Henry Ford said, “Whether you think you can or whether you think you can’t, you’re right.” We all understand this axiom and the value of a positive mental attitude. In the collection industry, we hear “no” (and much worse) so consistently, that it can be quite challenging to maintain the positive attitude needed for success.
Even the best collectors hear “no” far more often than they hear “yes.” Collectors can easily fall into a pattern of learning to expect non-payment before the call even gets underway. This is one of the worst habits a collector can form. If a collector thinks the debtor is not going to pay, then odds are greatest that the debtor will not pay.
It is so important to teach collectors to approach each and every call with a “clean slate.” No matter how many times a collector may hear “no,” they must go into every call expecting a “yes.” “Shrugging off” any irritation, disappointment, or frustration from a previous call or calls may seem simple but it can mean the difference between failure and success. If a collector goes into a call expecting a negative outcome, they have lost before they have even dialed the number.
Knowing how important a role attitude plays in collection calls is only the first step. Every collector has to find techniques that work for them. The next step is incorporating those techniques into a collector’s workflow. Have collectors focus on “wiping the slate clean” after every negative call and soon it will become their automatic response to any negativity. This automatic response will ensure collectors begin each call equipped for success with a positive attitude.
This is not just a formula for success in collections. Learning to overcome negativity and move forward with a positive attitude also helps us be successful in life.