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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On February 26, 2022, Mary traveled to TEDxLander to speak about the single most important lesson she learned from working with over 750,000 people in debt: connection is currency. This is important because the number one human emotional need is to feel heard and understood, and we can only hear others when we've truly connected with them.
On February 25, 2022, the Shores Communications team made their way from the plains Midwest to the mountains of Lander, Wyoming, to support our CEO, Mary Shores, at her TEDx Talk titled "Conscious Communications: What I Learned From Collecting America's Debt." This vlog is an exclusive behind-the-scenes look into a TEDx event.
Four Ways Business Owners Can Get Out Of A Funk
February 25, 2022
Mary Shores discusses how difficult moments impact your business, and maybe they affect your everyday functionality. In this article, Mary shares the areas of focus that have helped her in the past because she wholeheartedly believes they can help others, especially if you’re a business owner.
January 30, 2022
Mary shares six guideposts for new entrepreneurs to help inspire you to cut down on years of learning and understand some of the specifics of running a business that are rarely talked about. If you have a business idea or you’ve recently launched, consider these tips to benefit your business long term.
Six Tips For Crafting An Effective Follow-Up Message
December 09, 2021
Mary Shores discusses the importance of creating a follow-up strategy for your business. Read on for the best tips in getting your team on the same page about how to follow up with connections after meetings or initial email contact
In this video, collections and communication expert Mary Shores discusses the best practices that she and her team at MidState Collection Solutions use when going through the hiring process.
Use Positivity To Enhance Your Customer Experience
October 25, 2021
Mary Shores discusses how as a business owner, one big thing you need to understand is that your customers also experience stressful situations, and when they call or email your team, they want help implementing beneficial solutions, too.
October 04, 2021
Mary Shores talks about how follow-through issues can arise even for business people who are less creative and more analytical. The problem occurs when you’re unsure what strategies to implement to completely finish a project.
August 23, 2021
Mary Shores talks about how to break the negative cycle in the workplace in order to build trust and understanding with your team.
July 8, 2021
Mary Shores discusses the secret lesson that will be your key to success, no matter what you do or where you work and gives you the tools to make that growth happen.
Webinar: The Compassionate Framework for Healthcare Collections
June 17, 2021
Mary Shores teaches the four main pillars that make up the Compassionate Framework for Healthcare Collections. Each pillar offers a necessary tool for patient account representatives to navigate challenging conversations with patients in order to provide a positive patient financial experience.
May 17, 2021
Mary Shores discusses how you can achieve higher collection rates by using empathy and emotional intelligence to help consumers get out of debt and create financial well-being.
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.
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.
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.
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.