Passion

admin  -  Feb 13, 2012  -  Comments Off
Your passion or your life! There is a saying: “Nobody on their deathbed ever said they wish they had spent more time at the office.” I’m not so sure. Thomas Edison’s wife figured he was tired out and stressed, needing a vacation. She told him he should go to the

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Power to the people

admin  -  Jan 26, 2012  -  Comments Off
A couple of weeks back I worked with a group at a public utility on the West Coast of the United States. Some of us in the business, more than a few, would agree they have their challenges. We are always called upon to perform of course, but there are

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Collector’s prayer

admin  -  Jan 16, 2012  -  Comments Off
Our organizations do not need us to deal with the customers and clients who are pleasant to deal with and have funds to pay. While not all of our customers and clients are difficult, let’s face it, there are a few that Mother Theresa or Dale Carnegie might have punched

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Stop Sending Your Customers to the Competition!

admin  -  Jan 03, 2012  -  Comments Off
How’s that for a new year’s resolution? Early last month I was visiting a client and reviewing their training. I discovered their sales people received several weeks of classes, one-on-one and working with a senior and seasoned partner before they were allowed to call on a customer ‘solo’. One of

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Jerry Maguire

admin  -  Dec 16, 2011  -  Comments Off
When you talk about movies and collections, it is difficult not to think of the great tag line “Show me the Money” from Jerry Maguire. Yet, there were two additional lessons from the classic 1996 Tom Cruise film. Asking for the money in collections, using an assertive but not too

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JAWS

admin  -  Dec 10, 2011  -  Comments Off
The horror/thrller movie JAWS was a summer blockbuster in 1975.     The scene when the shark nearly gets Chief Brody, without the benefit of the previous ‘shark is coming music score’ is listed as one of the 100 scariest movie moments. Do you remember Chief Brody (ably played by actor Roy

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Rocco’s gambit

admin  -  Nov 28, 2011  -  Comments Off
There is an old style shoe repair shop not far from where I live. The craftsman/owner is named Rocco. I’ve had occasion to take some shoes and other leather products there for repair and he has always done excellent work. How about his prices? I can pretty well guarantee every

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To serve and collect

admin  -  Nov 18, 2011  -  Comments Off
A few of my in-house programs are delivered to people who are responsible for customer service as well as collections. For them, I’ve tailored one of our standard collection programs. At first of course, it appears the objectives may be opposed, switching from the white hat of customer service to

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I know your problem!

admin  -  Nov 04, 2011  -  Comments Off
If you’ve been in this business of collections for a period of time, you are good…and you are bored. After months and perhaps a few years in the business, you know collections. You’ve heard the stories – all of them. (It would be nice to have a dollar for every

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Road Rage in Bermuda!

admin  -  Nov 03, 2011  -  Comments Off
It took me by surprise. Walking from my hotel to a client’s office in Hamilton there was almost incessant honking by the drivers as well as some serious waving of arms – in both directions. Shouting and body language! It appeared to be a veritable seething mass of anger and

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    • Passion February 13, 2012
      Your passion or your life! There is a saying: “Nobody on their deathbed ever said they wish they had spent more time at the office.” I’m not so sure. Thomas Edison’s wife figured he was tired out and stressed, needing a vacation. She told him he should go to the one place he would rather […]
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