10y
Thanks for the review! I'll be sharing this one in our next meeting as you've made some great points.
We're always trying to Better Our Best. I just wanted to comment that the marketers are paid hourly, not per appointment as you had mentioned. They do make a commission on leads that sell, their vested interest is in the Sale of the lead, not setting it. There's no money or upside for setting quantity over quality. The leads are recorded for quality and before the appointment can be set, a manager must confirm the appointment with the business owner. Even then, things can slip through the cracks. Bad leads are a something nobody wants, and we definitely don't want to be giving them out to our agents! If you can find somewhere that sets leads, with Pen In Hand merchants when you walk in the door, let me know cause I've been chasing that Unicorn for years! Merchants receive so many calls from processing companies daily, it's hard to be different, stand out, and get a Yes for the appointment. You can ask any of the former or current Marketers on this site if they fought for every lead they set or not. Current or former will tell you they took pride with every call they closed. I will bring this up though as mentioned in my next meeting, your opinion is exactly why our work is never done! Keep polishing, right?
The evening call you mentioned is a replay of our Sales Training call. Some agents prefer to catch it in the evening if they're on the east coast. You're not required to join it's only there to help if you'd like to better yourself. We do encourage everyone to join the 8am call though, EST or PST. Those are ran by the VP's of each office. I will definitely talk to my staff about adding an 8:30 EST training call so everyone, regardless of their location, has the opportunity to get that additional training in the AM. Good Call!
Our online reputation is not something we'd like to bury with Web Person as you recommended. We make every effort to gain closure with every complaint, nobody likes an unhappy customer. We're in an industry that collects fees, surely someone is going to be upset at some point and want to voice their concerns. With the thousands of merchants and over a billion dollars of processing our complaint to account ratio is over 99% satisfaction. Our BBB Rating is an A- which we work very hard at keeping clean. I encourage merchants to do their homework, and then decide if we're the best fit. You're 100% right about closing too quickly when theirs any uncertainty with their choices. As I walk my potential customer through the reviews they're seeing, I point out the fact the customer didn't understand their program or fees or something of the sort. That's usually the root of every complaint if you read them all as I have done, many times over. Then I ask them if they have my letter of guarantee with them. Do they see all the fees outlined, reimbursements promised, terminals expected, and our promise that they can cancel their processing account at no cost if they find a better deal. When they have agreed all items have been covered and nothing else has been promised.... I then let them know they won't be that fraction of the 1% that didn't know or are going to end up unsatisfied. That's why we haven't hired anyone to hide reviews, we learn from them and use them as building blocks.
Bettering our Best, thanks again for the Honest and Helpful review!
