For years we have understood that the best collectors can connect with folks even if those people wish to communicate differently than the collectors’ preferences. This connection comes from an experienced collector understanding they need to adjust their approach so the consumer they are talking to is comfortable. Once both parties are comfortable real communication can be had, and progress can be made.
Today’s technology and regulations create the boundaries of what is possible. The trick is to discover what will build a relationship of trust for your consumers. My dentist sends me emails, texts, and phone calls to verify my appointment, get me checked in, and bill me for the work done. Although sometimes annoying, it is also a comfort to get more than one communication to confirm the legitimacy of the communications. It also offers multiple ways for me to check in or pay my bill.
Successful organizations are experimenting with technology to learn what is comfortable and motivating for consumers to engage and pay. There isn’t a one-size fits all approach, but a good process capitalizes on our willingness to learn, experiment, and adjust. Like before, our adaptability creates a path to success.