Collector - February 2018 - 32
ACA International member Mary Shores' new book explores
how your words can help you change your life.
By Anne Rosso May
hen Mary Shores founded
Midstate Collections Inc. in 1999,
she was 24 years old and operated
her new debt collection agency much as she'd
seen other agencies operate. But a few years
in, a switch flipped and she decided to take a
different approach to collections, one based
on positivity and empathy.
She retrained her collectors using this new
philosophy, giving them scripts and coaching
them regularly. Within a year, the company was
returning 34 percent more revenue to clients.
And things changed for the better in her
personal life, too. Gradually, Shores leveraged
these successes into a thriving side gig as a