Mary Shores 9 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 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 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 74 minThe Biggest Secret in Collections COVID has accelerated the need for change in the collection industry.
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.
Mary ShoresMay 53 minHow to Talk to Your Customers During the Coronavirus Crisis There is even more value in using the Communication Code in our conversations now.
Mary ShoresApr 283 minCommunicating During COVID: The Art of Asking QuestionsI want to share a strategy that works great to keep your professional (and personal) relationships strong in a crisis.
Mary ShoresApr 213 minFour Tips for Connecting With Customers Amid the Pandemic The need for true human connection has never been greater.
Mary ShoresApr 142 minWe're All in This TogetherOne of the next steps to creating deeper connections and happier people is to help the people you talk to see you as an ally.
Mary ShoresApr 72 minCommunicating With Empathy in Times of Crisis People remember the way you make them feel, especially in times of crisis.
