Many companies say they have a people-centric culture. Far fewer actually do. Lisa Coyle and Jesse Meddaugh, co-founders of 360 Payments, built their company around putting people first, and they bring that same philosophy to how payments work in the automotive industry.
360 Payments integrates payments with software providers to create seamless payment experiences. In episode 77 of Maximum Octane, Lisa and Jesse talk with Kim Hickey about their story, treating employees and customers the same way, why contactless payments fit auto repair so well, whether text-to-pay is safe, and why training matters.
What You Will Learn
- A bit about Lisa and Jesse’s story before founding 360 Payments
- Treating internal and external customers the same way
- Why contactless payment methods fit so well in the automotive industry
- Is Text-To-Pay safe?
- The automotive industry and the need for training to avoid “getting burned”
Lisa and Jesse’s Story
Lisa and Jesse open with their background before founding 360 Payments and the vision they had for the company. Their goal was to combine technology and service in a way that made payments easier for businesses and their customers.
Founders who build companies around a people-first culture often draw on their own experiences as employees and customers. They know what it feels like to be treated as a number, and they want to create something different. That perspective shapes how they hire, how they support clients, and how they design their products. Lisa and Jesse’s story reflects that commitment, and it offers a model for shop owners who want to build businesses where both employees and customers feel valued.
Starting a company in the payments industry also requires deep knowledge of security, regulations, and technology. Combining that expertise with a strong culture is what allows a company to grow while keeping its values intact.
Treat Internal and External Customers the Same
Around the 5 minute mark, Lisa and Jesse discuss treating internal and external customers the same way, a philosophy that aligns closely with Maximum Octane’s focus on internal customers. When employees are treated with the same respect and attention as customers, they deliver better service, and the culture becomes something real rather than a slogan.
When businesses treat employees with the same respect, patience, and communication they show customers, the effects ripple outward. Employees who feel respected are more likely to treat customers well, solve problems creatively, and stay with the company. In contrast, businesses that treat customers well but neglect employees often see inconsistent service and high turnover. Aligning how you treat both groups creates a more consistent and authentic culture.
In a repair shop, this philosophy shows up in small, everyday moments. It might be the service manager who explains a schedule change to the technicians with the same courtesy shown to a customer whose car will be late. It might be answering a technician’s question about a pay plan as promptly as a customer’s question about an invoice. When the team experiences that consistency, it becomes natural for them to pass it along. Customers can usually sense whether the people helping them feel valued, and that feeling shapes the entire visit.
Why Contactless Payments Fit Auto Repair
Lisa and Jesse explain why contactless payment methods fit so well in the automotive industry. Customers increasingly expect convenience. Paying by tap, phone, or a secure link reduces wait times at pickup, speeds up the process, and improves the overall experience. For shops, faster payment can also improve cash flow.
ATI’s Revolutionizing Automotive Repairs: The Power of Quick and Easy Payment Options and Supplier Spotlight: 360 Payments explore this further.
Contactless payments became much more common during the pandemic, when customers wanted to minimize physical contact. Many customers continued to prefer them afterward because of their speed and convenience. For repair shops, contactless options can shorten pickup times, allow customers to pay remotely before arriving, and support after-hours pickup. Faster payment can also improve cash flow, since funds may settle more quickly than with checks.
Offering multiple payment options, such as tap-to-pay cards, mobile wallets, and secure payment links, lets customers choose what works best for them.
Is Text-to-Pay Safe?
Around the 14 minute mark, Lisa and Jesse address a common question: is text-to-pay safe? They debunk myths about the method. When implemented through a reputable provider with proper security, text-to-pay lets customers pay from their phone through a secure link. Shops should still follow card industry security standards and educate customers about how to recognize legitimate payment requests. The PCI Security Standards Council sets the security standards for businesses that accept card payments.
Text-to-pay systems typically send customers a secure link to a payment page rather than asking for card numbers over text or phone. That design can actually reduce some risks compared with taking card numbers verbally. Customers should be educated to expect payment links only from the shop and to contact the shop directly if they receive an unexpected request. Shops should choose providers that use encryption, secure hosting, and compliance with industry standards.
Clear communication helps customers feel comfortable. Letting them know in advance that they will receive a payment link, and what it will look like, reduces confusion and builds trust.
