Browsing Tag complaints

Get Your Act in Gear: Why the increased use and popularity of social media will cause you to re-think your quality monitoring program

Everyone loves a good story. And when it comes to bogus, harassing, and zombie debt collectors, you can bet those stories are warmly embraced. Even if you are relatively new to the collections industry you know that not a week goes by without some news outlet reporting on our industry—and seldom in a positive manner. Sure, there are agencies raising money for charities, donating to good causes, and working hard to put positive energy in the world, but sadly, those stories simply don’t garner the love they deserve.

In the future, our industry will likely continue to see an increase in negative media coverage, but this additional attention won’t necessarily come from the traditional mainstream media Goliaths. Instead, it will come from the consuming public through social media outlets such as Twitter, Facebook, YouTube, MySpace, online forums, and personal blogs. While consumer use of these types of outlets to voice frustrations may not be anything new (I remember reading rants about companies in chat rooms on AOL as far back as 1997!), they are increasing in popularity, and today the hundreds of social media outlets provide customers with an abundance of convenient and easy-to-use avenues for sharing their thoughts and frustrations with millions of fellow consumers.

Recent statistics indicate that there are more than 400 million active users on Facebook, (with more than 50 percent checking in every day), and more than 20 million on micro-blogging outlet Twitter. And let’s not forget about the thousands of readily accessible blogs and forums. Indeed, the avenues are open for business and people are exploring those routes.

Two years ago I was watching the evening news when a story aired about a woman whose bank had increased her credit card interest rate. The customer used her laptop and webcam to record a nearly five-minute long rant about how a major player in the banking industry had increased her rate even though she was a customer in good standing. She then uploaded the video to YouTube. Seemingly overnight the video went viral and within days she was contacted by the bank with offers to reduce the rate. To date that video has over a half-million hits. Clearly she got the bank’s attention.

Last year you may have read the The Wall Street Journal’sarticle about how Swiss food giant Nestlé was getting cyber-bullied over allegations that it purchases palm oil from a company that clears rain forests to make way for palm plantations. The result: Nestlé’s Facebook fan page got doused in negative comments and group membership ballooned to more than 96,000 members, Twitter lit up with less than ideal tweets, and grassroots videos were posted on YouTube. The company has since re-examined its sourcing practices, and invested much time, money, and energy to deal with the social media onslaught.

Clearly, there is power in social media. 

The world of debt collections is not exempt. Consumers are already taking their fight online and making their voices heard, even going so far as to upload recorded telephone conversations so that fellow consumers can have a listen. There’s the growing Facebook group, “I Hate Bill Collectors” with over 200 members, and recorded calls on YouTube which have garnered over 30,000 hits. Each day forums fill with rants about the industry and how aggressive collectors run rampant.

Our industry has always been on the lookout for those consumers who bait collectors in an attempt to secure a settlement or initiate a lawsuit, but now social media channels are leaving many companies vulnerable to Cyberspace.  For collection agencies that means collectors who behave in a way that is unbecoming of a professional can have their dirty laundry aired in front of a worldwide audience. And, in addition to a possible settlement or lawsuit, the increased exposure can be costly and require considerable energy to clean up.

With no signs of slowing down, the increased popularity should be a warning to all agencies to ensure that training and quality assurance programs are in top shape. If you’re running a bare-bones program, now is a good time to re-examine and overhaul the quality monitoring life-cycle in your shop before it’s too late.  While it might not eliminate all worry, a proper quality assurance program can greatly reduce errors, promote compliance, increase collection results, and lead to higher levels of customer and client satisfaction. It sends staff, clients, and consumers the message that your company is interested in doing things right. It means that there will be fewer opportunities for customers to expose and exploit.

The bottom line is this: Today’s collectors have to be compliant, professional, and ethical. Anything else could cause a social media onslaught that your firm wants nothing to do with. It shouldn’t take the fear of exposure to encourage you to enhance—or in some cases implement—your quality assurance program. The program should be implemented because it helps ensure compliance, fosters commitment to client objectives, and can lead to increased collection results.

Question: What are you doing to educate your collectors on how consumers are using social media to fight back against collectors? 

March 21, 2011 By : Editor Category : misc Tags:, , ,
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FDCPA and Other Consumer Lawsuit Statistics, February 1-15, 2011

FOR IMMEDIATE RELEASE: 

Grand Rapids, MI (March 1, 2011) – The following statistics are provided to the ARM industry courtesy of WebRecon LLC. 

