Naked Is The Best Disguise For The Collection Industry

The collection industry has always had a bad reputation and in the beginning it was well deserved in my opinion. In one of my interviews I spoke with Harvey Vengroff about the early days here is an excerpt from that interview in 2013.

Next he told a story about work releases from the local jail and hiring thugs to collect the receivables, working off 3X5 cards and of hiring ranked boxers and former “FBI Most Wanted “as staff.  Harvey smiles as he remembers this period.  “As things change you adapt, it is not nearly as much fun now as it was then.   I was 21-22 years old and I had a bunch of tough guys working for me.  It was fun to hit people and get paid for it, now you have to do things according to a set of rules.”  He sighed after that statement as if the memory was fond to him.

Read the whole interview here  

Harvey was just being honest and now his company is well known for compliance. But now that the 1950’s is long behind the industry and its been over 40 years since the FDCPA was written whats the reputation of the industry look like today? Horrible! What are you doing to change that?

I think part of the problem is exactly that, we are not doing enough to create good press and deal with the bad press. I understand why, the press is consumer facing and they will always take the side of the masses. I have a close friend in the industry who did an interview for the press and tried to relay a clear message to the interviewer but when the article was published it was full of just the points that a consumer would want to hear or expect to hear, the message was gone. This is another reason we need to create positive press.

The answer is not to hide but come out and been seen. If we show ourselves as an industry like a naked person does in a nudest camp maybe we can also see our faults and opportunities to be more consumer centric. So how do we create positive press? It’s right in front of you, its all the consumers you deal with daily that are happy with your service but do not post a positive review because you did not ask them to.

Yes I am proposing that you ask debtors to post a review of your service. CRAZY HUH!

And you should also answer all the negative posts and try to mitigate the bad review or get it deleted. Yes I am saying contact the debtor and try to resolve the complaint. Even if that complaint was sent to www.pissedconsumer.com or www.ripoffreport.com or a site that does not require an answer, unlike the BBB or the CFPB. You need to address all complaints in real time on every complaint website on the web. Now your asking how the heck your going to do that, read on my friend.

Online reputation management is not new but it is new to debt collections, here is how it works. Lighthouse Consulting aggregates your good and bad consumer reviews from over 100 websites like Facebook, BBB, Twitter, Pissed Consumer and Google so your company can easily monitor what your customers are saying about you — in real-time!

You can hear every word stated about your business on Social media. Lighthouse Reputation Beacon is a service that automatically sends a review request to your company or the CEO’s cell phone, scoring new reviews for your business directly on Google and Facebook. Imagine a collection agency asking for consumer reviews, thats new! It will make your agency stand out.

Google your company right now, I’ll wait…… and if its indexed by google you’ll see google reviews which you can click on and see whats posted about your company. Most of you have never done this.

Lighthouse Reputation Beacon aggregates your reviews from top review sites. See what consumers are saying about your agency or law firm, in real-time.

With Lighthouse Reputation Beacon, your business can manage negative reviews with easy-to-use tools to address customer feedback quickly.  Your companies great reviews are collected from major sites are indexed by search engines for higher search ranking.

Price is so cheap you’ll say yes with little thought, call me 904-687-1687.

Watch a video here https://www.youtube.com/watch?v=soA49gtakZQ  or Contact Phillip W. Duff at phil@lighthouseconsultinginc.com for more info

Self pay healthcare accounts should be self pay collection accounts. Your how to guide to self cure.

As the world of collections changes and healthcare has taken over as the primary business line over credit cards the way we do collections has changed also. Self Pay healthcare is defined as “Selfpaying is a term used to describe someone who choose to pay for their treatment directly rather than using private health insurance. It is an option if you don’t want to pay a monthly premium, have a chronic or pre-existing condition or fall within an insurer’s list of exclusions.” Here is your 3 step guide to make those accounts “self cure”.

Self cure is defined by me as “communication channels that allow the consumer to pay or cure their debt online or by use of an IVR.” So how do we get the self pay patients to self cure? Here are three steps to drive payments to those self cure channels.

The first step is to get the technology in place. You will need a great payment site and an IVR tree. Not just any old technology, not the cheapest pay site either. You need the site to be very easy to use and to drive the consumer to make that payment now. This site must be easy to authenticate as well as easy to navigate. The site should collect opt ins and provide all the proper compliance. But most of all the site needs to drive the consumer to pay.

An IVR needs to be in place for the consumers who are less tech savvy or just prefer to use the phone. This system also needs to be easy to use and provide all the opt ins and compliance as well.

