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 284 minThis Ruins Most Collection Calls Old school collector mentality is costing you revenue.
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.
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 ShoresMar 312 minDeveloping a Positive Focus I know the current health crisis is weighing heavily on all of our hearts and minds.
Mary ShoresMar 172 minCommunication: When Expectation Doesn't Meet Reality Have you ever wondered how a conversation can spiral out of control so quickly, even when you think you're being polite?
Mary ShoresMar 102 minCreate Less GRRROne of my favorite pieces of feedback I ever received from a trainee was how after implementing my Communication Code, people had less GRRR.
Mary ShoresMar 32 minWhy Your Business Needs Communication TrainingCommunication training at my agency led to happier consumers, more confident team members, higher revenue, and more consistent messaging.
Mary ShoresFeb 182 minThe Conflict Pyramid: What Happens During Customer Conflicts What happens when things aren't going right between a business and its customers? Enter the Conflict Pyramid.