Last orders

 

He was on the phone with another movie exec when I entered the apartment, which had been stripped bare except for a bed on wheels and bulletin board. A few borrowed chairs in oddly painted colors completed the scene.

His friend was explaining he’d have no further use for his various awards and gold records. I can make a few calls, he said. See if I can get you fifty dollars.

Fifty dollars? The sum overwhelmed me. I thought of how I’d converted the gold records to art, carefully pasting citations on the back of the frames, so the provenance would last. So the frames would last. So they’d be donated, sold, inherited, auctioned off. Maybe a few would land in museums.

While our energy assumes new forms, the pictures would survive, looking very much as they look in this empty apartment, unaffected by the march of time. Not sure how I feel about this. Perhaps it validates my efforts to preserve, inform, and cherish. I suppose in some way it gives meaning to my existence as a curator. And I imagine somewhere down the line, someone will say, thank you Aunt Dale, for your stewardship.

Writing Life

Writing is anything but passive, an act of birthing each and every time, images flowing unbidden, filling the page like a river of ink and blood flowing from your fingertips fierce stark and earnest in that writer’s chair, flailing like a hooked marlin as these energies pull you back and forth, raw and primordial, this act of writing - brooking no prisoners - come willingly to the gates, accept your destiny, make it real, the act of making quite seriously not a decision, writing chooses you. Kneel or stand, sit or lie down. It is no matter. You are led and to a certain small degree you are leading.

That’s how it works. You pull from everything you’ve got you pull and pull and sometimes magic happens other times you’re just a working stiff.

From the airport

Let unrelated memories swarm in your head, 

your own private music.

Try dancing to it. 

 

Feel sad when the man who’d planned

to meet his wife in Seattle 

gets rerouted through Minneapolis. 

 

It takes him too long 

to absorb this information. 

Pray you never get that way. 

 

Repeat the names you learn 

on each business trip. 

Take them out in the evening, like playing cards.

 

Think about what they want

and how you can help. 

Think about what you want

and how they can help. 

 

Think about walking on and on, 

through someone else’s journal. 

Then open your notebook

and let them inside. 

 

 

Dale Laszig

6-14-2001

Nancy has Leff the Building

I was leaving L.A. and Nancy Leff came to my yard sale. She defended me when my aunt criticized my selling family silver. She cheered me when I traded everything for Tucson in July. Yesterday, she popped into my mind, smiling and waving a bouquet of happy memories. Her forty-second birthday party at a posh Encino restaurant. Her fabulous LA apartment with living room fireplace and kitchen dinette. Her love of comedy and passion for helping people. A Google search led to her obituary in the Pittsburgh Post Gazette. Two days gone. 

Amazing to think our separate journeys had led us both to Pennsylvania. Sad to think I’d missed my chance to drive across the state and see her perform at Hambones Cabaret in Lawrenceville before it closed in 2020. Humbled to think she may have touched me on her way to forever. And with her passing, the sixties seem a bit more out of reach, closer to my parents’ and grandparents’ decades.  

My search also led me to her article in the Philadelphia Inquirer, titled, “Bittersweet Memories of RFK, Forty years gone,” chronicling a brief encounter with a childhood hero.

“I live back in my Burgh hometown now and holding Robert Kennedy's hand is still one of the highlights of my life,” she wrote. “I was an idealistic student, even too young to vote for him, and he touched my heart to a depth no political figure has come anywhere near and probably never will again in this life. Today we need his spirit more than ever.”

Apple to Apple

 I doubt I've ever had a side-by-side comparison like this one at the Apple Genius Bar. Two adjacent MacBook Pros, both with 13.3" screens, reflected Apple's iterative progress with design and my evolving workplace, from a single point of interaction to an ambient SaaS-based model. 

The new book's desktop will be spare, uncluttered, colorful. Data chunks will be filed away, some on hard drives, others in the cloud. 

