Paul Hadfield shares his journey from college dropout to successful payment processor, emphasizing the importance of building sticky merchant relationships through technology and customer service rather than treating them as short-term revenue sources. Enjoy this conversation with James Huber, managing partner of Global Legal Law Firm.
• Started in payments in 2001 after answering a newspaper ad while contemplating dropping out of college
• Built and sold his first ISO in 2013, then created another payment processing company focused on long-term business building
• Transitioned from a pure sales approach to technology-focused solutions as the industry evolved
• Created a cash discount application for Clover that now has approximately 7,000 active users
• Observed how COVID changed merchant and consumer attitudes toward payment processing fees
• Focused business strategy on restaurant industry where point-of-sale systems can function as a "central nervous system"
• Recently sold his second payments company while maintaining an entrepreneurial role
• Believes in fostering honest feedback from employees to drive continuous improvement
• Values building businesses with long-term vision rather than short-term profit goals
Contact Paul at paulhadfield.co or email him at [email protected].

Imagine starting your career in the basement of a dental office, slinging merchant accounts on 100% commission, and building that hustle into multiple successful payment processing companies. That's exactly what Paul Hadfield did after answering a newspaper ad that promised ongoing monthly residuals for each sale—a concept so appealing it prompted him to drop out of college.
What separates Paul's approach from many in the payments industry is his fundamental philosophy: "Never lose a customer." While some processors view merchants as revenue sources to exploit with hidden fees and restrictive contracts, Paul built his businesses treating merchants as long-term partners. This perspective became increasingly critical as the industry evolved from simple terminal-based systems to sophisticated technology platforms.
The conversation explores how the payments landscape has transformed dramatically over the past two decades. Around 2016-2017, Paul noticed a pivotal shift where technology began outweighing relationships and pricing as the deciding factor for merchants. This realization led him to develop specialized solutions like a cash discount application for Clover and focus intensely on the restaurant industry, where point-of-sale systems can function as a business's "central nervous system" when properly implemented.
Perhaps most fascinating is Paul's observation about how the pandemic fundamentally changed merchant and consumer attitudes toward payment processing fees. Pre-COVID, implementing surcharges or cash discounts often met resistance; post-pandemic, these practices gained widespread acceptance as consumers became more understanding of businesses' need to offset costs.
After building and selling multiple payment companies, Paul shares valuable insights about entrepreneurship, leadership challenges, and the delicate balance of providing honest feedback in organizations. Whether you're in the payments industry or running any business, his journey offers valuable lessons about building sticky customer relationships and adapting to technological change without losing your core values.

**Matters discussed are all opinions and do not constitute legal advice. All events or likeness to real people and events is a coincidence.**

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A payments podcast of Global Legal Law Firm