When the pandemic is over and in-person learning is accessible again, it’s unlikely people will ditch online learning.

When I was still a new agency owner, I had five main problems I wanted to solve, and over the past 15 years, I learned how to solve them.

This equation can drastically improve your overall attitude toward work, as well as recoveries. It will also decrease complaints to clients.

I want to show you how to use your voice to make a huge difference in our industry one call at a time.

Professionals across all industries and in all positions can benefit from communication training.

Understanding each of these zones is key on all collection calls.

We can combine humanity and collections. You can feel good about your job and remain empathetic.

Stick with me, and you’ll be a pro at decreasing the amount of missed payments at your agency in no time.

How would you like to step into the new year as the best version of you?

If you want to go from angry and overwhelmed consumers to receptive and calm consumers, all you need is a system.

Plain and simple, conversations with collectors impact consumers’ quality of life.

There are several ways to avoid compliance issues while simultaneously being empathetic.

To get you started on your journey toward stronger customer communications today, consider these 3 C’s.

As collectors, we want to be careful of counterfeit yeses – yeses that you later find out were actually no's.

Have you ever offered a consumer a solution and had it rejected because the person was still too upset to really hear you?

Your doors may be locked. Your business may be operating in ways you never thought it would operate.

When I provide collector training, a common consumer objection collectors bring up is when a consumer says his account is not a priority.

Like an athlete, collectors also have tools that are essential for their performance.

While failure is inevitable at times, success is nearly impossible without showing up.

It is possible to be both compassionate and profitable. It’s all about finding that “Goldilocks zone of connection.”