{"id":27725,"date":"2018-03-14T04:00:00","date_gmt":"2018-03-14T08:00:00","guid":{"rendered":"https:\/\/goebt.com\/https-blog-cdesolutions-com-want-to-know-what-your-merchants-want-ask-them\/"},"modified":"2025-04-02T13:28:07","modified_gmt":"2025-04-02T17:28:07","slug":"want-to-know-what-your-merchants-want-ask-them","status":"publish","type":"post","link":"https:\/\/goebt.com\/want-to-know-what-your-merchants-want-ask-them\/","title":{"rendered":"Want to Know What Your Merchants Want? Ask Them!"},"content":{"rendered":"

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We\u2019ve written plenty of times before that it\u2019s important to be constantly thinking about your merchants\u2019 experiences when dealing with your company. <\/strong><\/em> Whenever making decisions for your business, their needs and wants should be front of mind.  The challenge involved in this is having the most helpful information about your merchants.  Of course, you could rely on market research available from other sources, but why not make the effort to gather your own insights?  Gathering information from your merchants is probably easier than you think.  Here are our suggestions for collecting feedback from merchants about their preferences and the demands of their customers.<\/p>\n

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Regular Surveys<\/strong><\/p>\n

A lot of people have a negative view of the survey because, let\u2019s face it, they seem like a little bit of a hassle most of the time.  However, there\u2019s no denying that when people feel strongly about something, they won\u2019t mind voicing it.  Also, incentivizing your merchants with something special could help push them to take a small action like completing a quick survey.<\/p>\n

The key to successful surveying is timing. Because we\u2019re all bombarded with so much messaging all day, you must make sure you are communicating strongly the value that the survey has while also being considerate of the merchants\u2019 time and patience.  Try a survey of your merchants once a year or even quarterly.  Also, make sure the questions are easy to read and answer, and that the survey is not too time consuming.<\/p>\n

Sales Meetings<\/strong><\/p>\n

Your sales team talks to merchants all the time.  Make sure they\u2019re listening more than their talking.  They should be taking note of the feedback they get, and the demands merchants have, especially the ones your company can\u2019t yet meet. <\/p>\n

Push your sales people to become part time investigators.  They should aim to be experts in the industry and have their eye on the trends, the pitfalls, the challenges, and the gaps.  A great sales team that does all of this well should be able to give you great insight into what your merchants need and want.<\/p>\n

Post-Support Feedback<\/strong><\/p>\n

One of the best times to get feedback from your merchants is after you\u2019ve helped them with an issue.  Chances are, they\u2019re going to be really pleased with the assistance they\u2019ve received and ready to share any feedback they have.  Besides asking how they feel about your service, take the opportunity to ask about what services, features, or technology they are wanting or interested in learning more about.  After you\u2019ve gotten their feedback, they\u2019ll likely feel appreciated as well.<\/p>\n

Onboarding<\/strong><\/p>\n

Once your new merchant has completed onboarding and activation and is successfully processing transactions on their new device, you could take the opportunity to get some more information from them.  They can provide insight into how the process could have been better, the reasons they chose your company, and more.  Try not to overload them with questions at this point, as you want them to enjoy their new services from your company.<\/p>\n

Cancellation<\/strong><\/p>\n

No one likes to think of their merchants leaving, but the fact is that some of them will.  Don\u2019t let a merchant\u2019s departure be a complete loss.  If a merchant chooses a different company, make sure you ask why and any suggestions they have for improving your service. Even if a merchant is simply closing their business, take advantage of the opportunity to gain information from someone who used your services for some extended period.  These people will likely reflect on the entire time they interacted with your business, not just one small segment of time.<\/p>\n

 <\/p>\n

<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

We\u2019ve written plenty of times before that it\u2019s important to be constantly thinking about your merchants\u2019 experiences when dealing with your company.  Whenever making decisions for your business, their needs and wants should be front of mind.  The challenge involved in this is having the most helpful information about your merchants.  Of course, you could […]<\/p>\n","protected":false},"author":244,"featured_media":27726,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[1],"tags":[227,205],"class_list":["post-27725","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-important-announcement","tag-best-practices","tag-industry-news"],"_links":{"self":[{"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/posts\/27725","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/users\/244"}],"replies":[{"embeddable":true,"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/comments?post=27725"}],"version-history":[{"count":1,"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/posts\/27725\/revisions"}],"predecessor-version":[{"id":31202,"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/posts\/27725\/revisions\/31202"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/media\/27726"}],"wp:attachment":[{"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/media?parent=27725"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/categories?post=27725"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/goebt.com\/wp-json\/wp\/v2\/tags?post=27725"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}