FDCPA and Other Consumer Lawsuit Statistics, February 1-15, 2011

There were about 466 lawsuits filed under consumer statutes in the first half of February 2011. Here is an approximate breakdown:

  • 456 FDCPA
  • 57 FCRA
  • 24 TCPA
  • 17 TILA 

Summary:

  • Of those cases, there were about 500 unique plaintiffs (including multiple plaintiffs in one suit).
  • Of those plaintiffs, about 137 had sued under consumer statutes before.
  • Combined, those plaintiffs have filed about 917 lawsuits since 2001
  • Actions were filed in 103 different US District Court branches.
  • About 444 different collection firms and creditors were sued.

The top courts where lawsuits were filed:

  • 32 Lawsuits: Illinois Northern District Court – Chicago
  • 23 Lawsuits: California Central District Court – Western Division – Los Angeles
  • 22 Lawsuits: Pennsylvania Eastern District Court – Philadelphia
  • 19 Lawsuits: Colorado District Court – Denver
  • 18 Lawsuits: California Southern District Court – San Diego
  • 16 Lawsuits: Minnesota District Court – Dmn
  • 16 Lawsuits: Florida Middle District Court – Orlando
  • 15 Lawsuits: Connecticut District Court – New Haven
  • 13 Lawsuits: Florida Southern District Court – Fort Lauderdale
  • 13 Lawsuits: Michigan Eastern District Court – Detroit

The most active consumer attorneys were:

  • Representing 15 Consumers: David Michael Larson
  • Representing 15 Consumers: Daniel A. Edelman
  • Representing 13 Consumers: Craig Thor Kimmel
  • Representing 12 Consumers: Sergei Lemberg
  • Representing 11 Consumers: J Phillip Bott
  • Representing 11 Consumers: Daniel S. Blinn
  • Representing 10 Consumers: Andrew I. Glenn
  • Representing 9 Consumers: Lara Ruth Shapiro
  • Representing 9 Consumers: John Thomas Steinkamp
  • Representing 9 Consumers: James D. Pacitti

Statistics Year to Date:

1348 total lawsuits for 2011, including:

  • 1299 FDCPA
  • 161 FCRA
  • 76 TILA
  • 80 TCPA

Number of Unique Plaintiffs: 1402 (including multiple plaintiffs in one suit)

The most active consumer attorneys of the year:

  • Representing 43 Consumers: Craig Thor Kimmel
  • Representing 32 Consumers: David Michael Larson
  • Representing 27 Consumers: John Thomas Steinkamp
  • Representing 26 Consumers: Lara Ruth Shapiro
  • Representing 23 Consumers: Daniel A. Edelman

About WebRecon LLC: Creditors and collection firms use WebRecon’s services to easily segregate predictably litigious consumers from their databases. A significant percentage of consumer litigation is initiated by the same consumers over and over again, and screening them out of the general population can reduce lawsuits by as much as a third.

For more information, please contact:

Jack Gordon, CEO
WebRecon LLC, The FDCPA Litigant Alert
Web: www.WebRecon.com
Email: admin@webrecon.net
Phone: (616) 682-5327

###

March 1, 2011 By : Editor Category : industry news Tags:, , , , ,
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Getting FDCPA Complaints Dismissed Using Twombly And Iqbal

 

By Attorney Tomio B. Narita | Simmonds & Narita, LLP

FDCPA lawsuits are being filed by the thousands in federal courts across the country, and a lot of the complaints look strangely similar.  These complaints are long on legal conclusions, but short on facts describing what allegedly happened to the consumer and when.  Many complaints do little more than identify the parties and assert that various sections of the Act have been violated.  Is this enough state a valid FDCPA claim?  Not anymore.

For years, the conventional wisdom was that filing motions to dismiss in federal court was usually a waste of time and money, because the notice pleading standards were so liberal.  More recently, however, collectors have successfully obtained dismissals of formulaic FDCPA claims, relying on the Supreme Court’s decisions in Bell Atl. Corp. v. Twombly, 550 U.S. 544 (2007) (“Twombly”) and Ashcroft v. Iqbal, 129 S. Ct. 1937 (2009) (“Iqbal”).  Armed with the more exacting analytical framework established Twombly and Iqbal, district courts across the country have been taking a closer look at the FDCPA complaints that are flooding their courthouses.  The courts appear to be granting motions to dismiss with increasing regularity. 

