Pledge of Leadership: Service Management
There was a time, early in my career, where I measured success strictly by the numbers. Number of overtime hours I worked per week; number of consumers I successfully contacted and collected from; the number of dollars I collected; and the number of times I assisted a fellow Collector collect.
Not too long after my career in Collections at American Profit Recovery began, my career in Collections management did too. As a young manager I knew the value of goal setting and leading by example, but I still assigned success to numeric performance outcomes alone. The number of quality Collectors I could recruit, interview, hire, train, and maintain in any given calendar year; the number of […]