In the News
Mary is frequently turned to for her advice on how to help people create the businesses and lives they've always wanted. Her work has appeared in Forbes, ACA International's Collector magazine, among other outlets. See below where Mary has been published and interviewed.
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Three Simple Tips To Elevate Your Leadership
April 30, 2021
Mary Shores discusses a few simple tips to help you embrace the positive qualities of entrepreneurship, become the leader you’ve always wanted to be and make your company stand out.
Interviewing, Hiring & Onboarding for Debt Collection Roles
April 29, 2021
Mary Shores shares her retention-boosting recruiting, interviewing, and onboarding best practices specifically for the debt collection industry.
April 12, 2021
In the conclusion of Arbeit's four-part series on the Compassionate Collections Framework, Mary Shores discusses how the role of leadership can help establish credibility in the new normal.
Five Steps Entrepreneurs Can Take To Break Through A Breakdown
April 9, 2021
Mary Shores discusses how to go from breakdown to breakthrough with 5 easy steps. Learn how to combat those moments you're feeling overwhelmed and undermotivated.
The Compassionate Collections Framework, Part 3: How to Apply Empathy in Real Life Conversations
March 29, 2021
In part 3, Mary dives into a few actionable ways to develop empathy to create a connection, including:
• Listening to be informed
• Responding versus reacting
• How understanding our baseline emotional needs can contribute to better conversations
March 25, 2021
Mary Shores walks us through how to train your collectors in three key areas: 1. Negotiation
2. Critical Thinking
Tips for Consumer Communications During National Credit Education Month
March 25, 2021
March is National Credit Education Month, which is a perfect time to remind consumers of financial management resources, especially if they are being proactive about resolving their account. Mary Shores shares a few reminders to help collectors when communicating with consumers about unpaid debts.
The Compassionate Collections Framework, Part 1: The Consumer Experience
March 22, 2021
For the first time in Debt Collection 101 history, Arbeit is launching a four part series featuring industry thought leader Mary Shores to walk through her brand new vision: The Compassionate Collections Framework.
March 10, 2021
Mary Shores reveals how we can change our communication patterns to embrace the need for humanity-plus business in the collections space.
5 Collection Call Script Questions Answered by Industry Leaders
December 8, 2020
Mary Shores discusses the importance of using scripts as a training tool in order to create consistency and positive habits with agents.
The Secret Connection Equation
Mary Shores reveals her secret to creating connection. This equation can drastically improve your overall attitude toward work, as well as decrease complaints to clients.
Building A Great Brand: How To Embrace The Impact Brand Model
Mary Shores talks about the importance of building an impact brand story that combines the basics of marketing with a fantastic brand story that gives the company a greater purpose.
Four Ways To Instill Inner Confidence At Work
January 25, 2021
Mary Shores talks about how in work, as in life, confidence is just as important as competence. Read on to learn how to loosen the grip on self-doubt.
Consistent Communication: A Must-Have For Your Customer Service Team
January 4, 2021
Mary Shores talks about how consistent communication is a must-have in customer service. The feeling your words create can make the difference between a happy consumer and a dissatisfied consumer.
14 Practical Ways To Deal With Unhappy Customers
December 22, 2020
In this expert panel, Mary Shores offers her advice on how to deal with tough situations that can have a lasting impact on your company's reputation.
These Four Zones Can Make Or Break Your Customer Relationships
March 9, 2021
Mary Shores talks about how the secret to creating connections with consumers comes from understanding a number of "zones." When you understand these zones, you can orient yourself in a customer relationship and turn a negative conversation into a positive one.
The Science of Financial Communications
March 7, 2021
Clark Hill’s Credit Eco to Go podcast hosted by Joann Needleman kicks off Women’s History Month with best-selling author Mary Shores. Listen to how she developed and unlocked the science to effectively communicating with consumers about their financial reality.
Three Habits Of Highly Effective Communicators
February 16, 2021
Mary Shores discusses how to move your business forward with effective communication and how it's one of the most important skills business professionals can master.
Systems That Scale Your Collection Floor
Mary Shores discusses three replicable and scalable ways to make sure your business thrives in a post-COVID-19 world.
What's Your Flavor?
Mary Shores is interviewed on effective scripting that requires you to find the balance between consistency and flexibility.
Positive Consumer Communication
May 20, 2019
Listen on ACA Cast as Mary Shores shares tips on how to have more constructive conversations with consumers.
Build Your Consumer Connection Pyramid: One Word at a Time
May 19, 2020
Mary Shores discusses the best way she knows how to create massive success in the collections industry – now and in the future – is to help consumers see collectors as allies – one word at a time.
5 Things Bosses Should Never Say During A Crisis
May 2, 2020
Mary Shores gives her top five tips to help you better communicate with your team, clients and colleagues during this crisis.
Increase Debt Recovery with the ‘Goldilocks Zone of Connection’
September 22, 2020
Mary Shores discusses the challenge for collectors in finding the middle ground between being too friendly and too aggressive.
Positive Language: The Secret To Collecting More On Delinquent Accounts
July 21, 2020
Mary Shores talks about the impact of negative language on debt collection calls and the best ways to optimize consumer interactions through positivity.
Mary Shores is interviewed on adapting to the complexity of our new world—and positioning her company to succeed in the future.