 Under Rule 12(b)(6) of the Federal Rules of Civil Procedure, a complaint may be dismissed if it fails “to state a claim upon which relief can be granted.” Fed. R. Civ. Proc. 12(b)(6).  The Federal Rules of Civil Procedure provide little guidance on what a plaintiff must do to “state a claim” for relief, other than Rule 8, which says that a complaint must set forth a “short and plain statement of the claim showing that the pleader is entitled to relief.”  Fed. R. Civ. Proc. 8(a)(2).  For years, federal courts emphasized that this was an extremely “liberal” pleading standard, and until recently, the leading Supreme Court case on the subject, Conley v. Gibson, 355 U.S. 41, 45-46 (1957), was repeatedly cited for proposition that no motion to dismiss should be granted “unless it appears beyond doubt that the plaintiff can prove no set of facts in support of his claim which would entitle him to relief.” Id.  

All of this changed recently, however, beginning with the Supreme Court’s decision in Twombly, which expressly rejected the “no set of facts” language used in ConleySee Twombly, 550 U.S. at 562-63.  The Court clarified that although “detailed factual allegations” are not required at the pleading stage, “labels and conclusions, and a formulaic recitation of the elements of a cause of action will not do.”  550 U.S. at 555.  The complaint must contain factual allegations, and they “must be enough to raise a right to relief above the speculative level.”  Id.  There must be sufficient facts plead to state a claim to relief that is “plausible on its face.”  Id. at 570.

The Court refined its analysis even further in Iqbal, where it reiterated that Rule 8 of the Federal Rules of Civil Procedure requires “more than an unadorned, the-defendant-unlawfully-harmed-me accusation.”   See Iqbal, 129 S. Ct. at 1949. Only a complaint that states “a plausible claim for relief” can survive a motion to dismiss.  Id.  “A claim has facial plausability when the plaintiff pleads factual content that allows the court to draw the reasonable inference that the defendant is liable for the misconduct alleged. . . . The plausability standard is not akin to a ‘probability requirement,’ but it asks for more than a sheer possibility that a defendant has acted unlawfully.”  Id.  A complaint that contains facts which are “merely consistent with” defendant’s liability is not sufficient, because it “stops short of the line between possibility and the plausibility of entitlement to relief.  Id.  (citations and quotation marks omitted). 

The court should not assume the truth of legal conclusions in the complaint.  See Iqbal at 1949.  Thus, the first step when evaluating a motion to dismiss is to identify the legal conclusions, because they “are not entitled to the assumption of truth.  While legal conclusions can provide the framework of a complaint, they must be supported by factual allegations.”  Id. at 1950.  Next, with respect to any “well-pleaded factual allegations” in the complaint “a court should assume their veracity and then determine whether they plausibly give rise to an entitlement to relief.”  Id.  The determination of whether a plausible claim for relief has been stated is “a context-specific task” that requires a court to “draw on its judicial experience and common sense.”  Id.  The Ninth Circuit recently observed:  “In sum, for a complaint to survive a motion to dismiss, the non-conclusory factual content, and reasonable inferences from that content, must be plausibly suggestive of a claim entitling the plaintiff to relief.”  Moss v. U.S. Secret Service, 572 F.3d 962, 969 (9th Cir. 2009) (internal quotation marks omitted).   

