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Independent sales organizations can reverse merchant clients' decisions to cancel service and switch providers by consulting with each merchant before they leave to determine the reasons for the potential switch, according to some ISOs. Profit Point Inc. performs an "educational and informative consultation with each customer" when a merchant reveals an intention to switch service providers, says Vaden C. Landers, CEO of the Nashville-based ISO. The first step is to "identify the issue and deal with it" to retain the account, says Vanders. For instance, an ISO can renegotiate a merchant's rate if the primary concern is price, says Ted Svoronos, senior vice president of sales at Irvine, Calif.-based Group ISO. Svoronos estimates that by conducting consultations, Group ISO retains between 20% and 25% of merchants that approach the ISO to cancel service and switch providers.

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