Mary Shores 11 hours ago4 minWhat to Say When a Consumer Says His Account Isn't a Priority When I provide collector training, a common consumer objection collectors bring up is when a consumer says his account is not a priority.
Mary Shores Oct 136 minCollectors: The Magic Is in the PracticeLike an athlete, collectors also have tools that are essential for their performance.
Mary Shores Sep 296 minHow to Find the ‘Goldilocks Zone of Connection’ in CollectionsIt is possible to be both compassionate and profitable. It’s all about finding that “Goldilocks zone of connection.”
Mary Shores Sep 224 min3 Modes for Persuasion in CollectionsEvery consumer’s decision to pay ultimately comes down to one key component. Every client’s decision to hire your agency, every vendor yo...
Mary Shores Sep 156 min5 Key Ingredients for Achieving High-Converting Collections Let’s take a look at the five main ingredients for high-converting collections.
Mary Shores Sep 84 minThe Art of Listening: 3 Ways to Become a Better Listener Any effective communicator must first and foremost be a good listener. It’s not an easy feat.
Mary Shores Aug 254 min5 Traits to Boost Your Collectors' Emotional Intelligence Collectors have a major hurdle to overcome right away on collection calls.
Mary ShoresAug 185 minWhat Do I Say When...It’s a terrible feeling being on the phone with a consumer and not knowing what to say or when or how to say it.
Mary Shores Aug 115 min5 Quick Tips to Instantly Improve Your CommunicationThere is an art to communicating. It’s never as simple as one person speaks, and another follows.
Mary Shores Aug 44 minThe Power Is in the Practice: Tips to Motivate Your Collection FloorYou can provide all the training in the world. It means nothing if your collectors struggle to apply what they’ve learned.
Mary ShoresJul 284 minThis Ruins Most Collection Calls Old school collector mentality is costing you revenue.
Mary ShoresJul 214 minThe Empathy Revolution: Why Empathy Will Increase Your Agency's RevenueEmpathy can be as simple as sensing how consumers are feeling about their accounts.
Mary ShoresJul 144 minLevel 10 Collectors Possess These Four TraitsThere is an art and science to collecting money, and if you want Level 10 collectors, it’s critical to train them in these four areas.
Mary ShoresJul 74 minThe Biggest Secret in Collections COVID has accelerated the need for change in the collection industry.
Mary ShoresJun 304 minHow to Communicate With Employees in Uncertain Times As stay-at-home orders lift and employees return to offices, clear and frequent communication from companies’ leaders is going to be crucial
Mary ShoresJun 233 minCall Flow, Cash Flow, and the Future of CollectionsAs we look to cultivate a new culture of empathy in the collection industry, one way to get there is by focusing on what creates connection
Mary ShoresJun 164 minCollector Development Starts Right HereCollector development that focuses on call flow and building consumer trust and motivation is going to be the norm in the coming years.
Mary ShoresJun 93 minThree Things Consumers Wish Collectors Knew In order for collectors to establish themselves as allies, they need to be able to put themselves in the shoes of the consumer.
Mary ShoresMay 264 minCreate Connection, Not Conflict The best way I know to create massive success in the collections industry is to help consumers see collectors as allies - one word at a time
Mary ShoresMay 121 minAvoid These Words in a Crisis I’ve updated my Do-Not-Say list to include the phrases leaders should avoid in a crisis.