District courts located across the country have used Twombly and Iqbal to dismiss FDCPA claims that merely contain formulatic allegations commonly used by consumer attorneys.  See, e.g., Jackson v. ASA Holdings, LLC, _ F.Supp.2d _, 2010 WL 4449367, *6 (D.D.C. Nov. 8, 2010) (dismissing section 1692d claim where complaint “does little more than parrot the language of the statute in conclusory fashion”); Brown v. Hosto & Buchan, PLLC, _ F.Supp.2d _, 2010 WL 4352932, *5 (W.D. Tenn. Nov. 2, 2010) (dismissing section 1692c(a)(2) claim that merely recited “the statutory language almost word for word.”); Franke v. Global Credit and Collection Corp., 2010 WL 4449373 (D. Conn. Nov. 1, 2010) (dismissing complaint that was “bare of any specific facts that would support a claim” under sections 1692d, 1692e, 1692f or 1692g); Sierra v. Rubin & Debski, P.A., 2010 WL 4384216, *2-3 (S.D. Fla. Oct. 28, 2010) (allegations that collector filed suit with proper documentation to support the debt did not state a claim under section 1692d or 1692f); Lopez v. Rash Curtis & Assoc., 2010 WL 3505079, *2-3 (E.D. Cal. Sept. 3, 2010) (allegations that defendant was a “debt collector” who falsely threatened to sue, garnish the plaintiff’s wages and add $10,000 in legal fees to the debt did not state a claim under section 1692e or 1692f of the FDCPA); Clemente v. IC Systems, Inc., 2010 WL 3855522, *1-2 (E.D. Cal. Sept. 29, 2010) (allegations that Plaintiff does not owe the money, yet Defendant “constantly and continuously places collection calls seeking and demanding payment” and “hangs up before Plaintiff or Plaintiff’s voicemail answers” failed to state a claim under section 1692d(5) of the FDCPA:  “defendants cannot be expected to craft a responsive pleading when plaintiff fails to allege the date or contents of even one call that defendant allegedly made.”) (citation and quotation marks omitted); Velazquez v. Arrow Financial Services LLC, 2009 WL 2780372, *1-3 (S.D. Cal. Aug. 31, 2009) (allegations that defendant filed suit on a debt that was not owed, without reasonable investigation into debt, and knowing it would be unable to prove its case, did not state claim under section 1692e(2), e(5) or e(10) of FDCPA); Dokumaci v. MAF Collection Services, 2010 WL 1507014, *1 (M.D. Fla. April 14, 2010) (dismissing complaint that failed to plead sufficient facts suggesting plaintiff was a “debtor” and that defendant was a “debt collector”); see also Zigdon v. LVNV Funding, LLC, 2010 WL 1838637, *12 (N.D. Ohio April 23, 2010) (under Iqbal, FDCPA class action complaint contained insufficient factual allegations to support equitable tolling or fraudulent concealment).

The Eastern District of California has repeatedly refused to enter default judgments in favor a well-known consumer law firm, because under Twombly and Iqbal, that firm’s FDCPA complaints have not met the minimum pleading requirements.  See Johnson v. National Recovery Group, LLC, 2010 WL 1992636, *2 (E.D. Cal. May 14, 2010) (“the Court finds that the merits and sufficiency of the Complaint are severely lacking.  This is a recurring issue with Plaintiff’s counsel.  Indeed, the Court recently and repeatedly cautioned Plaintiff’s counsel about insufficient, conclusory allegations in similar FDCPA actions. . . . It is apparent that the Court’s previous admonitions have gone unheeded, because the Complaint and claims in this action suffer from even greater deficiencies.”).  The court in Johnson held, for example, that an allegation that “Defendant constantly and continuously placed collection calls to Plaintiff seeking and demanding payment for an alleged debt” was insufficient to state a claim under section 1692d(5) of the FDCPA, because “the factual allegations fail to identify (1) the ‘called number,’ (2) the number of calls made to demonstrate repeated, constant and/or continuous calls, (3) when the calls were made and over what period of time, (4) the content of the conversations, if any, (5) the alleged debt, and (6) the link between the caller and the Defendant debt collector.”  Id. at *3.

The Supreme Court’s decisions in Twombly and Iqbal provide district court judges with a powerful screening device to help weed out FDCPA claims that lack facial plausibility.  Collectors should consider filing motions to dismiss when they are served with FDCPA complaints that do little more than track the language of the Act and claim that the collector violated it.

ABOUT THE AUTHOR

Tomio is a partner of Simmonds & Narita LLP, www.snllp.com, a California law firm specializing in defending claims arising under the Fair Debt Collection Practices Act, the Fair Credit Reporting Act, and the Rosenthal Act. He has served as lead counsel defending scores of class actions and representative actions in state and federal courts in California and across the country. A member of the California Bar, Tomio is also admitted to the United States Supreme Court, the Second, Third and Ninth Circuit Courts of Appeals and all District Courts of California. Tomio is regularly invited to speak at collection industry events, discussing issues arising under the FCRA and FDCPA. He is a member of the American Bar Association (Vice Chair, Debt Collection Practices and Bankruptcy Subcommittee of Consumer Financial Services Committee), ACA International (Chair of the MAP Committee, 2009-10), the National Association of Retail Collection Attorneys (Associate Member; Member of the Amicus Committee), and the Bar Association of San Francisco.

