We Lost the Account

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“If you need anything down the road, please, let me know.”

This would be the end of the story for most salespeople in the world. They take a no as no.

We understand that what no really means is not right now.

In this case, our merchant advisor was losing a client of 8 years with multiple locations that process $15 – $20 million annually. It was a tough pill to swallow, but rather than getting bitter or burning a bridge, our advisor handled the situation like a true pro.

See, she had built a strong relationship with everyone at the company over the years, but a new CFO came into the organization with new ideas for their merchant services.

The CFO was persuaded by another merchant service provider offering a marginally better program and value-added services that would “make life easier” for the merchant.

She demonstrated remarkable patience by refusing to abandon the relationship; rather, she kept in contact, kept marketing to them, and kept her relationship.

Why would she do this when they moved on to a new company?

She knew that she didn’t get the business 8 years ago because of “low rates and the latest technology”. She earned their business by building a solid relationship and, because of that, she knew that when the reality of working with their new provider didn’t meet up with expectations that she would be the person that they would call.

6 months after switching, the phone rang. Turns out that they were having issues getting American Express transactions to run through and be funded properly. What made matters worse is that their customer service was a nightmare.

When they had enough, the first call they made was to their former advisor. Not only because they never experienced issues with processing when with First Financial, but when any issues did arise and they needed assistance they received first class customer service from our team.

What sets us apart from the crowd is that we understand how crucial it is to build a solid relationship with our customers.

When you’re on the FFUSA team you have about 100 years of combined record-setting experience just a phone call away. We are here to help you strategize, target, problem solve, close deals, and get to the point where you have a solid income that takes little time to maintain.

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