Nowadays, it’s about keeping a finger on the pulse of the newest and most disruptive services.

As a young “40-something,” I don’t think I am very old when it comes to most things. I like to think that I still listen to cool music, kind of know what clothes or shoes are “cool” (or do I say “lit”?), and for the most part, I can use reasonable deduction to solve most acronyms that show up in my chat log from my millennial sons or employees for that matter. But, where I have really found that I feel my age has come over the last few years is within the payments industry with both consumer and client habits, and preferences. I never really grew up in the financial world by looking at statements or waiting on a long cycle to know when something happened, or as to what was the fresh new way to do something. However, I also never envisioned even 3-4 years ago that information would be so readily available in real-time, and more importantly how quickly and important it is for that information to be shared through a person’s network.

Nowadays, it’s about keeping a finger on the pulse of the newest and most disruptive services. I ask myself, “what’s creating buzz? Is it something that is being adopted quickly, and ultimately is it something that Amazon could come in and take over, or will it stand alone in the market?” The other huge adjustment for me has come in the proliferation of sharing. It has amazed me how quickly the new generation of business owners and consumers share feedback and share satisfaction (and especially dissatisfaction) with each other so quickly.

These thoughts all really resonated with me during an experience I had last week with my 18 and 16-year-old sons. In a moment that is very counter to my earlier statement of not being “old,” I took my sons to a movie on a Saturday evening. Two things happened that made me recognize my age and that maybe, I am not as sharp today as I have been in recent, younger years.  The first thing that happened is that I had forgotten to charge my cell phone and had only 3% battery charge left…and I also forgot my wallet. “Analog” Adam realized that I could fix one problem by driving 5 miles per hour to the theatre to try to get every drop of juice for my battery from the car charger. I could also get some more time to charge my phone when I turned around and drove all the way home to retrieve my wallet.  

This is when the power of today’s youthful thinkers, the digital age of finance, and millennial problem-solving all came into one space together and showed me how aged my thinking really is. My 18-year-old son was the first to text his group-chat of friends to verify that the theatre we were attending had USB chargers built into the recliners (talk about first-world problems when they thought to do that!) His group of socialites indeed verified that this movie would be “BYOPC” (bring your own power chord) and that my first tragedy had been averted!

Next, my 16-year-old informed me that he had Apple Pay enabled on his phone and that the theatre’s self-service point-of-sale system also accepted Apple Pay to buy our tickets and concessions. He then thought to go into his phone, enter in his phone number and email into his banking profile and then instructed me to send him some money from my banking app to his before my precious battery died. He then took care of the purchases and got us into our seats before the previews started (because honestly isn’t half the fun of the movies seeing the previews?)

When a problem occurs, a client needs to know that someone has thought through an issue before it ever happened to them.

In the end, it all worked out seamlessly and my sons didn’t even blink an eye at how this whole problem-solving exercise came together. As a dad, I was happy that I didn’t have to go back home to retrieve my wallet, but I was also reminded about how proud I am as a father and that I have helped raise problem solvers, not problem creators! As a COO of a payments company however, I thought to myself: “this is what we need to strive to deliver to all of our clients, every time.” When a problem occurs, a client needs to know that someone has thought through an issue before it ever happened to them. They should know that they have enabled great technology to assist them, that there is a community linking them to the best ways to receive solutions to their issues, and that it can be fixed in real-time. Aurora Solutions prides itself on “rising” to these occasions. I’d love to tell you more about how we think we can do that. If you are interested in hearing our story please connect with me.

Comments (1)

Great post!

Leave a comment