The key to a positive collection approach is to put “People First”.  The principles in this approach include:

• Treat each consumer with professionalism and respect
• Ensure that all employees are trained with extensive interpersonal skills and a great positive mental attitude to deal with each account on a personal level
• Collection letters are properly written and approved and insured through the American Collectors Association
• Believe that every consumer wants to pay their bills
• Provide every possible convenience to the consumer to pay their bills including:
• The ability to pay online through the web site,
• The ability to call a toll free number 24/7 and make payment arrangements,
• Or even just coming into the office to speak about their account in person
• Create goodwill with consumers by:
• Rewarding collection specialists for receiving “thank you” letters from consumers
• Sharing positive experiences with staff to reinforce the goodwill

Keeping things positive and "People First" will maintain your company's good image and help consumers through these tough economic times, which means far fewer consumer complaints.