I’m an interpreter. I don’t know Spanish, French, Russian, Swahili, or Faroese (spoken on remote islands near Denmark), but I’m still an interpreter. Heck, I don’t even know sign language or pig Latin (ix-nay on the atin-lay), but I’m still an interpreter.
The language I interpret is “channel.”
I’m fortunate that every day I talk (in English) with POS resellers and software developers, sort through what they tell me, and then pass that along to you through these blog posts, special reports, webinars, presentations at events, one-on-one conversations, and emails. But today I’m taking a break from being a channel interpreter and sharing with you unvarnished comments from six high-performing channel executives.
In early August at RetailNOW 2017 in Las Vegas, Vantiv’s PaymentsEdge Advisory Services hosted RetailNOW Live! from the Vantiv booth on the show floor. I interviewed a half-dozen industry-leading resellers and ISV executives who weaved personal stories, business lessons, and best practices into topics such as company culture, customer service, team-building and much more.
Below are brief excerpts from those conversations along with a link to each full interview. Each conversation takes between 10-15 minutes, so in a little over an hour you can experience the entire set of discussions.
Enjoy the interviews! Or, as they say in Denmark, … um, I don’t know what they say in Denmark. Let’s talk channel instead, okay?
Jeremy Julian, COO, CBS NorthStar
“I truly believe that if the leader gets better, everybody around them gets better. … At the end of the day, I’m not the end-all, be-all answer. I want to create a culture of learning, a culture of growth within our organization so (the staff is) constantly bringing me stuff.”
Arthur Rosenbaum, President, NHCR
“With the small customers, cash flow is always an issue. That’s why with our recurring (revenue) model, most of our customers have a maintenance agreement so there’s no additional billing, and it’s just a problem resolution. We fix the customer to make sure that our approach resolves the problem and resolves the customer’s view of it.”
Lance Bell, President and CEO, POS Partners
“We do our best in almost every position to have no salaries anywhere. So when somebody wakes up in the morning, they can make as much money as they want to make. For those people that are paycheck-oriented, we’ve got a phenomenal compensation program. … The compensation motivates half. Meaning is the other part of this. My role as a CEO is to provide both a roadmap and to provide meaning. Those are my two most important things.”
Brett Bennett, CEO, POSitive Technology/OpSuite
“This last year, a longtime employee had a health crisis. In fact, he was on his death bed for a few days. He came through, but he had a whole month in the hospital and then, after being released, six to eight weeks that he needed to recover at home. Our response as a company was, ‘What can we do?’ We visited him daily, or we talked with his family daily because sometimes he couldn’t visit with us. We supported him – we gathered around.”
John Giles, President and Co-Owner, Future POS
“Winning has to be expected. Every day I have a ‘C’ employee is a day that I can’t have an ‘A’ employee doing that same job. A ‘B’ employee could maybe be coached up to an ‘A’ level. A ‘C’ employee is really holding space until you find somebody better, and I’m very open about that with the employees. If you think you can be a rock star today and five years from now can take it easy – no, that’s not why you’re here. We’re here to make things happen and get results and win.”
Stephen Enfield, President and CEO, POS Supply Solutions
“To compete today with the bigger, well-funded organizations, you need every advantage you can get, and (professional development) definitely is a strategic advantage for us as we move forward. … In a small organization, if you have 12 people in that rowboat and one person is out of rhythm, you go off course pretty quickly.”
Note: The views expressed in these video interviews are those of the interview subjects and do not necessarily represent or reflect the views of Vantiv.