Mary Shores 5 days ago4 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 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 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 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 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.
Mary ShoresJan 213 minDecision Making With the OODA LoopHave you ever found yourself in a stressful situation and had no idea how to act? Recently, the OODA loop theory helped me out.
Mary ShoresJan 72 minThe Importance of Direct Communication in the Workplace You can actually train your team to be Level 10’s every single time. And the way you can do it is through communication.
Mary ShoresDec 11, 20192 minWhy You Should Avoid Using These Words With Your CustomersHow do you win customers’ loyalty and trust? Make them feel good.The first step in making people happier to eliminate negative words.
Mary ShoresDec 10, 20192 minHow to Set Priorities and Stay Focused When You're Feeling Overwhelmed Has there ever been a time in your life when you felt you were being pulled in so many different directions and you became overwhelmed?
Mary ShoresDec 6, 20192 minCreate Instant Trust With This One Communication HackCommunication is at the center of everything we do in business. It’s critical we consider if words we speak are building or eroding trust.
Mary ShoresDec 5, 20192 minNegative Moods Spread. How to Stop Them at WorkNegative moods spread. When someone, especially a company’s leader, comes to work in a bad mood, it can weaken team morale and productivity.
Mary ShoresDec 4, 20192 minGet Your Team Excited About Change Change is hardly ever easy, but it’s important for business. The truth is, you can make those changes way easier for your team.