People often get what they expect. For instance, if you’re expecting to fail, you’re more likely to fail. If you think positively, you’re more likely to succeed. Attitude is everything—especially in collections.
Years ago we hired an employee for a collection position who did not have any collection experience. After she had completed a week of training, the collection manager told her to pick up a stack of delinquent accounts and start calling. (This was in the year B.C. – “before computers” – when all accounts were collected on ledger cards.) Continue reading