I write about tech all the time but today I lived it, as I migrated from a data-heavy, single-use machine to a newer technology platform.

Addressing the Bot

Don't get angry at the bot that keeps sending you clueless emails. It's all part of a learning curve. As it gets smarter and supposedly learns from us, we can also learn from the bot. As it flexes its muscle and sends us ridiculous recommendations, it waits patiently for us to respond and say, "not in a million years, you idiot!" Because, unlike us, it can take a million years to get it right.

Good to Gross

Why some things should be left unsold…

So we’ve all had experiences with subpar salespeople and most are highly forgettable except those one or two that go so far beyond established boundaries that they leave us in awe. You know the expression (and may have even heard it from me, because it’s one of my favorites) that if you can’t be a good example, at least be a terrible warning? This is one of those terrible warnings that show us where we never ever want to go. Read all about it in The Green Sheet: Bad Selling, Good Lesson

What's next for Next-Level Commerce?

FreedomPay's previous roundtable discussion examined how touchless commerce technologies facilitated safe, secure transactions during a global pandemic. As industry leaders assess the impact of digital technologies on the commerce ecosystem, they recognize these technologies are playing a pivotal role in transforming payments and powering America's economic recovery.

I'm excited to continue our conversation with Alisa Ellis, vice president, innovation and emerging products at Discover Global Network; Marilyn May, head of product management, Payments and POS at IHG Hotel Group; Dan Rodgers, president and founder at QikServe; Bhavin Asher, foundeer at GRUBBRR; Rich Stuppy, vice president & senior customer experience leader at Kount; and John Mansfield, senior vice president, global business development at FreedomPay.

Join us at https://marketscale.brand.live/c/next-level-commerce

Source: https://marketscale.brand.live/c/next-leve...

POS to POI

Only a decade ago, upgrading a POS was a momentous decision for a merchant, because it frequently entailed deinstalling a system and replacing it with new technology, training a staff and entering into a new relationship with a third-party service provider. Considering the expense, down time and uncertainties involved, it is not surprising that many merchants delayed these upgrades, even when their systems became obsolete or noncompliant.

Partnerships and managed services are changing this model. Today, it's easier than ever for a merchant to upgrade a system or switch processors. We've mostly done away with paper applications. Customer databases are easy to migrate. Portfolio conversions involving thousands of merchants can be managed remotely with minimal inconvenience.

Service providers are helping merchants create a continuous shopping experience for consumers across multiple channels. And more importantly, they are helping merchants have a seamless processing experience across ever-changing legislative, regulatory and compliance mandates.

In the current payments environment, the uninterrupted processing experience is made possible by partnerships: partnerships between merchants and acquirers; partnerships between acquirers and a range of service providers. These strategic partnerships address the diverse needs of the merchant community.

I look forward to exploring how these partnership models are moving us forward.  

 

Passing the hot mic

Being on the other side of a microphone can be good medicine for journalists. We need to be reminded of what it feels like to be quoted, especially when our remarks are taken out of context. I always try to channel the people I interview, but in the end, I can only approximate their thoughts, opinions and feelings. Quotes are pure gold but it matters where they are planted; proximate sentences and paragraphs can change their hue and make them appear entirely different. 

Facts are important but, in some ways, they are malleable. The ways in which we juxtapose data can change the inference of a story. Journalists are supposed to be objective but we're also human. Sometimes we cross the line and let our feelings leak into our stories, especially when we're reporting on crisis situations that impact people we care about. 

When we see news items about people who matter to us, it's only natural to want to point out a discrepancy or to tell the reporter that your friend or relative would never say or do such a thing. 

And when we see ourselves reflected back by media, it's like looking in a carnival mirror. It's a distorted picture that represents a snapshot in time, a pale replica of the compassionate, professional people we strive to be.    

Help for the Unattended

Recent encounters with market-leading help desks exposed deep flaws in customer support models and a growing gap between knowledgeable geeks and the rest of us. It's time to ask if our technologies are self-service or self-serving.