Note: This article was originally published on the FDCPA Defense Blog and is republished with permission from the author. The opinions expressed in this article are the views of the writer and do not necessarily reflect the views and opinions of collector mentor.
December 5, 2010 By : Editor Category : misc Tags:, , ,
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Broaden Your Perspective – cm Challenge 10/04/10

THE LESSON

A couple of weeks ago Mike Ginsberg shared his thoughts on what he gets out of attending industry conferences: “My primary objective is always the same for every trade show that I attend:  I set out to speak to as many people as possible so I can walk away with as broad a perspective as possible about the current affairs of the ARM industry.”

While people attend industry events for a mix of reasons, I personally subscribe to Mike’s philosophy. I want to broaden my perspective.

In late September, I had the honor of speaking at the ACA of Texas’ 63rd Annual Conference & Southwest Exposition, and instead of hitting the town after my presentation, I made it a point to stick around and attend as many sessions as I could in an effort to more fully understand the issues, challenges, and concerns currently facing the collection industry and agency owners. And, I’m glad I did. I learned new information about data security, virtual collections, and customer complaints. I left more knowledgeable than when I arrived. My perspective was broadened. Mission accomplished.

This week you have the opportunity to broaden your perspective without spending thousands of dollars to fly halfway around the country to attend an industry conference. On October 6, 2010 from 10am to 6pm, EST insideARM.com will host EXPO 10.6.10. It’s free and it’s virtual. You can attend from your office, a Starbucks, or while sitting on your couch in your pajamas. No lost luggage. No missed flights. Nobody telling you, “It’s not in the budget.”

Don’t mistakenly believe that this event is just for C-Suite executives. If you’re currently working on the frontline, or are swimming in the waters of middle management, this event is especially important for you. Let’s face it—your company probably won’t be sending you offsite any time soon. Quite frankly, it’s too expensive and turnover suggests you won’t be around long enough for them to recoup their return on investment.

This is a catch-22, because to learn the language of the C-Suite and move up the ladder you have to discover as much about the industry as you can. Thankfully, this week, you have that opportunity. 

You will be able to network and meet new people, catch up with old friends, check out the latest vendor offerings, and take advantage of three educational webinars (complaint management, headline risk, and collector incentive programs). All of which will allow you to do one very important thing: broaden your perspective.

THE CHALLENGE

I’ve had the opportunity to work with, learn from and interview some great leaders over the years. When I ask what their secret to success has been, it always boils down to the same thing: Take advantage of every available resource in an effort to learn, grow, and continually broaden your perspective.

This week your challenge is to take advantage of at least one of the three educational webinars at Expo. Then come back here and share what you’ve learned in the comments section below.

THE REFLECTION

1.    What do you think about the virtual expo design and setup?
2.    Did you make any new connections or catch up with an old friend?
3.    What did you learn in the educational session you attended?
4.    Did you learn about any new products?
5.    How did you broaden your perspective?

I’ll be there. Will you?

Gary Jensen
Editor | collector mentor

To download companion worksheets to use with The collector mentor Challenge, please visit www.collectormentor.com/thechallenge.

October 5, 2010 By : Editor Category : mentor challenge spotlight Tags:, , , ,
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Weekly Top 10 – Week of September 26, 2010

Each week we bring you 10 of our most favorite stories from around the industry.
Week of September 26, 2010
1. insideARM.com Announces the Best Places to Work in Collections 2010

(insideARM.com, 10/01/10)

The list includes 27 accounts receivable management (ARM) firms that braved a grueling judging process conducted by the Best Companies Group.”

2. Fightin’ Words: MSN Money Sucker Punches Debt Collectors

(insideARM.com, 09/28/10)

The debt collection industry found itself on the receiving end of two black eyes last week, each blow delivered at the hands of a major mainstream media outlet.  And although the enduring, collective harm done to the reputation of ARM companies in the two instances will vary in degree and kind, both events merit a response from anyone reading this blog.”

3. Media Reports Blacken Eye of Entire ARM Industry

(insideARM.com, 09/29/10)

And now to the industry’s other black eye: an ugly contusion, principally of its own making. (Read about the first black eye)”

4. Those  who complaint – what a blessing 

(insideARM.com, 9/29/10)

This may sound heretical to members of the ARM Industry, which for the past three years has been the target of more FTC consumer complaints than any other category of business…beyond even the used car salesman!”

