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 …
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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 …
More on Navigating the 'No'
| Mary ShoresHave you ever unintentionally created conflict or stress with your words? Or inadvertently moved a conversation backward instead of forward? Here's an example: You ask …