It’s happened to all of us. You’re sitting down with a merchant prepared to doing a presentation and the WIFI won’t connect to your kiosk. Or how about this one, you install the the kiosk with your brand new merchant and now they’re calling you to tell you that the kiosk “isn’t working”. What do you do?
I’ve come up with three of my best helpful hints when you go to do a sales pitch to a new merchant.
Technical issues in the computer world are common and expected.
Start with a few simple steps to troubleshoot over the phone to demonstrate that issues can be handled promptly and in some cases right over the phone.
-Have a back up
Your kiosk will at some point have an issue. Don’t take a space at your merchant’s front desk fighting with it. Bring a backup kiosk and be prepared to swap systems (even temporarily) if needed to help business continue as normal.
Merchants have all dealt with support issues before with and most understand when things go wrong. Put them at ease and explain what you are going to do to resolve their issue. Communication is critical in order to keep emotions down when resolving an problem.
Nothing in life is ever perfect, and your merchants will understand that you’re not perfect, either. Don’t be discouraged if something doesn’t go as planned – just make sure you handle it calmly and professionally.