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ISO Corner: Managing Problem Merchants |
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Most ISOs, at one time or another, have encountered a problem merchant. Knowing how to handle them and minimize the potential for the difficulties they can cause has always been important. But it’s become even more critical given the increasingly competitive nature of the marketplace.
“While merchants don’t necessarily cause trouble on purpose, they’re definitely aware that there are both more of us, and a smaller pool of prospects from which we can draw,” says Kevin Jones, vice president of sales and marketing at First American Payment Systems in Fort Worth, Texas. “[So] they aren’t as afraid as they may have been to push harder for what they want or do something they shouldn’t, believing that if we want to avoid attrition, we’ll go along with it.”
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