Collector - June 2017 - 9

BESTPRACTICES

60%

OF BEST-IN-CLASS ORGANIZATIONS
SAY EMPLOYEE RECOGNITION IS
EXTREMELY VALUABLE IN DRIVING
INDIVIDUAL PERFORMANCE.
Source: Aberdeen Group

nice compliment directed at one of her debt
collectors, she sends an email to the staff
announcing it. "I want everyone in my office
to know what the consumer said and who
got the compliment," she said.

BROWNIE POINTS

on your website and in your RFPs (with
consumer names redacted unless they've
given you permission) tells potential clients
that your company goes the extra mile to
help consumers.
Sharing consumer praise with your
team will motivate employees to continue
doing good work. At ConServe, consumer
compliments run continuously on internal
monitors displayed throughout the
collection floor. A bulletin board with
printouts of consumer compliments will also
do the trick, but don't forget to provide some
verbal reinforcement to your staff too.
AmeriCollect CEO Kenlyn Gretz reads
several of the most recent consumer

COLLECTOR 06.17

compliments out loud each month at the
company's staff meeting.
"Sometimes if the call was really good I'll
play the whole thing for the team, and we'll
talk about what being 'ridiculously nice'
means and how we can generate more of
these types of calls," he said.
AmeriCollect trainers also play a
compilation of these "compliment calls"
to new hires on their first day of training
to help illustrate the company's mindset
about consumer interactions and build
trainees' confidence.
When Irene Hoheusle, vice president
of collections and education at Account
Recovery Specialists Inc., hears a particularly

While company-wide announcements can
be recognition enough for a job well done,
there's something to be said for physical
tokens of appreciation as well. AmeriCollect
employees who earn consumer
compliments get entered into a monthly
raffle, and winners get $10 each.
Similarly, Hoheusle hands out "Caught
in Action" cards to staff when they get a
consumer compliment, which they can
trade in for a small gift from a special box
in her office.
"It's nothing big, just $5 to $10 items, but
it's little things like that that let them know
we're watching and we appreciate what
they're doing," she said.
If the collector has gone above and beyond
her duties and the consumer is over the
moon about the service received, Hoheusle
will also give the collector a bonus.
"People like getting compliments," Hoheusle
said. "The nature of our business is that you're
going to get more bad than good, and it's so
important to share the positive recognition."
Anne Rosso May is editor of Collector
magazine.

09



Table of Contents for the Digital Edition of Collector - June 2017

President's Page
Industry News
Best Practices
FYI
Collection Tips
In Case of Emergency
Pulling Back the Curtain
ACA International's 2017 Convention and Exposition Preview
Calendar
Honor Roll
Seeing Eye to Eye
The Business Battle
Blueprint for Success
Federal Court Nixes CFPB Enforcement Action That Claimed a Payment Processor Ignored Fraud
Compliance
ACA SearchPoint
Last Word
Collector - June 2017 - Cover1
Collector - June 2017 - Cover2
Collector - June 2017 - 1
Collector - June 2017 - 2
Collector - June 2017 - President's Page
Collector - June 2017 - Industry News
Collector - June 2017 - 5
Collector - June 2017 - 6
Collector - June 2017 - 7
Collector - June 2017 - Best Practices
Collector - June 2017 - 9
Collector - June 2017 - FYI
Collector - June 2017 - 11
Collector - June 2017 - Collection Tips
Collector - June 2017 - 13
Collector - June 2017 - In Case of Emergency
Collector - June 2017 - 15
Collector - June 2017 - 16
Collector - June 2017 - 17
Collector - June 2017 - 18
Collector - June 2017 - 19
Collector - June 2017 - Pulling Back the Curtain
Collector - June 2017 - 21
Collector - June 2017 - 22
Collector - June 2017 - 23
Collector - June 2017 - 24
Collector - June 2017 - 25
Collector - June 2017 - ACA International's 2017 Convention and Exposition Preview
Collector - June 2017 - 27
Collector - June 2017 - 28
Collector - June 2017 - 29
Collector - June 2017 - 30
Collector - June 2017 - 31
Collector - June 2017 - Calendar
Collector - June 2017 - Honor Roll
Collector - June 2017 - Seeing Eye to Eye
Collector - June 2017 - 35
Collector - June 2017 - The Business Battle
Collector - June 2017 - 37
Collector - June 2017 - 38
Collector - June 2017 - 39
Collector - June 2017 - Blueprint for Success
Collector - June 2017 - 41
Collector - June 2017 - Federal Court Nixes CFPB Enforcement Action That Claimed a Payment Processor Ignored Fraud
Collector - June 2017 - 43
Collector - June 2017 - Compliance
Collector - June 2017 - 45
Collector - June 2017 - ACA SearchPoint
Collector - June 2017 - 47
Collector - June 2017 - Last Word
Collector - June 2017 - Cover3
Collector - June 2017 - Cover4
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