Results 1 to 14 of 14
-
06-27-2019, 10:22 AM #1
Feedback on good and bad customer service experiences with funders
We would like to get feedback from the community on this. Your feedback would be valuable to us.
Last edited by Accord Business Funding; 06-27-2019 at 03:49 PM.
Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
-
06-27-2019, 10:23 AM #2
- Join Date
- Jun 2018
- Posts
- 462
-
06-27-2019, 10:28 AM #3
We know what the difference is. We want to know what you all have experience and hear it from you guys. Poor communication? Unable to get in touch with anyone? Flexibility on offers to be able to compete? No reply to calls and emails? No updates on offers / contracts? etc....
Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
-
06-27-2019, 10:42 AM #4
- Join Date
- Jun 2018
- Posts
- 462
-
06-27-2019, 10:46 AM #5
Hi Kevin,
My .02 cents on Customer Service is being accessible to your customers and having the right processes in place to acknowledge customer inquiries in a timely manner. Even if a customer has a request or a matter that needs to be attended to more in depth, an acknowledgment that your office is in receipt of their inquiry is a good start. Customer Service is also more than just responding to inquiries. Engaging with the customers regularly whether it is simple courtesy calls or quick "check in" e-mails. A proactive customer service sweep lets the current or former customer know that you care about them. Also encouraging feedback is great from a quality control perspective. Also having the support team maintain the "Under-promise, Over-Deliver" concept. E.g. In your case, if you have a policy to get approvals done in 24 hours, make it an internal policy to actually have them done in 12. This way the expectation of 24 hours is set and the customer doesn't expect to hear from you for a day or so. When you come in just hours later, this can make quite an impression.
-
06-27-2019, 10:49 AM #6Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
-
06-27-2019, 10:52 AM #7Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
-
06-27-2019, 10:58 AM #8
We're always looking to improve as a funder. Most we probably already know, but I'm sure there are things or perspectives we never thought of. I'm sure there are times where you think and say to yourself. "If I was a funder, I would totally do things this way versus how they are doing it. They just lost my business."
Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
-
06-27-2019, 11:02 AM #9
- Join Date
- Jun 2015
- Posts
- 3,325
the ability to be reached when the iso needs you (yes an hour is to long when i want a contract). the ability to actually be able to do something(some iso reps have zero power to do anything ever). the not screwing up ( i just had a funder 3 times send me the wrong contract). the ability to handle us crazy salesman.Ability to call a merchant if need be. ability to understand the competitors and what is needed to fund a deal.
what we dont need is iso reps non stop calling for deals , calling to go over metrics and all that stupidity. calling to explain how bonuses work .
that is all from iso reps
from actual funder
fast approvals that stick unless something crazy pulls up .doing a search for half the stips that can be found online .not charging crazy fees. knowing the industry and understanding how the approval is . and most importantly. good commission
-
06-27-2019, 11:14 AM #10Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
-
06-27-2019, 11:17 AM #11John Celifarco
Managing Partner
Horizon Funding Group
3423 Ave S
Brooklyn, NY 11234
T: (347) 773-3990 | F: (718) 795-1990
Linkedin: Profile
Email: john@horizonfundinggroup.com
-
06-27-2019, 11:21 AM #12
- Join Date
- Feb 2017
- Posts
- 3,433
There are several funders I work with who are more than thrilled to help close the deals with the ISOs, if the ISO approves. The trick IMHO is hard - it's to know how the ISO wants to work the file, and following his/her lead. Some want white-label to feel like funders, some say, "I'm a broker," some are stupid salesmen, some are intelligent brokers. Some will say, "I brought you the file, pay me my 10 points," some will say, "I'm shopping this to 1000 other places, so if you make a good enough offer, I'll take it."
Also, never cut off an ISO because they haven't closed anything with you. If they're frauds, don't waste your time, but the one time a year that it pays off because of a funding, it's all worth it.
-
06-27-2019, 11:34 AM #13Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
-
06-27-2019, 11:35 AM #14Kevin Dinh
3131 Eastside Street, Suite 350
Houston, TX 77098
P: 713-322-9743
Email: kdinh@accordbf.com
Web: https://go.accordbf.com/DF-Partners/
Similar Threads
-
Main Street - customer service?
By Don Dolla in forum Merchant Cash AdvanceReplies: 0Last Post: 09-27-2018, 01:58 PM -
National Funding - Customer Service?
By Don Dolla in forum Merchant Cash AdvanceReplies: 5Last Post: 08-16-2018, 02:48 PM -
Best residuals and customer service
By MCNetwork in forum Payment ProcessingReplies: 6Last Post: 05-19-2017, 10:29 AM -
Quickest funding & best customer service
By omayradj in forum Merchant Cash AdvanceReplies: 3Last Post: 03-06-2015, 01:58 PM -
Quickest funding & best customer service
By omayradj in forum PromotionsReplies: 0Last Post: 03-06-2015, 10:39 AM