Company growth and expansion are common objectives shared by “think big” entrepreneurs.  Of course, the goal of profitability must first be met.  But once a firm is in the black, more grandiose visions easily take shape as business owners try to secure more customers, increasing market share, and offer a greater variety of services or products while extending even more customer support.

Our parent company, United Bank Card (UBC), continues its amazing development, transforming from a seemingly inconsequential upstart in the merchant account arena to a recognized leader in the field just in the span of seven years.  UBC processes over 3 billion transactions annually and provides credit card processing capability to approximately 2,500 new merchants monthly.  This type of growth is not only unparalleled in the merchant account industry but is rare to find in any business field. 

Adding to its list of burgeoning achievements, UBC has just been featured as the 6^th fastest growing private company in the United States by Inc. Magazine.  (Last October, it was listed as the 19^th fastest growing American-based private company.)  Currently, the Nilson Reports lists UBC as the 40^th largest payment processor in the nation. 

Indeed, UBC is no fly-by-night and continues to progress onward and upward.  But while growth continues, UBC is not manifesting a “corporate gorilla” complex.  Customers receive individualized attention and may draw upon the expertise of professionals, both in the customer service and technical departments, staffed at two locations – New Jersey and Arizona.  Merchant account clients receive 24/7 support and can obtain customized solutions to fit any business need.

As an independent sales arm of United Bank Card, it is our job to ensure that all merchants feel like the proverbial big fish in a big pond.  No merchant will get lost in the shuffle and has immediate access to problem-solving solutions.  If any questions ever arise, we are only a phone call or email away.

We are determined to be the #1 payment processor and the fastest growing private company in America.  But most of all, we are determined to be the #1 choice among merchants looking for affordable credit card processing, offered by the most responsive, ethical company.

In my nearly 4 years of employment with IntelliCollect – United Bank Card, I only spoke to one prospective client who fixated on a very important aspect of business: customer service.  While this individual was looking for the best rate, she concentrated most of her attention on the type of service she could expect after signing up with our program.

She needed reassurance that all emails would be answered in a timely fashion, problems rectified in an expeditious manner, questions answered with full disclosure and prompt, courteous treatment extended at all times.  I did not find her expectations and demands excessive.  Indeed, it was refreshing that attention was apportioned to our actual professional relationship and not just to the nuts and bolts of rates.

This is not to suggest that discussion of fees is irrelevant or unimportant.  (We are convinced that almost all of our clients sign on with us because of our extremely low, merchant-friendly rates.)  But it is counter-intuitive to me that so few inquire about what to expect once a business relationship is established.

In a similar vein, it is shocking that many companies (including the vast majority in the credit card processing field) forget or simply refuse to extend an outstretched hand of support, particularly to clients that they have retained.  Many take existing clients for granted, finding little time in building, developing and nurturing business relationships. 

Such attention to customers (even more important than attention to details) is particularly important if and when a problem arises.  When a company ignores a problem or engages in excessive foot-dragging, the client rightfully feels let down, accompanied by feelings of anger and/or disillusionment.  Consequently, such clients may decide to end a business alliance, seeking a firm that will appreciate their patronage and address concerns with a degree of professionalism, commitment and concern.  Problems are, at times, unavoidable.  Response time and offering viable solutions are within a company’s control.

Our company’s objective is to manifest responsibility with responsiveness.  We cannot expect to add new clients if we don’t satisfy existing ones.  And whether our relationship with a merchant is long-standing or new, a truism exists: everyone on the other end of the line must feel respected, listened to and attended to with patience, understanding and genuine concern.  My duties at IntelliCollect – United Bank Card are similar to the functions served as a school guidance counselor: It is imperative that I provide insight, resolve issues, provide guidance, direction and support, brainstorm effective strategies, and model integrity at all times.  Unconditional positive regard must be extended to customers, too.  After all, without their support, growth and profitability could not be realized.

Several years ago, I lived in New York and an over-abundance of retail merchants seemed to hire people who forgot to thank those who patronized the stores.  A simple, “Have a nice day,” could not even be offered on too many occasions – a seemingly small, yet incorrigible offense.  Business owners must be imbued with authentic gratitude, express it, and most importantly, show it.  Time for the golden rule to extend to the world of business: everyone wants to be treated fairly, respectfully, honestly and with courtesy.  Customers deserve such treatment and should not expect anything less.