Call Flow, Cash Flow, and the Future of Collections
As we look to cultivate a new culture of empathy in the collection industry, one way to get there is by focusing on what creates connection
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bporter238
Jun 16, 20204 min
Collector Development Starts Right Here
Collector development that focuses on call flow and building consumer trust and motivation is going to be the norm in the coming years.
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bporter238
Jun 9, 20203 min
Three Things Consumers Wish Collectors Knew
In order for collectors to establish themselves as allies, they need to be able to put themselves in the shoes of the consumer.
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bporter238
May 26, 20204 min
Create Connection, Not Conflict
The best way I know to create massive success in the collections industry is to help consumers see collectors as allies - one word at a time
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bporter238
May 12, 20201 min
Avoid These Words in a Crisis
I’ve updated my Do-Not-Say list to include the phrases leaders should avoid in a crisis.
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bporter238
May 5, 20203 min
How to Talk to Your Customers During the Coronavirus Crisis
There is even more value in using the Communication Code in our conversations now.
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bporter238
Apr 28, 20203 min
Communicating During COVID: The Art of Asking Questions
I want to share a strategy that works great to keep your professional (and personal) relationships strong in a crisis.
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bporter238
Apr 21, 20203 min
Four Tips for Connecting With Customers Amid the Pandemic
The need for true human connection has never been greater.
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bporter238
Apr 14, 20202 min
We're All in This Together
One of the next steps to creating deeper connections and happier people is to help the people you talk to see you as an ally.
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bporter238
Apr 7, 20202 min
Communicating With Empathy in Times of Crisis
People remember the way you make them feel, especially in times of crisis.
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bporter238
Mar 17, 20202 min
Communication: When Expectation Doesn't Meet Reality
Have you ever wondered how a conversation can spiral out of control so quickly, even when you think you're being polite?
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bporter238
Mar 10, 20202 min
Create Less GRRR
One of my favorite pieces of feedback I ever received from a trainee was how after implementing my Communication Code, people had less GRRR.
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bporter238
Mar 3, 20202 min
Why Your Business Needs Communication Training
Communication training at my agency led to happier consumers, more confident team members, higher revenue, and more consistent messaging.
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bporter238
Feb 18, 20202 min
The Conflict Pyramid: What Happens During Customer Conflicts
What happens when things aren't going right between a business and its customers? Enter the Conflict Pyramid.
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bporter238
Feb 11, 20202 min
Real-Life Application of the Communication Code
Not too long ago, a podcast host researched the communication strategy I created and earned $3,000.
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bporter238
Feb 4, 20203 min
Three Qualities of a Super Connector
Do you know someone who is a super connector?
You can be that person too!
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bporter238
Jan 28, 20202 min
Common Roadblocks With the Action Statement (Step 3 of the Communication Code)
When I train business professionals on the Communication Code, specifically the action statement, these roadblocks almost always come up.
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bporter238
Jan 14, 20202 min
More on Navigating the 'No'
The goal in our customer and client conversations is to move the conversation forward by stating what we need or can do.
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bporter238
Dec 31, 20192 min
What Do These Three Persuasion Methods Have to Do With Sales?
Every decision in business ultimately comes down to one key component.
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bporter238
Dec 24, 20192 min
Another Common Question: Why Are 'However' and 'Unfortunately' on the Do-Not-Say List?
Another frequent question I receive that I want to address is why the words "However" and "Unfortunately" are on my Do-Not-Say list.
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