“You were very nice…You’re definitely nice to work with. You definitely made the experience that much better. Thank you.”
“Thank you very very much, you’ve been a huge help.”
“You don’t sound like a debt collector, you are too nice”
You read the title of this article correctly. Our collectors get complimented by the consumers they are calling on each and every day. Our collectors as we are sure you know, are calling people because they have not paid a bill on time, or paid it at all. And by the end of that call, many of them are thanking our staff for helping them get out of a tough situation. Not really what you’ve been taught about debt collections in the past, right?
Our Relationship with Consumers
We pride ourselves on how well we get to know our clients that we are servicing but we also develop a shorter, respectful relationship with those consumers we are calling on. We are not just sweet-talking consumers into opening up their checking account with a contrived smile on our face. We are working together with them to create a solution to the situation they are in. Our team is made up of trained professionals that have a genuine interested in solving problems. Not just getting the bill paid in full.
We have all been in a position where the person on the other end is applying uncomfortable pressure for us to buy something, or enter into an agreement that we know deep down inside is not in our best interest. Our collectors have been there as well and they know that when they create a solution to a debt that is manageable and allows a person to move forward with comfort, that’s the best possible outcome for everyone.
Consumers have to trust us to move ahead in the process. And our collectors need to gain some confidence that the discussions we have will result in a solution. By creating that relationship in the short term and showing the consumer that we are there to help, progress happens, the consumer gets the bill paid and our client gets the money they are owed and in many cases, keeps a hard-earned customer. If there is no communication, and no trust, nothing gets done.
Compliments Equal Results
We’re not here for the compliments, not craving the praise. We do what we feel is the right thing to do which is treat everyone with respect and to address the people we contact as humans. We don’t get on the phone and tell those that owe money that they have done something wrong and we never lecture. We have conversations. We listen and we get down to finding a way out of the debt the consumer has found themselves in.
We go over and above what anyone would ever think they would experience when they get on the phone with a collector. We start with a warm voice, our tone is not threatening at all and we make it clear that if we work together, we’ll get them on a path of paying off the debt. Once we get over that initial hurdle of being upset and even on guard, the consumer all of a sudden understands that we are there to help. And many need that assistance because they don’t know how to take the next step because of fear and maybe even some embarrassment. Our collectors make no judgements on a person, they only find the best way to make things work for everyone. And because of an anticipated tense discussion with a collector turns into a pleasant experience, we get complimented. People say nice things about debt collectors and they even thank us for the experience.
A Little Bit of Shock
There’s another reason we get compliments from consumers. It’s because they are shocked that we were nice and accommodating to them. If a consumer has issues with their finances and has had to work with other collection agencies, they might not have had a great experience. And some companies that choose to handle their debt recovery internally, may not have the best procedures in place.
In short, many pay us compliments because they were expecting an entirely different experience when they picked up the phone and may have even been gearing up for an argument. When it is the complete opposite, they are a little bit stunned and the result is a vote of approval.
In the first half of 2020, when we were in the midst of the COVID-19 crisis, our team got more praise than in any other six-month time period. That should tell you a little bit about how we handle every situation and every contact. Even in times of crisis.
Will everyone be happy? No, and we understand this. But we’ll try every time we pick up the phone.
“Before you go Sabrina I just wanted to let you know it was great working with you, thank you for working with me and not being like the others that have an attitude when calling, I really appreciate you”