Step two is to drive the consumer to the technology. This can be done from several channels such as letters, phone calls, text messaging, emails and more. Just because you have the technology in place does not insure success as you must get the consumer to interact with the technology to get paid. How you use the channels to drive that interaction is very important. The message must be clear and the channel must be open and easy to navigate. This is where most companies fail. They think that just because they put the pay site URL on their letters thats all they need to do. Wrong! This is now direct marketing not debt collection, the message needs to be clear and friendly, like a Billy Mays ad for Oxi Clean.

The last step is to keep improving the channels and technology. In order to do this you will need lots more technology to track the current technology. Google Analytics will help but you will need to be able to attribute each online payment to a particular channel. Did Jane Doe pay her bill online because of the letter she received, the email, the voice mail drop or was it from your hold music at the 800 number after-hours?

As you can begin to see trends in consumer behaviors to your channels you can do some A/B testing with slightly different messages to see what is most effective.

So the conclusion is you need the best technology and the best channels to be the best at self cure. Since you have just one chance at this call an expert to help you get it set up. Lighthouse Consulting has worked with many companies to set up self cure programs, we know more about this subject and the technology that anyone. Give us a call to get some guidance when setting up or improving your self cure process.

Are you brainwashing your staff to fail?

As a consultant to the debt collection industry I get to see many different companies and law firms do this business and it amazes me just how many owners/managers are hindering their staffs growth. The limits of any group are created by the person at the top and often that person has created a ceiling that he/she cannot pierce. How do you break this cycle? ,

The problem lies in the fact that all your insecurities are displayed on your staff, 10 fold. They look up to you but they see that you have created boundaries for yourself and the company and just like they try to emulate your good points they also emulate your bad points, in spades. So here are three things you can do to break the ceiling.

First you must open your mind to everything. You create a ceiling so that you don’t get wet, so there is a feeling of comfort because you are staying in your comfort zone. If you go past that ceiling you will be in new space with unknown consequences. You have to be like Capt. James T. Kirk from Star Trek and “Boldly go where no man has gone before”.

You must find ways to open your mind to new ideas and then to not just discount them because they are outside of the ceiling and might get you wet. Your mind will play tricks on you unless you make efforts to change the way it controls you. You will need new ways to get ideas and vet them. I suggest using a consultant or industry expert to guide you until you have gotten used to getting wet.

The second thing you must do is express your newfound beliefs to the staff. You must find ways to change the perception that there is a ceiling and that those boundaries define the options. It may take a consultant to help you change that culture but once it is changed the company will be positioned to pass the ceiling.

A great resource for you to try new things will be your current staff, once they see that you have changed your tune they will begin to be creative themselves and will be able to see many more opportunities for improvement than they did underneath the ceiling. Now you must create opportunities for the staff to express their new found freedoms, set up workshops with he staff to explore and create those new ideas.

Try this, pick one person from each department (not the managers) and ask them to work together to answer this question. “If we had to do this job and 1/2 of the consumers were deaf and the other 1/2 were blind how would we have to change our processes?” This will force the team to think “outside the box” or “without a ceiling”. Its a simple exercise but you might be surprised in some of the ideas that actually make sense in the real world of consumer behavior. Hell, most of the consumers might as well be deaf and blind based on their behaviors, LOL.

Lastly you must not let it happen again. This is likely the hardest part as your natural impulse is to create that ceiling so that you feel comfortable. As you perform the exercises above you will remember why you are doing them and the intended purpose but when a new opportunity arises you will automatically create the ceiling and not even consider trey opportunity as possible. It will take time to see that the ceiling is the problem and to change your unconscious behavior.

I have made a living helping people like you overcome these ceilings, call me if you need guidance

Your clients reputation is at stake! How do you protect it?

Online reputation is everything today. No-one really ask live people for references any more they look at various sites online to see reviews and complaints. Ripoffreport.com and pissedconsumer.com as well as Google.com are the new reference providers to the web save consumer. The problem is when you as a collection provider get a complaint in most cases the original creditor is named in the content of the complaint. They may be complaining about what your agent did or did not do but the consumer relates it as ABC collections who is collecting my Oak Hospital bill. How do you protect your client as well as yourself? I’ll show you.

Online reputation management is not new but it is new to debt collections, here is how it works. Lighthouse Consulting aggregates your good and bad consumer reviews from over 100 websites like Facebook, BBB, Twitter, Pissed Consumer and Google so your company can easily monitor what your customers are saying about you — in real-time!

