Why Team Culture Drives Success in Merchant Services | w/Rich Norton

Watch this interview with Rich Norton:

The Value of Strong Team Support

When entering the merchant services industry, many representatives are attracted to promising companies with honest reputations and ethical practices. However, what often differentiates success from struggle is the level of support they receive from their team. Rich explains that representatives frequently encounter “sink or swim” scenarios where minimal training is provided, often just a video to watch, and no active mentorship to guide them. This lack of support can be disheartening for anyone, particularly those new to the industry.

Creating a team environment that "takes you by the hand from day one" can make all the difference. A team that offers guidance, motivation, and genuine mentorship empowers new representatives to build confidence, develop skills, and ultimately find success.

Key Elements of a Strong Team Culture

Rich Norton’s approach to team-building includes several structured elements designed to support representatives at every stage of their career. Here’s a breakdown of the systems he’s developed to ensure his team members have everything they need to succeed:

1. Initial Orientation: Every new representative is introduced to executive team leaders who conduct a goal-setting session. This orientation helps each representative clarify their financial goals, define their desired lifestyle, and create a roadmap to reach these milestones. It’s about starting with a clear vision and having leaders who will actively support them.

2. Field Training: To help representatives get hands-on experience, each is paired with a field leader who takes them out for live training. This training isn’t limited to observation—on the second or third day, new representatives are expected to make their first sale under the guidance of their field leader. This practical experience builds confidence and demonstrates what’s possible.

3. Ongoing Coaching: Rich’s team leaders remain available to representatives for daily check-ins. These might be as short as five minutes but can include a review of the day’s activities and areas for improvement. Regular coaching ensures that representatives feel supported, know where to improve, and can get immediate answers to questions they may have in the field.

4. Comprehensive Training Resources: The team has access to a “university” of 18 training videos, each with a quiz to ensure comprehension. These resources cover every facet of merchant services, equipping representatives with the knowledge they need to succeed.

5. Sales Boot Camps and Blitzes: Four times a year, Rich holds intensive “sales blitz” sessions. These boot camps start with 7 a.m. meetings to energize the team, set daily goals, and build the mindset needed for a week of successful selling. By the end of the week, each representative has pushed their limits, often signing 75-100 new merchants. This high-energy environment creates camaraderie, instills a strong work ethic, and reveals what it takes to excel in the industry.

6. Motivational Tools and Community Support: Team members have access to a wealth of motivational materials, including dedicated Facebook groups, websites, and videos. Representatives are encouraged to stay connected and participate in these communities, ensuring no one feels like they’re on their own.

Why This Approach Works

This structured approach fosters a winning mindset by surrounding representatives with continuous motivation, education, and support. Rich points out that one of the most common psychological challenges in sales is overcoming self-doubt. A robust team culture, especially one that includes experienced field leaders and accessible resources, builds representatives’ confidence and improves their resilience in the face of challenges.

Celebrating Successes, Setting New Goals

One of the most rewarding parts of Rich’s role is celebrating the achievements of his team members. He shares stories of representatives who, after five years, reach $50,000 in monthly residual income. These moments aren’t just milestones—they’re motivation for the entire team. Rich encourages these representatives to set even higher goals, supporting a mindset of continual growth and pushing boundaries.

Final Thoughts: The Importance of Not Going Solo

As Rich Norton says, “Do not be a lone ranger.” When representatives try to go it alone, they miss out on valuable support, guidance, and inspiration. A strong team culture provides the mentorship and resources needed for success in the competitive merchant services industry. Representatives who embrace the team approach can overcome challenges, build meaningful connections, and achieve remarkable success.

In the end, team culture is more than just a supportive environment—it’s a foundation for long-term success. Whether you’re new to the industry or looking to reach new heights, joining a team that prioritizes your growth can make all the difference in your career trajectory.