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In this video, I will talk to you about one of the biggest mistakes merchants make when choosing to work with a credit card processing salesperson. Most merchants only think to search for the lowest rate. But a huge mistake is going with a processing salesperson who doesn’t do his own customer support. You get told about the 24/7/365 customer support number, or should I call it the non-support number, but it is staffed with people speaking English as a second language from another country, reading from a script who have no economical incentive to sincerely help you. They are getting paid a salary that does not depend on their service. I call it the 1-800-IGNORE-ME line!
I am Gingergaye Hollowell, president of Electronic Money company. Here is a story of a typical scenario with 95% of the processors out there.: You have likely experienced this yourself? You to call tech support perhaps because a transaction won’t go through your terminal.
- Step 1: Please enter your merchant ID#. (Oh, you don’t have it and now you have to find it and call back.)
- Step 2: Please enter your business phone #.
- Step 3: Please confirm the name of your business.
- Step 4: Press 1 for terminal support and 2 for merchant services, 3 for questions about your statement, 4……..0 for operator.
- Step 5: Press 1 for terminal model VX series, press 2 for FD series, press 3 for ……..0 for operator. (Oh, you don’t know what model terminal you have and now you have to figure it out and call back and start the steps all over again.)
- Step 6: Finally, you are on the phone with someone from another country speaking English as a second langue. It is hard enough to understand geek, without the geek being spoken with an accent that is hard to understand. This conversation takes 15 to 30 minutes if you are lucky. Sometimes they tell you to call your sales rep and get a new terminal.
- Step 7: Sometimes, they can’t figure out the problem, and they elevate you to level 2. That person has to start all over with the troubleshooting you have already done, and another half hour goes by, and they elevate you to level 3. Then you start all over again, going through the same steps for the fourth time! Sometimes you are on hold, the call drops and you have to start all over again!
When shopping for a processing company, ask the salesperson for the support # and CALL IT! See how it goes. Ask the salesperson for his cell phone in case you have more questions. Check out the processor on the better business bureau website. Ask for references! Don’t get stuck in a contract with lousy service that can cost you double your rates and fees in time lost and frustration! You will never have the frustrating 1-800-IGNORE-ME problem with Electronic Money Company.
We reduce the 7 steps to 1 step, the original phone call. We answer the phone live. If we are on the phone, we will call you back in way less than 24 hours. Our in-house support staff recognizes your voice and name and is excited to connect with you. We don’t have to ask you what terminal you have or what your MID is, because it is right in front of us on our computer screen. We are well trained and knowledgeable to answer your concerns quickly so you can both get back to your business with no stress.
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