5. Cushman vs. GC Services, L.P.

(Leagle.com, 09/30/10)

The district court granted GC’s motion for summary judgment with respect to Cushman’s DTPA claim, denied it with respect to her TDCPA claim, and ultimately directed a verdict in favor of GC on one of Cushman’s FDCPA claims. After the jury returned a verdict in favor of GC on the remaining FDCPA and TDCPA claims, the district court denied Cushman’s motion for a new trial. For the following reasons, we affirm.”
6. Lawyer Fights $276 in Late Fees & Foreclosure Threat, Over a Penny

(Courthouse News Service, 10/01/10)

An attorney claims his Hawaiian timeshare company charged him $276 in late fees and threatened to foreclose on his property because he owed it a penny. Jonathan Dorman says the Kahana Beach Vacation Club subjected him to abuse and threats until he wrung from it the information that it was charging him 20 months of late fees for a penny – which a supervisor said “appeared to be the result of a computer glitch.”

7. Stay Off the Hook for TCPA Claims

(Law.com, 10/01/10)

Automatically dialing cell phones could land your company in court and cost you millions, with a growing number of cases alleging violations of the Telephone Consumer Protection Act (TCPA) …”

8. Air Cuomo, Times Two

(NYDailyNews.com, 09/29/10)

The first ad, produced by Jonathan Cranin, “profiles Michelle Minton, a Republican mother of two from Buffalo. Michelle was harassed and threatened by a predatory debt collection company for a $4,400 bill she didn’t owe. Andrew Cuomo went after the company and had the people behind the threatening call arrested. As Attorney General, Cuomo has been a leader in cracking down and prosecuting predatory debt collectors who illegally harass New Yorkers.”
9. Franken Introduces Bill to Amend FDCPA, Raise Fines for Violations

(insideARM.com, 09/30/10)

After teasing it earlier in the week, Senator Al Franken formally filed a bill that would amend the FDCPA. The proposal includes adjusting violation liability limits to inflation. And the bill appears to have at least one Republican supporter.”

10. Fair Debt Attorney Sergei Lemberg Applauds Sen. Al Franken’s S. 3888, “The End Debt Collector Abuse Act”

(PRWeb.com, 09/30/10)

Fair debt attorney Sergei Lemberg today announced his support for S. 3888, “The End Debt Collector Abuse Act,” and applauded Senators Al Franken (D-MN) and George LeMieux (R-FL) for introducing legislation that would amend the federal Fair Debt Collection Practices Act. “Consumers have been subjected to unprecedented levels of abusive debt collection practices,” said Lemberg. “Congress must step in and shore up the FDCPA to further protect consumers against predatory debt collectors.”

October 1, 2010 By : Editor Category : weekly review Tags:, , , , ,
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Avoid Certain Meaningless Phrases – cm Challenge 09/28/10

THE LESSON

Last week’s challenge, One Word at a Time, encouraged us to improve our communication skills by strengthening our vocabulary. I suggested using Merriam-Webster’s “Word of the Day” email as a tool to help us do just that. If you took the time to sign up, then the word “phatic” hit your inbox this past Sunday. And, it is that word which inspired this week’s challenge.

Merriam-Webster defines the word phatic as “speech used for social or emotive purposes rather than for communicating information.”

An example of a phatic statement would be when someone asks you in passing, “Hey, how’s it going?”

If you are like most people, either you reply with a quick one-word answer (e.g., “good”) or with a question of your own (e.g., “Hi, how are you?”). Neither of you expect the other person to provide a long-winded response. In fact, you might not expect a response at all. It is merely a kind gesture.

I have monitored hundreds of collection calls over years, and there is one phatic statement that can be problematic even for the most experienced collectors. That statement: How are you today?

Collectors often inject this statement during the introduction as a way to break the ice and gently ease into the real conversation. The opening, however, is the most important part of the call and my experience has taught me that this one phrase can cause a call to get off track, especially when a consumer provides a less than favorable response, such as, “I’m doing horrible.” When this happens many collectors reply with a quick and heartless, “I’m sorry to hear that” and then launch right into a demand for payment.

Lots of collectors, especially the inexperienced among us, struggle to recover and redirect the conversation when a consumer responds in the negative, which is why I encourage collectors to think twice about using the phrase during the introduction. It sounds harmless enough, but few consumers believe you truly care about how they feel, even if you really do, and some consumers will use that phrase as an opportunity to attack the collector.

With that said, if the collector has an existing working relationship with the consumer, using that phrase can actually be beneficial to the conversation.