You can hear every word stated about your business on Social media. Lighthouse Reputation Beacon is a service that automatically sends a review request to your company or the CEO’s cell phone, scoring new reviews for your business directly on Google and Facebook. Imagine a collection agency asking for consumer reviews, thats new! It will make your agency stand out.

Google your company right now, I’ll wait…… and if its indexed by google you’ll see google reviews which you can click on and see whats posted about your company. Most of you have never done this.

Lighthouse Reputation Beacon aggregates your reviews from top review sites. See what consumers are saying about your agency or law firm, in real-time.

With Lighthouse Reputation Beacon, your business can manage negative reviews with easy-to-use tools to address customer feedback quickly.  Your companies great reviews are collected from major sites are indexed by search engines for higher search ranking.

Watch a video here https://youtu.be/KrUNnJLocUk or Contact Phillip W. Duff at phil@lighthouseconsultinginc.com for more info

Maybe You Can Join Me In Cleaning Up The Collection Industries Online Reputation

Lighthouse Consulting wants every collection provider to make an effort to not only clean up their online reputation but actually create good reviews. And best of all we have a cost efficient way to do it. 

There are two parts to reputation management the first is to quickly respond to and negative reviews and second to create positive reviews. Lighthouse Consulting created a service that aggregates your good and bad consumer reviews from over 100 websites like Facebook, BBB, Twitter, Pissed Consumer and Google so your company can easily monitor what your customers are saying about you — in real-time!

You can hear every word stated about your business on Social media. Lighthouse Reputation Beacon is a service that automatically sends a review request to your company or the CEO’s cell phone, scoring new reviews for your business directly on Google and Facebook.

Google your company right now, I’ll wait…… and if its indexed by google you’ll see google reviews which you can click on and see whats posted about your company. Most of you have never done this. You will see something like this:

Lighthouse Reputation Beacon aggregates your reviews from top review sites. See what consumers are saying about your agency or law firm, in real-time.

With Lighthouse Reputation Beacon, your business can manage negative reviews with easy-to-use tools to address customer feedback quickly.  Your companies great reviews are collected from major sites are indexed by search engines for higher search ranking. And we can show you how to request and collect more positive reviews.

This service is priced less than $300 monthly! 

read more https://www.lighthouseconsultinginc.com/do-you-want-to-control-your-companies-online-reputation-on-all-the-top-consumer-reviewcomplaint-websites/ or Contact Phillip W. Duff at phil@lighthouseconsultinginc.com

Q: Why are you holding your company back? A: Its your limitations, the ones you set for yourself and your staff.

Where did you get these limitations from? 

Unfortunately you were taught these limitations by your bosses, the industry and your even your mentors. From the first day you entered the industry people told you what you can’t do or what was not allowed by regulations and seldom have they told you WHAT TO DO.

And there is a deeper layer here also, you have taught all the staff that work for you where the ceiling is. By your actions and reactions to suggestions and new ideas you have stifled the staff with your limitations. In fact you have ingrained them with all the same faults you have. If your successful you have likely done a great job at your brainwashing your staff to see the ceiling.

But aren’t boundaries a good thing? 

Yes but not ceilings. This is not a boundary issue its a issue that the decisions you are making are creating a ceiling that you cannot break through because you will not let yourself do so. You have created a false sense of well being knowing that you cannot pierce the ceiling and since you bump up against it often you must be doing a great job, but no.

Just because you are hitting the limitations you created for yourself and your staff does not mean anything but that. You have created and installed limitations that are hindering new ideas and strategies and its now a issue.

How do I break thru the ceiling? 

Find a better mentor. There are many ways to learn new behaviors but doing it with the help of an industry veteran that understands how to break through ceilings will be the best route. See you have to remember that you taught all the people that work for you where the ceiling is and they also believe they can’t pierce the top either. So changing the behavior of the company is a culture change that requires a professional.

How can someone else change the culture in my business? 

Professional consultants like myself have learned that culture change is what consulting is all about. Its not really about the changes in process or procedures its a change in the mindset of the company. I have told this story many times but my first consulting job in 2000 scared me to death, I was not sure if I was going to have better collection strategies than they were using. As it turned out the improvements were the easy part, they were staring me in the face, the idea of how to tell the owner that his business practices suck was the hard part.

I learned that day that culture change, from the CEO down is what consulting is all about. And it was about how to change the mentality of the company that made it work not the actual process and procedures that I suggested changing. The processes made the company more efficient and profitable but the change in culture was what made it grow and break through the ceilings it created for itself.

If you have created ceilings that are hindering you today give me a call.