I first met the lovely Martin and Nikki from Breakers cafe in Cromer back in April 19. Martin had been waiting for over 6 weeks for a card machine he had ordered from his banks recommended merchant service and was feeling completely let down. As the new owner of Breakers cafe the last thing Martin needed was to be messed around, he wanted to be able to offer his customers a way to pay by card and risked losing trade.
During my first meeting with Martin I knew I could help him, knowing how efficient me and my customer service team are, I was certain I could have Martin up and running in a matter of days. But low and behold whilst I was there, a DPD driver walked through the door holding the card machine he had ordered 6 weeks before.
So that awkward moment…. do you convince the customer that the card machine is a bag of spanners or do you just walk away. Well neither, I said “you need to do what’s right for you and your business and what’s going to get you up and running straight away. So can I help install it for you and show you how to use it?” Kindly declining my offer and apologising for the situation, I then left. But staying true to my belief that no matter what, I am here to help my local businesses even if that means I can only offer free advice. It’s often the case in my line of work that customers are not advised on how card processing works, whether that be how to use their card terminal correctly or how to avoid additional charges just because no one spent the time explaining things to them. Which is why we want to be different.
We don’t just send a customer a card machine and say get on with it. We fully explain how to prevent unnecessary charges, install the equipment and train them and their staff. A few days later Martin called and explained the card machine wasn’t suitable and could I go back to see him. Another reason it’s important for merchant services to take the time to figure out which type of card machine is best for a business. So that same day I returned to process his application and 4 days later I was back again completing the installation.
Now good to go, Martin could finally relax and focus on running his business. Knowing Martin was also keen to introduce a new epos system in the future, I made sure the card machine was suitable to integrate with this. Two months on and Breakers Cafe are now up and running with a new epos system, which we have supplied and helped add all the menus to, so that Martin could switch over to his new system over night. Like with any new software there are teething problems, and fully understanding this, I was on hand each day to make changes quickly. With 24/7 support provided by eposnow, Martin was also able to learn how to use the system through dedicated training sessions.
Now Breakers cafe is ready to tackle their first summer season, with a fantastic choice of menus (I highly recommend the Breakers Belly Buster) and an efficient system that allows them to have complete oversight of their business, staff and profit margins. And more importantly the ability to offer their customers an option to pay by card!.
It’s been pleasure to work with them and I wish them all the best for the future.
P.S if you are in Cromer make sure you pop in to Breakers cafe, you wont be disappointed ❤