THE CHALLENGE

The bottom line is that in the absence of an existing working relationship using the phrase can create an awkward (and unnecessary) moment during the most important part of the call. Collectors should think twice about using it. Those who insist, however, must commit to mastering appropriate handling strategies to deal with negative responses.

This week, take a moment to analyze your introduction. If you use the phatic statement “How are you?” during the opening of your calls, assess the results it produces. If you find yourself at a loss for words when consumers provide negative responses, put some thought into how you can use their responses to redirect the conversation in an effective manner, or simply stop using the phrase altogether.

THE REFLECTION

1.    Do you think the question “How are you doing today?” causes problems in the opening of the call? Why or why not?
2.    How do you recover when you ask a consumer how they are doing and they respond with an unfavorable answer?

Stay cool, calm, and collected,

Gary Jensen
Editor | collector mentor

To download companion worksheets to use with The collector mentor Challenge, please visit www.collectormentor.com/thechallenge.

September 28, 2010 By : Editor Category : mentor challenge spotlight Tags:, , , ,
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Economic Aftershocks: Managing Risk on Your Collection Floor in 2011

Economic Aftershocks: Managing Risk on Your Collection Floor in 2011

Live Webinar

September 21, 2010 1pm EDT/12pm CDT

Duration: 75 minutes

Cost: $79 USD

Reserve your seat today!

The economic collapse that influenced creditors and collection agencies over the past 18 months had varying effects. More consumers (and businesses) fell behind on obligations, some for the first time ever, and many companies were forced to do more with less.

According to the latest insideARM.com Confidence Survey:

  • More than 50% of agency executives reported moderate to large increases in placements during the 2nd quarter.
  • 26.6% are accepting more payment arrangements (meaning the relationship with the customer will be extended as a result).
  • Even though placements are on the rise, 22.9% of agencies, 19.6% of creditors, 22.2% of law firms, and 16% of debt buyers eliminated jobs in 2Q 2010.

With placements, complaints, and lawsuits on the rise, collection executives must ensure their operation is adequately prepared to weather the storm as we head into 2011. This is especially true for those companies that have cut jobs and are now being forced to do more with less.

What You will Learn in Part 2

Attend The Perfect Storm - Economic Aftershocks: Managing Risk on Your Collection Floor in 2011 right from your computer on September 21st to receive these key takeaways: 

  • Understand why a formal complaint system is important and the benefits it offers your collection business.
  • Review complaint handling best practices and identify implementable practices that support your business philosophy and vision.
  • Learn a systematic approach for implementing a formal complaint system at your agency.
  • Familiarize yourself with quality assurance monitoring best practices to reduce compliance risk while increasing collections and customer service.

About the Presenters:

Jaci Minges, Training & Quality Assurance Manager, Security National Automotive Acceptance Corporation

Jaci is the Training & Quality Assurance Manager of Security National Automotive Acceptance Corporation. Jaci has been in the ARM industry for 9 years. She is responsible for training and development of new and existing employees through formal and as well as informal training methods, quality assurance and compliance throughout the call center (customer service, collections and recovery), and dialer administration. She is currently working on earning her MS.Ed. and is a member of the ACA (Creditor’s International) and the American Society of Training and Development.

John McNamara, Chief Marketing Officer, LiveVox

Chief Marketing Officer for LiveVox and director and founder of Fidelis Recovery Solutions, Inc, John McNamara is a 27-year industry veteran with experience in all phases of collection and recovery operations with intense focus on technology applications, call center optimization and compliance management.

Prior to joining LiveVox, John was COO for AMO, SVP of Operations for Nationwide Credit/ACB and VP of Operations for United Recovery Systems, LP.

John is a frequent speaker/panelist/consultant and author addressing key issues and trends in the collection industry. John was recently named to Collection Advisor magazine’s list of the Top 50 Most Influential Collection Professionals for 2006. In 2007, John was appointed Vice President and Board Member of the Georgia Collectors Association. John was inducted into the Gerson Lehrman Group GLG Leaders Program in 2008, and John is the 2009 winner of the ACA Kurt Swersky award for leadership.

John is currently Chairman of the ACA Affiliate Committee, Board Member for collector mentor and member of the ACA Technology Committee.

John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance. Lastly, John is a long suffering Kansas City Chiefs fan and a diehard Kansas Jayhawk.