The other day, a tech support specialist advised me to take my MacBook Pro to a nearby store where a faulty USB chip could be diagnosed and repaired. When I called Apple Support, I learned there was nothing wrong with my hardware: following a 2-minute reboot and setting change, I was good to go. I gave the technician an all-star rating, adding, "wish I had called you first."

 Another hour I'll never get back involved reboots, unplugging, re-plugging and counting to 30, leaving me worse off than before. The matter was quickly resolved when I called back in and spoke to a different tech.

Here's what I learned:

Master the basics: Self-service is big and getting bigger. User guides, while boring, are our principal ambassadors to the digital world and its fundamental interfaces. Today I can toggle between Apple and Android devices without skipping a beat as nuances between competitive operating systems become increasingly negligible.

Speak geek: Be ready with account number, service ticket number, and identity credentials when you open a chat or begin a call. These are preferred currencies in the Help Desk trade.

Escalate when necessary: Don't overplay the "Let-me-speak-with-your-supervisor" card. Save it for times when you're about to be charged for unnecessary services or when a language barrier impedes communication. The same principle applies to surveys and social media – try to refrain from airing frustration until you've exhausted all other channels, because innocent people, such as struggling entrepreneurs, middle managers and marketing professionals, can get caught in the crossfire of a negative survey or online review.

Starts with us

Finally, payments industry service providers need to have an honest dialogue with merchants in our space and help them appropriately provision their various layers of support. A functionary who is trained to respond with "yes, no or let me place you on a brief hold," is out of place when advanced troubleshooting is needed.

Let's help merchants boost conversion rates and reduce chargebacks, charge-offs and shopping cart abandonment. We can start by creating better user guides and videos that clearly demonstrate how to deploy and support our digital self-service technologies. 

3 Things that Hold Us Back

 

I'm always on the hunt for new words to replace overworked words. Which brings me to "seamless." I have to admit, it's doing a fair job of describing a payments industry obsession. If your seams are showing, it means somewhere down the line there's a disconnect that's causing friction, another overworked word.      

 

What causes friction in digital commerce? Here are three big ones:

 

Hand-offs: As we merge disparate technology platforms, little gaps between technologies expose vulnerabilities and hold us back.

 

Distrust: Interdepartmental issues between sales and underwriting, or dev-ops and security, prevent companies from being a nimble, unified force.

 

Vestigial behavior: The ways in which we interact with technology can reveal a lot about our characters. If your digital assistants are becoming boring and predictable, it may be time to challenge them with a new task or application.

 

I plan to dig deeper into these three topics in 2021, which can't get here fast enough.

Even if we don't see immediate changes in the new year, the simple act of permanently retiring the 2020 jersey will help our industry and country look ahead to new possibilities.   

From the Vault

April 30, 1992

Brown-Forman Enterprises' fiscal year ends in 3 hours. I'm lying across a bed in my beautiful comped room at the Inn at Loretto. The installation was a success. Mom and Dad were just here; we had dinner. I'll be having pasta primavera for breakfast tomorrow. Portions are generous.

Hectic last week in Tucson. Monday night I drove to Phoenix for a company dinner. I met several people for the first time: Chuck's wife Katie, Rick's wife Wei, Al Campbell, our CTO.

I was seated next to Ron, who of course was at the head of the table. I regaled him with stories until he finally asked me when I find time to work.

I brought a contract that needed his approval but discreetly dropped it under my seat until we were having coffee. He okayed it and Bob, who was sitting next to me handed me the Red Robin paperwork. Chuck said, "you made your quota."

Normally it's not that close but April was a cruel month.

Meet me at MPC21

Meet me at MPC21

Don’t miss out on all the fun

Save the date and grab your seat

Where commerce and technology meet

Like modems searching in the dark

We came together with a spark

Synching in ecstatic static

Today’s apps are less dramatic

 

Remember when we’d hurry down

Consumers herded into crowds

Forming lines at the POS

Where we’d touch and swipe and coalesce?