A few simple practices make text-to-pay even safer in a shop setting. Send payment links only to the phone number already on the customer’s record, include the shop’s name and the invoice total in the message, and confirm verbally or by text that the customer should expect it. Teach advisors never to ask for card numbers by text and to direct customers to call the shop if anything seems unusual. These habits protect customers from imitation messages and give them confidence that the link is legitimate.
Training to Avoid Getting Burned
Lisa and Jesse close by explaining why training is essential to avoid “getting burned.” New payment tools are only as good as the people using them. Staff need to understand how to process payments correctly, handle disputes, and recognize potential fraud. Without training, even good technology can create problems.
Payment mistakes can be costly. Processing errors, mishandled refunds, and failure to document customer approvals can lead to disputes and chargebacks. Training staff on proper procedures, including how to verify approvals, issue refunds correctly, and recognize signs of fraud, reduces these risks. Periodic refresher training keeps everyone current as systems and threats evolve.
The Payment Moment as Part of the Experience
Payment is often the last interaction a customer has with a shop during a visit, which makes it an important part of the overall experience. A smooth, quick payment process leaves a positive final impression. A confusing or slow process can undo much of the goodwill built during the visit. Reviewing the payment experience from the customer’s perspective, including how invoices are presented, how options are explained, and how long it takes, can reveal opportunities for improvement.
Clear invoices that explain each charge, along with friendly communication about payment options, help customers feel confident about what they paid for. Combined with modern payment technology, these practices turn the payment moment into a positive conclusion to the visit.
Lisa and Jesse’s broader message is that technology works best when it serves people. Choosing tools that make life easier for both employees and customers, and training the team to use them well, creates a better experience for everyone involved.
Common Payment Mistakes Shops Make
Even shops with modern payment tools can create friction at the final step of the visit. Common mistakes include:
- Presenting a final invoice that does not match what the customer approved, without an explanation.
- Waiting until pickup to discuss payment, which creates a line at the counter.
- Keeping card numbers on paper or in notes rather than processing them securely.
- Not knowing how to issue a refund or partial refund in the payment system.
- Failing to keep records of customer authorizations, which makes disputes harder to resolve.
Reviewing these points with the front counter team, and walking through a few practice transactions, can prevent the kinds of problems that lead to chargebacks and unhappy customers.
Payment Experience Checklist
- How long does it take a customer to pay and leave at pickup?
- Do you offer contactless and text-to-pay options?
- Has your team been trained on your payment system and fraud prevention?
- Do you know what you pay in processing fees each month?
For more on payments, listen to Dr. Mark Hale in Cutting the Surcharge Cord: Customer-First Payments. Lisa returns with Sam Freeman in Hiring Techs Is Broken. Here’s How Promotive’s AI Fixes It.
Frequently Asked Questions
Is text-to-pay safe for auto repair shops?
When provided through a reputable payment company, text-to-pay is generally a secure option. The customer receives a link to an encrypted payment page instead of reading card numbers aloud or sending them by text. Shops should choose providers that follow card industry security standards, send links only to verified customer numbers, and tell customers to expect the message. Training staff to recognize unusual requests further reduces the risk of fraud.
Why should a repair shop accept contactless payments?
Contactless payments, such as tap-to-pay cards and mobile wallets, are fast and convenient, and many customers now expect them. They shorten the time customers spend at the counter during pickup and can support remote or after-hours payment when paired with payment links. For the shop, a smoother checkout leaves a better final impression and can help funds arrive more predictably than checks.
How can a shop reduce credit card chargebacks?
Most chargebacks can be prevented with clear communication and documentation. Get and record customer authorization before performing work, keep invoices detailed and consistent with what was approved, and explain any changes before the customer pays. Process refunds promptly and correctly when they are owed. Training staff on these procedures, and keeping records organized, makes it much easier to respond if a dispute does occur.
What does treating employees as internal customers mean?
It means giving employees the same respect, communication, and responsiveness a business gives its paying customers. That includes explaining decisions, listening to concerns, providing the tools and training people need, and following through on promises. When employees feel valued, they are more likely to stay and to treat customers well. The idea is that a consistent culture inside the shop shows up in every customer interaction.
