Case Study: Struggling Hospitality Business

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Libby James
Merchant Services Expert

Libby James is co-founder, director and an expert in all things merchant services. Libby is the go-to specialist for business with more complex requirements or businesses that are struggling to find a provider that will accept them. Libby is regularly cited in trade, national and international media.

Client Background

The client, a small business in the hospitality sector, faced significant challenges after a prolonged closure due to the pandemic. In their efforts to resume operations, they sought assistance from Merchant Advice Service (MAS) to set up a card merchant. 



The Issue

Due to the extended closure prompted by the pandemic, the restaurant business found itself in a position where it needed to reestablish its payment processing capabilities. This was a critical step in resuming operations and adapting to the new challenges imposed by the ever-changing business landscape.



How We Helped

Merchant Advice Service, known for its expertise in diverse sectors, responded to the unique needs of the hospitality business.The team with their proficiency and commitment, facilitated the process of setting up a card machine and  merchant account. Here’s how we addressed the client’s challenges:

  • Post-Pandemic Business Resumption: Understanding the challenges posed by the prolonged closure due to the pandemic, MAS worked collaboratively with the client to navigate the complexities of resuming business operations. This involved setting up a card machine rental contract and merchant account to facilitate seamless payments.
  • Prompt and Friendly Communication: MAS experts maintained open and friendly communication throughout the entire process. Recognising the importance of clear and timely communication, they ensured the client was informed at every step, fostering a positive and supportive client-provider relationship.
  • Professionalism in Service Delivery: MAS, under Libby’s guidance, ensured a professional and efficient service delivery. The combination of prompt communication and a commitment to professionalism contributed to a smooth and successful setup of reliable payment processing for the hospitality business.

Client Testimonial

The client expressed their appreciation with gratitude: “Libby did a fantastic job of helping our small business get set up with a card merchant, after a long period of closure due to the pandemic. Her communication throughout the whole process was not only prompt, but extremely friendly, and professional. I will always recommend Merchant Advice Services to any sector, whether it be retail, hospitality, or anyone that desires to take care payments for their business. Thanks again, Libby!”

This case study highlights the crucial role played by Merchant Advice Service, in supporting a small hospitality business during the challenging period of reopening after an extended closure due to the pandemic. The tailored assistance in setting up card payments, coupled with effective communication and professionalism, showcases MAS’s commitment to providing valuable solutions across various sectors. The client’s gratitude and willingness to recommend MAS to businesses in different industries affirm the adaptability and reliability of the services offered, reinforcing MAS as a trusted partner for businesses navigating complex and dynamic environments.


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Libby James

Libby James Co-founded Merchant Advice Service alongside David Bird in 2016. Her finance background, coupled with retail and customer service experience, gave Libby the drive to bring transparency and non-biased advice to the world of merchant services. Having come from the heavily regulated mortgage and insurance industry, Libby found it puzzling that other financial sectors lacked regulation and transparency leaving customers confused and unable to make informed decisions when it came to accepting card payments. This was soon to become Libby’s obsession!

With the help of some of the industry’s best, Libby began to research acquiring banks, complex terminology/regulation, and the problems customers experience within merchant services and payment gateway markets. She spent years on sourcing solutions for complex clients, which previously others were unable to assist with. Libby established relationships with brokers and banks which would soon form the cornerstone of Merchant Advice Service. As a result Libby has been featured in high-profile publications across the web.

Libby is proud to be the entrepreneur’s champion, supporting start-up businesses regularly. Her industry insights can often be found on LinkedIn where she provides free of charge advice and money saving pointers. It’s safe to say she has her finger on the pulse of everything card payments related.

Libby speaks of her experience in founding and running Merchant Advice Service…

‘Merchant Advice Service is one of my greatest achievements to date. We help business owners to overcome card processing issues which can become detrimental to their business. We assist SME’s in finding suitable card payments solutions, helping them create their vision. Each and every day is different, exciting and fore filling. As technology advances I can’t wait to see the way in which the merchant services market advances, and I’m pleased that our business will play a part in educating company owners along the way.’

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