Effective debt collections acknowledges unique consumer challenges

As the light the end of the metaphorical-pandemic tunnel gets brighter, creditors may be questioning whether sending consumers to collections is appropriate.  Considering the financial hardships people have endured throughout the pandemic, it is a legitimate concern.  Many consumers were laid off, some were forced to work lesser hours, and other people’s jobs were eliminated permanently.  Even though vaccines are being distributed, and some benefits have been received, it will take many consumers a while to get back to where they were financially before the pandemic.

Our message to creditors is simple.  Absolutely send those consumers to collections.  Why?  Because it is not a punishment to do so.

Many consumers who fall behind in their bills are just overwhelmed or embarrassed, and they avoid addressing the debt based on that.  A common misconception is that the consumer believes that the creditor and/or the collection agency is expecting payment in full immediately.

The Collection Specialists at American Profit Recovery are trained to understand that not all consumer’s situations are the same.  We recognize the fact that not all consumers have the means to pay in full, and it would be unrealistic for us to demand it.  Instead, we try to work with the consumer to get a better understanding of their financial situation, and then work out a payment plan that they can meet successfully.

At American Profit Recovery, we believe that consumers are good, hard-working people who are in a difficult financial situation.  We understand that they have other obligations besides the debt we are working on, and we try to get a better understanding of that consumer’s needs.  It is not out of the ordinary for a consumer to thank one of our collectors after they have set up a payment plan.  That is because we are not only helping them resolve a financial obligation, but we are also providing them with relief for having worked something out for a business they would like to continue to work with.  Personally, I hope that when a consumer is through speaking to me their impression of me as a person is someone who “gets it.”

Another consideration for creditors should be losing that consumer’s business to a competitor.  If a consumer feels that they have “burned a bridge” by not paying, they may falsely think that the creditor no longer is willing to do business with them again.  By allowing a debt collector to contact that consumer, the creditor is really opening the lines of communication.  This allows the collector to not only help the consumer pay their obligation but also opens the door to future business between the consumer and the creditor.

So, I would encourage creditors to have no hesitation in sending any slow-pay or delinquent accounts to collections.  There are empathetic, helpful, friendly, and kind collectors willing to make the consumer’s experience in resolving the debt a positive one.

Here are just a few examples of what we have heard from consumers who were contacted by Debt Collection Specialists at American Profit Recovery:

• “Thank you, this was a very pleasant experience, and I’m shocked because it’s a collection agency.”
• “Thank you so much I appreciate your courtesy and ”
• “I appreciate you being patient with us.”
• “I just want you all to know how much I appreciate you working with me and this situation, everyone is always so helpful when I call in.”
• “You’re a true blessing. You’re the only one that’s helped me, and if I had to rate you on a scale of 1 to 10, I’d give you a 15.”
• “I appreciate your patience and helping me work through this.”
• “I just want to say thank you. You guys have just been so great with helping me get this resolved.”
• “Thank you so much for being so professional with me today, I really appreciate it.”
• “Thank you both so much for making this so easy to deal with.”