month, though. Honestly, I've been flying by the seat of my pants. I've been neglecting that aspect. I am sure I don't want to chase leads forever.

GS: What's been your greatest success as an agent?

TR: Probably being able to support the family on one income. Crystal works because she wants to. She certainly doesn't have to.

GS: What has been your most significant learning experience?

TR: Just because someone writes you a check doesn't mean there is money in the account. When I first got in the industry, I was working for another contractor.

I had just gotten out of the hospital from my first surgery, and he owed me some money. I took his check for $1,500 and paid my bills. Two weeks later, I got a call from the bank, letting me know that I was $1,200 in the red.

GS: Do you have any chargeback horror stories? Success stories? Please explain.

TR: I have a merchant who runs a flower shop in a very small town. She decided to purchase a van from a private party. She could get a better rate from a credit card than the bank, but the owner of the van didn't take credit cards. She ran her credit card through her business terminal for $9,000.

She planned to write a check for the van once the money came in. The processor called to verify the transaction, and she told them the story. She had to return the funds and still paid the processing fees. She used the business card so she paid downgrades. Chalk that one up to lessons learned.

GS: Do you have a sure-fire way to resolve conflict?

TR: It's all about customer service. Everyone is human. Get the merchant to identify that everyone makes mistakes, and it is about how the issue is resolved. I just address things as they occur and don't let things linger on.

GS: What's unique about your sales style/method?

TR: I build rapport. I find a common ground and connect myself with the point of contact at the business, whether it's a mutual relationship or something, even if it's insignificant.

GS: Merchants are savvier now about credit card processing. How does this affect merchant level salespeople (MLSs)?

TR: That's fine with me. If I have a savvy merchant, then he will understand my presentation easier. That merchant is probably going to be in my portfolio longer because he has been through the ringer and can distinguish between good and bad service.

GS: How do you generate leads?

TR: I am a member of the chamber of commerce leads group. I also get lots of referrals from my portfolio.

GS: How do you explain interchange rates to prospects?

TR: It's a secret.

GS: How do you ensure account retention? What do you do when it looks like you're on the verge of losing a sale?

TR: I show them pictures of my children and talk about my medical condition. Just kidding. I try to understand why they are making the decision they are and try to reiterate the benefits of doing business with me.

It doesn't always work, but I never burn a bridge. They have my card, and I'll be calling every three months or so.

GS: If you could change anything about this business, what would it be?

TR: Licensure. I want morality and everything that goes with it. I'm not talking about missing a couple things on a proposal and ending up a few dollars off.

I'm talking about blatant misleading or lying, ... merchants thinking they're going to save 100 bucks a month and ending up paying more, and not being able to get anyone on the phone when they notice.

Liars and cheats really make it a tough sale. (On the flip side, if everyone was honest, how much business would I have to rewrite?)

GS: Do you think there will always be street sales? Please elaborate.

TR: Absolutely. Some people get excited when someone actually walks through their door.

GS: What do you think about "selling" free terminals?

TR: Dumb. We all know that terminals are not really free. I show the merchant how they are paying for it in other fees, and I don't lose sales to "free" equipment offers.

GS: What does it take to succeed in this business?

TR: Follow up. A hundred salespeople may have walked through a merchant's door in the last year. But how many came back the following Thursday at 3:25 in the afternoon when advised to do so?

GS: What is your experience with agent training? What would a good training program consist of?

TR: I'm still trying to develop that. I'm all ears.

GS: How should an MLS go about choosing an ISO partner?

TR: I fell in the lap of BPS and have been there ever since. I feel that I am with a great company. I haven't had to deal with that and don't expect to. Maybe I'm naive.

GS: Did you know enough about industry contracts before you signed one? Please elaborate.

TR: No. I wasn't even sure what industry I was signing a contract for. The person that set me up was one of those "exemplary" people who like to spend all of your money and bounce checks to you. BPS subsequently took care of me.

GS: Do you use professional services such as those of accountants or attorneys in your business? If so, how have they been useful?

TR: I just have a guy do my taxes. That's the extent of it so far.

GS: How has The Green Sheet helped you?

TR: I show published interchange rates to merchants and refer them to GS Online when I am up against a below cost qualified rate. It creates doubt in the opposing proposal.

GS: Any advice for newcomers?

TR: Don't keep your day job. If you are concerned about making enough money, then you aren't working hard enough.

If you stay safe and keep your current job and do this on the side, then that's what you will be - safe. And in about a month, after you've signed one merchant and haven't sold a terminal, you'll decide that there is no money in this business. On the other hand, if you quit your job, sign 10 deals and sell two pieces of equipment in a month, you'll wish you'd started 10 years ago ... and you haven't even seen residuals yet.

GS: What hobby or hobbies do you enjoy?

TR: I just rekindled my passion for woodworking. I fashioned a stool for my four-year-old son out of scraps I had left over from remodeling my living room.

Another plus from this job, I didn't have to request time off. I took it. I also like to play Halo [a video game]. My neighbor and I linked our houses and get some friends over from time to time and play 'til the sun comes up.

GS: Looking back, would you have done anything differently in your career?

TR: I would have started six years ago instead of three.

GS: Do you have a motto that you live by?

TR: Nothing original. Work hard, play harder. It's tacky, but when you keep in mind the weekend is coming, it can make the days go by quicker.

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