 

It doesn’t seem that long ago

When we pushed our carts before Grab and Go

Freed us from the analog haze

To spend in preferred and special ways

 

As smart machines come into view

In the internet of me and you

We celebrate our freedom of choice

Lighting our homes with the power of voice

 

Next-gen tech with rich precision

Protects us with computer vision

Staying one step ahead of attackers

Sometimes even converting hackers

 

Meet me in the IoE

The brave new world of you and me

Where hope and recovery ride payment rails

And partner-driven innovation prevails

 

Meet me at MPC21

Don’t miss out on all the fun

Save the date and grab your seat

Where commerce and technology meet

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Time sensitive matters

Call it what you want: a hot potato, a ticking time bomb. When you get a lead or an assignment with a deadline, the meter is running and time is not just money. It's the difference between an amateur and professional.

We make a big deal in the payments industry about allowing consumers to transact in their own preferred currencies and payment methods. The same rule applies to communication methods. This may sound elementary, but if someone calls in a pricing request, don't send them an email. Call them back. Respond in kind. Email to email. Phone to phone. SMS to SMS. 

If you are a manager and a direct report doesn't get it, take time to explain the job. Don't make it personal. Keep it about the job and let them know the guidelines. Keep it simple. A deadline is a deadline is a deadline. I'm blown away when people don't understand that or maybe they are so stressed out by the idea that an article is due on a specific day and time that they choke. 

You don't choke on the basketball court when the ref calls the final seconds of the game, so why be overwhelmed when your editor does the same thing? 

Years ago, I met a former Green Sheet editor at a tradeshow when I was a contributing writer. I was turning in stories every month to build brand value and starting to like it. I'll never forget what he told me. He said, "You're a great writer but you have a month to develop and tweak your articles. We don't have that luxury at the news desk." 

In journalism and in payments, it's all about speed. I love my deadlines. Besides holding me accountable for delivering accurate and timely assignments, they are the fossil fuel I run on to stay agile, grounded and on the hunt for great stories. 

 

 

 

How would you define "turn-key?"

On Friday, Oct. 30, 2020, a different kind of press release crossed my desk. Titled 'Turnkey' can mean different things, according to KnowByLity,” it suggested it may be time to retire another overused word in the payments industry lexicon. I read on, fascinated:

“PORT OF SPAIN, TRINIDAD (PRWEB) OCTOBER 30, 2020--The term, “turnkey,” gets bandied around quite a bit in the world of white label prepaid card software and platforms. Yet, one provider’s version of what that means may be different than what it means to businesses seeking the services, according to Steven Foster, Founder, KnowByLity (KBL). He recommends that businesses understand what makes a good program on both the backend and in the card itself by learning a few fintech basics.”

KBL, as it turns out, is a custom software shop with very specific ideas about how to create a truly out-of-box, plug-and-play, off-the-shelf and yes, turn-key solution. With all these hyphens flying around, it’s easy to overlook what these things really mean, and here’s why:

“Always beware of the terms, ‘turnkey” and custom.’ The fact is, no two companies need the same exact solution so it’s important to know the basics before you move forward. You would be amazed at what a few informed questions can reveal when you are deciding between software solutions providers,” Foster stressed. “KBL does detailed interviews with potential clients before we make any recommendations for what software and platforms would fit their needs and goals.”

Steven Foster, thank you for these great insights. Let’s ditch the hyphens and design software that is so intuitive that it just works and we don’t even realize it’s there.

About KnowByLity: KBL offers comprehensive mobile and desktop platforms tailored to clients' varying needs along with customer experience platforms. Its software solutions ensure white label programs are rich in features and functions, simple to use, graphically appealing, and above all else, compliant with all financial services’ regulatory requirements. For more information on KBL and its solutions, please visit www.kblholdings.com and www.bancked.com.

Let’s talk.

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How would you define turnkey?