Gary Jensen, Founder & Chief Learning Officer, Skills World

Gary Jensen is the founder and chief learning officer of Skills World – a training , coaching, and consulting company which specializes in serving members of the credit and collection industry. Gary has twelve years of industry experience and is a former ACA Certified Instructor, past member of ACA’s esteemed Education Council, and former ACA National Director.

Gary is also the creator and editor of collector mentor™ – the credit and collection industry’s premier training aid for frontline industry professionals. He has appeared as a guest speaker at several industry events and his articles and advice have appeared in many of the industry’s leading publications.

This is a lesson that all collection executives must have!

Reserve your seat today and then get ready for Part 3 – The Social Media Swarm on October 26 at 1pm EDT.

Session Three Preview:

  • Discussion of how social media is affecting business.
  • Review of the popular social media tools and how consumers are using them to voice their frustrations.
  • What strategies you can use to stay on top of the social media buzz.
September 17, 2010 By : admin Category : industry news Tags:, , , , ,
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Treat Complaints as a Gift – cm Challenge 08/25/10

 

THE LESSON – TREAT COMPLAINTS AS A GIFT

In late June, Apple launched the highly anticipated iPhone 4 and sold 1.7 million new phones within the first three days, nearly doubling previous iPhone product launches. In fact, pre-orders for the new iPhone allowed AT&T to have its busiest day ever for online sales (so much so that AT&T’s servers crashed). While it appeared that this product launch would go down in history as a huge success, it was only a matter of hours after the phones officially arrived in the hands of consumers that complaints about reception started to rear their head. The iPhone 4’s new design can cause significant reception problems if held in a certain manner (now dubbed “the death grip”). In response to one customer, Apple CEO Steve Jobs wrote in an email, “Just avoid holding it that way.” I could be wrong, but I am guessing that wasn’t quite the response the customer expected to receive, especially from a company as cool as Apple.

Watching the Apple saga unfold has really got me thinking about how we view customer complaints. Let’s face it. The credit and collection industry is ripe with complaints and proper complaint handling is an important part of our job.

In the popular book, A Complaint is a Gift (second edition), authors Janelle Barlow and Claus Moller encourage companies to change their perspective on complaints, and instead of seeing complaints in a negative light, see the complaints as something more positive—as a gift.

According to the authors:

Complaints are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service style, or market focus to meet the needs of their customers—who, after all, pay the bills. It is time for all organizations to think of complaint handling as a strategic tool—an opportunity to learn something about products or services that maybe they did not already know—and as a marketing asset, rather than a nuisance, a cost, and a royal pain.”

The book describes a complaint as:

… statements about expectations that have not been met. They are also, and perhaps more importantly, opportunities for an organization to reconnect with customers by fixing a service or product breakdown.”

It can be all too easy to view complaints negatively. After all, while some complaints are legitimate, many are not, and sadly, some consumers simply want to get their squeaky wheel greased. Regardless, a complaint is a complaint, and a dissatisfied consumer will certainly share their frustration with others (e.g., FTC, Better Business Bureau, online blogs, Attorney Generals, clients, etc.).

The book goes on to state that:

When customers feel dissatisfied with products and services, they have two options: they can say something or they can walk away. If they walk away, they give organizations virtually no opportunity to fix their dissatisfaction. Complaining customers are still talking to us, giving us an opportunity to recapture their interest …”

THE CHALLENGE

Don’t worry, your challenge this week is not to read the book (although that wouldn’t be a bad idea). Your challenge is actually much more difficult than that. This week your challenge is to view each complaint as a gift and use the opportunity to recapture the interest of your customers.

Here are four things you can do with your gifts this week:

  1. Thank the person for giving the gift to you.
  2. Be appreciative, even if you don’t necessarily like the gift.
  3. Be determined to do something useful with the gift.
  4. Invite the person to give you more gifts in the future.

For extra credit, spend a few minutes watching Janelle talk about philosophy on complaint handling:

THE REFLECTION

1.    What do you think is the most important part of complaint handling?
2.    Does your company have a formal complaint handling policy?
3.    When you have a complaint about a product or service, how do you expect it to be handled?
4.    How do you deal with frivolous consumer complaints?
5.    Were you able to improve a business processes because of the gift you received?

Unwrap and enjoy!

Gary Jensen
Editor |
collector mentor

To download companion worksheets to use with The collector mentor Challenge, please visit www.collectormentor.com/thechallenge.

Photo on Flickr c/o MarcinMogo
August 25, 2010 By : Editor Category : mentor challenge spotlight Tags:, ,
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