Collector - September 2020 - 16

COLLECTIONTIPS

Cultivating Confidence
Consumers want to know they are working with someone who can serve them professionally.
Here's how you can become a more confident collector.
By Kelli Krueger

W

e often underestimate the
importance of confidence, treating
it like a "nice to have" quality rather
than a "must have." It can be easy to place
more value on measurable skills, like system
knowledge and call flow, above something
commonly thought of as a soft skill.
But being a wiz on the system and
sticking to a consistent call flow is like
sitting on a two-legged stool and expecting
to stay upright. You need the third leg-
confidence-to be an effective, consistent
and well-balanced collector.
When there are performance issues, the
first thing we, both leaders and collectors, try
to fix is the call flow. Although important,
it might not be the first step in turning
performance around. What's most often
missing from the equation is confidence.
Confidence is the necessary element to
help put the other pieces of a collection
call puzzle in place. It gives a collector the
ability to motivate an unwilling consumer to
stop and listen so the collector can educate
the consumer on their options versus just
grabbing at the low-hanging fruit.
It takes four things to crack the code of
confidence:

HUMILITY
The first step is to admit there are people out
there who are more confident than you. As a
trainer in the accounts receivable management
industry for almost 24 years, the one thing
that's really stuck out to me is: "You can't learn
to be if you can't see." What that means is you
need to be open to finding a role model who
emulates the confidence you want to mirror.

PERMISSION
Give yourself permission to ask that role
model for help. This step takes courage.
Asking for help can be hard, especially

16

when you're asking for help with a skill like
confidence, which many people mistakenly
believe is not a learned skill, but rather
something you are "just born with." You'll
need to get over this and be a little vulnerable.

BUILD A COMMUNITY
The more people you have around you who
are confident, the more confident you become.
Support each other and make each other
better. Share what you know, what you're
learning and when you fail, which is part of
developing humility. That's how you grow.

WONDER
Never stop being curious about how you
can be better today than you were yesterday.
Take inspiration from Ray Kroc, the

founder of McDonald's, who once said that
you are either green and growing or ripe
and rotting.
Confidence is the difference between
trying new skills and being fine with the
status quo. It drives you to keep going even
if you fail-no matter how many times
you fail. As you are aware, we deal with
the word "no" quite a bit in this industry.
Rejection is part of the package.
When thinking about your development,
or the development of others, start with
confidence. It's an essential building block
for other important skills and can help make
you a successful collector.
Kelli Krueger is ACA International's director
of education.



Collector - September 2020

Table of Contents for the Digital Edition of Collector - September 2020

Collector - September 2020 - Cover1
Collector - September 2020 - Cover2
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