The College of New Jersey Presentation 11 30-15

Business Ethics
Robert Owen Carr
Chairman and CEO, Heartland Payment Systems
The College of New Jersey
November 30, 2015
November 30, 2015

RobertOCarr.com
©2015 Heartland Payment Systems, Inc. 2
Code: rocvip

One Fire = 240 College Educations
Value Before the Fire Value Created By the Fire
Appraised Value of Property = $3,000,000 Property Insurance Proceeds = $2,200,000
less Estate Tax Liability = ($1,500,000) Contents Insurance Proceeds = $1,100,000
Net Value = $1,500,000 Income Tax on Insurance Proceeds = $0
Transfer Value of Property to Family = $3,000,000
Net Value = $6,300,000
Net Value Before Fire = $1,500,00
Net Value After Fire = $6,300,000
Gain = $4,800,000
Foundation Cost of College Education = $20,000 * 240 = $4,800,000

Customer Advocate
Heartland is a Fortune 1000 company—one of the largest payment processors
in the nation—processing more than $120 billion in annual volume for
360,000+ customers.
Heartland’s success is the result of keeping our promise. Fairness, honesty and
transparency define our culture. Helping businesses prosper through innovative solutions
and unmatched service is what defines our purpose.
Heartland was founded in 1997 with this promise:
We will help businesses prosper
by providing them with effective solutions
in a fair, honest and transparent manner.

Ten Common Unethical Practices Forced Upon Us
1. Lying about pricing
2. Misrepresentations about leases
3. Contracts of adhesion
4. Taking advantage of the weakest and uninformed
5. Abuse of the court system
6. Unconscionable financial practices revolving around hidden “fees”
7. Misrepresenting compliance matters
8. The false positives created due to venture capital money represented as “truth”
9. Inflated liquidated damages to get out of contracts
10. Caveat emptor… really? Is this the best American business can do?

Seven Nasty Flaws in the System
1. Most stockholders only care about the ROI on their investments
2. Business leaders create a lot of value if value is measured simply on ROI
3. Government treats small businesses like big businesses—instead of consumers
4. Justice delayed is justice denied
5. There are few effective policing agencies
6. The system is dependent on the ethics of the leaders
7. Few are willing to pay the price to protest unethical behavior

Our Credo

Requirements for Success
 As a minimum, for each category, the “owner” must get paid for his/her time
 Must have happy customers
 Not a sustainable business if it falls apart when the “owner” isn’t present
 It is NOT about the brilliant idea… it is about delivering quality on time with a smile
 It is about your employees first… and your customers second
 Perfect it before you expand it
Regardless of Whether You’re an Artisan, a Professional or a
Sustainable Business Owner…

Heartland at a Glance
Publicly traded, NYSE: HPY
$2.95B market cap; 15% Y/Y EPS trend
More than 4,500 employees in
28 offices across the U.S.
3.5 billion credit/debit card
payment transactions in 2014
U.S.-based relationship and
customer support all day, every day

Employee Trust Index Survey
87%
Heartland is a great
place to work!

Service Center–Jeffersonville, Indiana
First-Call
Resolution
24/7/365
850+
Dedicated
Customer Service
Advocates

IT–Plano, Texas
450+
Dedicated IT
Professionals
Continually
Developing &
Improving Our
Infrastructure
Deploying
Current Security
Requirements

Stock Performance 2005-2015
Heartland Payment Systems, Inc.
NYSE: HPY - November 27, 2015
$79.73

Roadmap to 12 Years of Growth
0
200
400
600
800
1000
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015B
$138
186
246
295
380
414 436
471
530
599
673
$830
+
$32
$45
$60
$71
$50
$16
$46
$76
$110
$126 $119
$155
+
Operating Income ($ Millions) Net Revenue ($ Millions) ++Exclude asset impairment charges

Diverse Customer Base

Always Do What’s Right

Know Your Rights and…
MERCHANT BILL OF RIGHTS
The right to... know the fee for every card transaction—and who’s
charging it > know all the card brand markups and fee increases > know
all card brand fee reductions > know all transaction middlemen > know all
surcharges and bill-backs > real-time dedicated service > encrypted
card numbers and secure transactions > real-time fraud and transaction
monitoring > reasonable equipment costs > live customer support 24/7/365.
SALES PROFESSIONAL BILL OF RIGHTS
The right to... an honest and transparent employer > a consistent
compensation model > earn and own a portion of recurring revenue added
to the employer’s income statement > earn benefits including medical
insurance, dental insurance, and 401(k) contributions > receive effective
training and support from a direct manager > earn monthly residual income
that builds uncapped wealth > a proven sales model that provides work/life
balance > be paid timely on closed and installed sales > work with innovative
sales tools > earn recognition and awards and to be considered for career
advancement based on proven skills and merit
Always Do What’s

David Would Beat Goliath Again!
 Big companies are harder to run
than small ones
 The leaders and employees of many
companies don’t walk the talk
 Like Goliath, the bigger the competitor,
the more likely they can be defeated
at some level
 Small means you know what is going
on everywhere and you are in control
 If you’re small, focused and committed
to winning, the world is your oyster
 Your success is determined by the
level of your customer’s satisfaction
 You have accomplished a LOT
if your customers recommend you
to their best friends and family
 With a positive cash flow
(after drawing a fair salary), you can
accomplish almost anything

Ten Keys to Success – It’s NOT About A Big Idea!
1. Have realistic goals for your short-term plan; developing quality relationships,
services, and products takes quality time!
2. Make sure that you are selling a product/service in a way that customers
appreciate you and would recommend you to a friend.
3. Treat everyone with the respect with which you would want to be treated.
4. Behave in a way that your customers will always trust you and they know it
by your actions, not your words (especially not the words!).
5. Remain humble regardless of your success and deserve to keep your
self-confidence when things aren’t going well.
–continued

Ten Keys to Success (continued)
6. Never ever do anything that will cause you to lose your self-respect.
7. Know what you stand for!
8. When you start feeling sorry for yourself, think about the other 6.9 billion people
on the planet and what they are facing today.
9. Avoid unprincipled and negative people who are always unhappy with the world.
10. “Dream the Impossible Dream” and knock down the barriers to achieving that dream
one by one… and someday the barriers may all be gone = overnight success!

What Comes Next – Especially After Your Success?
 Have the most fun?
 The nicest car?
 The most impressive house?
 The most impressive yacht?
 A private jet?
 The most impressive paintings?
 A great family?
 Friends?
 Self-respect?
 Intellectual honesty?
 Self-awareness?
 Recognition?
 A purposeful life?
 Prove how great you are?
To whom ________?
 Help others?
 Make lives better?
 Protect the planet?
 Protect animals?
 Be proud of your life?
 Everlasting life?

Robert Owen Carr
Chairman and CEO, Heartland Payment Systems
November 30, 2015
Thank you

The College of New Jersey Presentation 11 30-15

More Related Content

Similar to The College of New Jersey Presentation 11 30-15 (20)

Recently uploaded (20)

The College of New Jersey Presentation 11 30-15