Collector - April 2021 - 14

COLLECTIONTIPS

Draw Out Your Collection Style
Here's a fun exercise to get you thinking about your approach to a collection call.
By Kelli Krueger

B

efore you read this article, grab a
blank piece of paper and draw a
pig. This is not an April Fools' Day
joke-have some fun and draw a pig. Take
your time and put as much or as little detail
into it as you want.
With your pig now on paper, let's analyze
what your drawing indicates about your
collection style and where you can make
improvements.
Knowing how to pivot your style for
continued success is an important skill
for every collector to master, and selfawareness makes it easier. This exercise
helps demonstrate how you can change
gears and conquer a new, perhaps
unfamiliar task.

like it's different from all the other calls
you've taken.
Facing front - You tend to be more direct
and to the point on a collection call. In
your mind, there is no need to waste your
time or the consumer's time if they aren't
going to pay.

Large ears - You listen to understand vs.
listening to respond (the bigger the ears,
the better).
Small ears - Your listening style may
have room for improvement. You listen to
respond and may tend to interrupt when
communicating.

HOW DETAILED IS YOUR PIG?

HOW LONG IS THE PIG'S TAIL?

Many details - You're an analytical collector
and tend to give the consumer more details on
their debt and provide more payment options.
Limited details - You like to complete a call
quickly and follow your call flow, but you
provide options with little detail.

WHERE IS YOUR PIG ON THE PAGE?

Less than four legs showing - You
know the difference between right and
wrong but feel like you can swerve onto
the " compliance shoulder " if you don't
intentionally go into the ditch.
Four legs showing - You follow the
compliance rules and never stray from
what you can and cannot say.

This indicates how open you are to learning
new ways of collecting payments.
Long tail - You know there is always room
for growth (the longer the tail, the better).
Short tail - You may tend to rely on
your collection talents as they are,
which might deter you from additional
skill development.
There you have it! This is a fun way to
evaluate your collection skills and decorate
your home office or refrigerator. This
exercise will help you think about your
approach to a collection call and your
strengths, weaknesses and who you are
as a collector. Date your drawing
and try it again in a few months to see
what's changed.

Toward the top of the paper - You have
a positive and optimistic approach to the
consumer and believe they want to pay and
that it's your job to help them figure out
how to achieve this goal.
Toward the middle - You tend to be a
realist when talking to the consumer.
You look at the facts to assume the
ability to pay. What's the reason(s) for
nonpayment? Is it an older debt? Have
you communicated with the consumer
many times before?
Toward the bottom - You tend to have a
" glass is half empty " attitude, and might
overlook the fact that you can turn a
consumer's outlook around for the better.

HOW MANY LEGS DOES YOUR
PIG HAVE?

WHAT SIZE ARE THE PIG'S EARS?
This indicates the level of your listening skills.

Kelli Krueger is ACA International's director
of education.

WHERE IS YOUR PIG LOOKING?
Facing left - Your collection style tends to
be more passive with a friendly, customerservice approach.
Facing right - You tend to have an
innovative approach to a collection call.
You believe every call needs to be handled

14

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Collector - April 2021

Table of Contents for the Digital Edition of Collector - April 2021

Collector - April 2021 - Cover1
Collector - April 2021 - Cover2
Collector - April 2021 - 1
Collector - April 2021 - 2
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