Collector - February 2018 - 40

BUSINESSOPERATIONS

Ask the Experts:
Addressing the
Elephant in the
Room
We asked three ACA International
award winners for their insights
on how to course correct when a
problem arises.
"I had been out due to a
death in the family for
close to a month. When I
returned the team was at
each others' throats and
morale was suffering. I
knew I had to do
something before the discord became a
permanent problem.
I met with the supervisors to figure out
the root cause of this behavior. It turned out
a couple team members had made some
questionable decisions that upset everyone
else, but nobody went through the proper
channels to fix it. I pointed out how their
negative behavior was damaging morale,
and asked each of them to stop being at each
other's back and instead have each other's
back. Meaning when someone on the floor
makes a negative comment about someone
else, to not remain silent and instead stick
up for the person. I asked each of them to
remember that we don't always have to agree,
but communication is key.
Ultimately, each of them apologized and
we have since become a much stronger
leadership team. The staff has been happier
too, commenting on how much more
approachable their leads are."

-IRENE HOHEUSLE, IFCCE, CCCO
Vice president of collections and education,
Account Recovery Specialists Inc. One of
the 2017 recipients of ACA's International
Fellowship of Certified Collection
Executives designations.

40

"What's a business
challenge you've faced in
the last year-and how did
you overcome it?"

"I had a problem with a
couple of highmaintenance clients and
I finally figured out that
the customer is not
always right. Some
clients are wrong for
your business and a drain on your time,
resources and morale. Not every client is a
good client, and I have wasted a lot of blood,
sweat and tears trying to please people who
will never be satisfied.
Once I finally woke up and fired a couple
of bad clients, I realized that I could better
serve those clients doing business the
right way who appreciated the services we
provided. I would urge all agencies to figure
out which clients cause you an inordinate
amount of misery and dump them. Life is
too short."

-MICHAEL O'MEARA, IFCCE
Attorney at law, O'Meara Law Office
P.S. One of the 2017 recipients of ACA's
International Fellowship of Certified
Collection Executives designations.

"It is hard for each of the
lawyers in our practice
group to keep up with all
of the legal developments
in the consumer
litigation and compliance
arena. We thus have tried
to have some people concentrate on
particular areas. They then become a
resource for others on those topics and share
the most relevant developments with the
group."

-DAVID SCHULTZ, ESQ.
Partner, Hinshaw & Culbertson LLP. The
2017 winner of ACA's Jonathan Elliot Judicial
Advocacy Award.

PICTURE YOURSELF ON THIS PAGE
These industry leaders have devoted their time to the betterment of the credit and
collection industry-and in doing so, they've sharpened their skills, expanded their
professional network and taken home an award for their mantel. Are you ready to
join them? Learn more about ACA International's member awards program at
www.acainternational.org/education/member-awards.


http://www.acainternational.org/education/member-awards

Table of Contents for the Digital Edition of Collector - February 2018

President’s Page
Industry News
Best Practices
FYI
Perspective
The Many Sides of a Chief Compliance Officer
Collection Tips
Is This Working?
Advocacy at its Finest
Calendar
Honor Roll
Express Yourself
A Step Above
Ask the Experts: Solving a Problem
ACA Submits Amicus Brief to U.S. Supreme Court in Case Challenging the 7th Circuit’s Treatment of Letters Seeking Collection of Out-of- Statute Debt.
Compliance
ACA SearchPoint
Last Word
Collector - February 2018 - Cover1
Collector - February 2018 - Cover2
Collector - February 2018 - 1
Collector - February 2018 - 2
Collector - February 2018 - 3
Collector - February 2018 - President’s Page
Collector - February 2018 - 5
Collector - February 2018 - Industry News
Collector - February 2018 - 7
Collector - February 2018 - 8
Collector - February 2018 - 9
Collector - February 2018 - Best Practices
Collector - February 2018 - 11
Collector - February 2018 - FYI
Collector - February 2018 - 13
Collector - February 2018 - Perspective
Collector - February 2018 - 15
Collector - February 2018 - Collection Tips
Collector - February 2018 - 17
Collector - February 2018 - 18
Collector - February 2018 - 19
Collector - February 2018 - 20
Collector - February 2018 - 21
Collector - February 2018 - Is This Working?
Collector - February 2018 - 23
Collector - February 2018 - 24
Collector - February 2018 - 25
Collector - February 2018 - 26
Collector - February 2018 - 27
Collector - February 2018 - Advocacy at its Finest
Collector - February 2018 - 29
Collector - February 2018 - Calendar
Collector - February 2018 - Honor Roll
Collector - February 2018 - Express Yourself
Collector - February 2018 - 33
Collector - February 2018 - A Step Above
Collector - February 2018 - 35
Collector - February 2018 - Ask the Experts: Solving a Problem
Collector - February 2018 - 37
Collector - February 2018 - ACA Submits Amicus Brief to U.S. Supreme Court in Case Challenging the 7th Circuit’s Treatment of Letters Seeking Collection of Out-of- Statute Debt.
Collector - February 2018 - 39
Collector - February 2018 - 40
Collector - February 2018 - 41
Collector - February 2018 - 42
Collector - February 2018 - 43
Collector - February 2018 - Compliance
Collector - February 2018 - 45
Collector - February 2018 - ACA SearchPoint
Collector - February 2018 - 47
Collector - February 2018 - Last Word
Collector - February 2018 - Cover3
Collector - February 2018 - Cover4
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