Promote the Program

Has your card program become too routine, lacking the attention it deserves? Even worse, too often there is a negative energy hanging over a card program. This may stem from overly prohibitive rules (“do not…”), magnifying a minor issue, only reporting what is wrong or could go wrong, etc. To combat such woes and generate some excitement, regularly introduce some positivity in the form of program promotions. Following are some ideas.

Related Resources

• P-Card program metrics

• Training and communications

• Card program management and growth

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Build Relationships

Building relationships and providing excellent customer service help employees view the program in a positive light.

Cardholders and Their Managers

Ensure program participants know you are accessible and ready to help. Schedule a 15-minute call with a new cardholder or manager a couple days after they complete training. The purpose would be to:

• officially introduce yourself (if the training was not in person)

• share specifics about card use within their department (e.g., who their primary vendors are)

• answer any questions they have

Consider scheduling another short call with a new cardholder after they have used the card for a month or two. At a minimum, touch base via email. Find out if they have any questions or encountered any challenges. Thank them for their role in the program.

If or when employees are in the office, make a point to stop by cardholders’ desks to say hello. Ask about their biggest P-Card challenge (it could help drive program improvements).

Utilize the live online chat features within Microsoft Teams or similar system.

Additional Outreach

Expand your reach beyond cardholders and their managers. Raise awareness of the program and the many benefits by:

• meeting one-on-one with internal business units, discussing their purchasing activity, card usage and opportunities; provide reports with historical data, which also support control efforts

• offering 30-minute “lunch and learn” sessions open to the organization at large

• participating in HR-hosted training for new managers, so they are informed from the start

Maybe it’s time to assemble a new steering committee or advisory group to help guide and improve the program—much like such a team does during the initial implementation stage. 

Adding more human touchpoints takes work, but it can pay off. Imagine fewer cardholder issues and confusion, and improved compliance. You are also more likely to gain people’s cooperation and program buy-in.