The service and support of your merchant provider are essential to the smooth and consistent processing of your credit card transactions, and therefore can be essential to your long-term success. In addition to the features, tools, and equipment supplied by the merchant provider, consider the following important aspects of service, which may make or break your business.

Setup Will someone be available to help you setup your new terminal, software or other equipment? If you're new to credit card processing, new to the equipment you're using, and sometimes even when you're a veteran, getting set up can be very confusing. Some equipment can be easily damaged when not set up properly, so assistance may be essential. Most companies offer phone installation and setup instruction, but some companies may offer in-person installation and programming. Find out if this service is offered - for many users this additional service may be an invaluable.

Promotion Promotional material (signs, stickers, logos for Visa, MasterCard, etc.) can be difficult to acquire. If you're a retail store, you'll want to make sure that your merchant provider supplies this material. Promotional material is important for letting customers know that you accept credit cards, and which ones you accept. If you're already processing credit cards, you probably already have stickers and other promotional material, so this will not be a concern.

Equipment Maintenance No matter what type of equipment you choose, it will eventually become outdated, damaged, or otherwise inoperable. Does your merchant provider offer updates, upgrades, or equipment replacement policies? A replacement policy is a good option for businesses with card swipe terminals, but this service may not apply to software, mobile terminals, or electronic cash registers. Another important equipment question is whether the equipment is proprietary. If you buy or lease proprietary equipment, but don't like the company you're working with, the equipment will be useless to you with another merchant provider. If you purchase equipment, make sure you can take it with you if/when you go.

Customer Service/Technical Support Good customer support should be provided toll-free, 24 hours a day, 7 days a week. If you do business year round, make sure support is available 365 days a year. Hold times should be minimal, and customer service representatives should be knowledgeable and polite. The best way to find out what kind of customer service a company offers is to try them out. Before you sign anything, call their customer service number and take note of hold times, attitudes, helpfulness, etc. This is who you'll be working with when you have problems - will their service meet your needs? You may also want to find out whether 24 hour on-site customer service is available. Some problems are difficult to resolve over the phone, and you may need someone local to assist you with your problem.

Reputation and Reliability How well do you know the institution you're doing business with? If you're looking at doing business with a new company, you'll need to do your homework. You're investing a great deal of trust in your merchant account provider, make sure they're someone worthy of that trust. You're looking for a financially stable, experienced, and reliable company to handle your credit card processing. Checkup on your merchant provider with the following suggestions:

• Who are they? Financial institutions may sell directly to merchants, or may hire agents (resellers) to sell for them. All agents must be registered with Visa and MasterCard. Agents are also required to clearly identify the name of the financial institution they represent. Don't assume, however, that big names always offer the best service. They typically outsource most of their services and often charge the highest fees.
• Do they have references? You may want to consider requesting a list of references, specifically noting what types of companies they're doing business with and how long those clients have been with the company. Be wary of merchant providers who have become successful by supporting porn sites of online gambling casinos. Also, if the majority (or all) of their clients have been with them one year or less, this may indicate either that they haven't been in business very long, or that they don't have much success keeping customers. Either way, you'll probably want to consider to business with somebody else.
• Have you checked with the BBB? Whenever you're considering doing business with a new company, consider checking them out with the Better Business Bureau.
• Have you checked the Internet? The internet can also be a good source of information about companies. Search the newsgroups at Google for negative comments and experiences other users may have posted regarding the company.
• Have you checked your common sense? As with all business agreements, beware high-pressure sales tactics and anything that sounds to-good-to-be-true, it probably is. Any business that's that desperate for your business probably isn't worth doing business with. Hopefully, we've been able to offer a little positive guidance in your search for the right merchant account. Remember our two major factors, cost and service, when making your decision - they'll both factor into your long-term financial success in a big way.