Collector Development Starts Right Here
| Mary ShoresSomething I’ve encountered in the debt collection industry is that we train our collectors on our software systems, rules, regulations, and compliance, but we don’t …
Blog
Three Things Consumers Wish Collectors Knew
| Mary ShoresWhile I usually write these blogs from the perspective of a collection agency owner, this week I want to change things up and write from …
You Validated the Consumer. Now What?
| Mary ShoresIn previous blog posts you heard me speak on the power of validation, which is all about making sure the people you’re communicating with feel …
Create Connection, Not Conflict
| Mary ShoresIn a previous blog post, I introduced you to the Conflict Pyramid, which illustrates what happens when things go wrong between a company and its …
Communicating During Covid: The Art of Asking Questions
| Mary ShoresThere has been a lot of chatter about re-opening the economy, and for many of us, this is great news. My feeling is that re-entry …