Don't Skip This Step on Collection Calls
| Mary ShoresWhen I train collectors on communication and express the importance of focusing on solutions rather than problems on collection calls, I notice they are often …
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Systems That Scale Your Collection Floor
| Mary ShoresThink about all the dynamics within the walls of your business — everything from how you open your doors in the morning, collect mail, …
3 Ways to Exceed Customer Expectations During the Pandemic
| Mary ShoresImagine a customer walking up to your business, ready to spend money or inquire about services. When she pushes on the handle, she’s met with …
What to Say When a Consumer Says an Account Isn't Their Priority
| Mary ShoresWhen I provide collector training, a common consumer objection collectors bring up is when a consumer says his account is not a priority to him …
Four Question Styles Every Collector Should Have in His Tool Chest
| Mary ShoresCertain professionals like journalists are taught the art of asking questions. The rest of us rarely think about perfecting our questioning techniques or understand how …