THE LESSON

There are two things that I am allergic to: bee stings and spontaneous activity.

As a kid, I could often be found flailing my arms and running in fear for my life any time a member of the “stinger” species came within a 10-mile radius. Thanks to hundreds of hours of therapy, however, today I am able to live normal life free from the fear of being stung. Unfortunately, I still flail my arms and run in fear for my life. But, it’s no longer because of bees, it is because of something much more frightening. A little something known as “spontaneity.”

I’m a planner. An organizer. An agenda-loving-checklist-making-to-do-lister who enjoys a structured routine. Take me too far from my well-worn path and I start going into anaphylactic shock. (Okay, maybe that’s not totally true, but there is some minor twitching involved.)

Spontaneity and I just don’t see eye to eye.

Like many busy professionals, I rely on planning and scheduling to keep my business and personal ambitions on track. Over the past few years, I have developed a unique system that allows me to be extremely productive and focus my energy on the things that I enjoy doing most. And, since much of my work involves meeting deadlines for clients, getting off track simply isn’t an option.

But, a couple of weeks ago I was presented with an opportunity to break free from my agenda and set my to-do list aside.

A good friend who moved away a few years ago made an unannounced trip back home, and he wanted to know if I had a few hours to go boating. According to my calendar, I didn’t. And, I didn’t the last time he was in town either. This time, however, I decided to put my “schedule” aside and said ‘yes’ when I normally would have said ‘no’.

Saying ‘yes’ caused me to put in a few extra hours that night and I had postpone a lunch meeting, but the spontaneous experience was well worth the allergic reaction. The memories will last a lifetime.

(Perhaps my sudden change of heart had something to do with watching Jim Carrey’s “Yes Man” the night before. Who knows. If you haven’t seen the movie, below is a short clip to bring you up to speed.)

THE CHALLENGE

This week your challenge is to do something spontaneous. Say ‘yes’ when you would otherwise say ‘no’ and roll with it. See where life takes you.

THE REFLECTION

Question: When is the last time you broke free from your schedule? How could continual practice of this challenge have a positive impact on your life?

Please share your thoughts in the comment section below.

Gary Jensen
Editor | collector mentor

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

© 2011 collector mentor  All rights reserved

THE LESSON

This week’s challenge is inspired by an article that was recently forwarded to me by Dennis DeSantis, Chancellor of Pittsburgh University.

The gist of the article, titled “Packing Parachutes,” is this: During a combat mission over North Vietnam, Navy Pilot Charlie Plumb’s plane was shot down. Plumb parachuted into enemy territory, got captured, and was held for nearly six years as a Prisoner Of War. Many years later, Plumb found himself sitting in a restaurant when another patron recognized him and made an introduction. Turns out the man who introduced himself to Plumb was the person responsible for packing his parachute on the day he was shot down. Had that chute been packed incorrectly there is no telling what would have happened, but as you can probably imagine, it would have been a rather rough landing.

At the end of the article Plumb puts a philosophical twist on what it means to pack parachutes when he asks,

… who are the special people in your life who provide you the encouragement you need when the chips are down? Perhaps it’s time right now to give those people a call and thank them for packing your parachute.”

In this video version, Plumb adds a business twist. Take a peek:

Quite an interesting way to look at packing parachutes, if you ask me.

While reading the article I began reflecting on all the great managers, mentors, trainers, and supervisors that have packed my “corporate parachute” over the years. Whether it was advice for dealing with difficult employees or tips for delivering effective training programs, their skilled hands helped me to land safely time and time again. And it’s because of those great people that I found the motivation and inspiration to become a parachute packer myself.

In fact, this week we wrap up the fourth and final session of ARM Summer School. It’s been a great event. I’ve had the pleasure to serve beside some incredible co-facilitators and together we’ve had the honor of packing parachutes for some very dedicated members of the credit and collection industry. I’m quite confident that their parachutes will function correctly every day they jump out of bed and into action on the call center frontline. The parachutes have certainly been packed with care.

You might not realize it, but you, too, are surrounded by parachute packers. Maybe it’s a trainer helping you jump to safely on a collection call or a supervisor offering a few words of encouragement to get you through the day. Just look around and you realize parachute packers can be found everywhere.

THE CHALLENGE

This week your challenge is to honor Captain Plumb’s call to action:

Give those people a call and thank them for packing your parachute.”

You might be tempted to send an email, post an update on their Facebook wall, or send them a text message, but resist the urge to do so. Actually pick up the phone and call. Your thank you will be much more sincere, and appreciated, if you do.

THE REFLECTION

Question: Who has had the biggest impact on your career? How/why?

Please share your thoughts in the comment section below.

Gary Jensen
Editor | collector mentor

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

© 2011 collector mentor  All rights reserved.

photo on flickr c/o sheba_also

The latest issue of collector mentor Magazine is now available for download.

In this issue:

• Is Your Parachute Open?
• The Real Frontline: One Agency’s Storey
• Who signed the Fair Debt Collection Practices Act into law?
• Bookshelf: Getting to YES
• The cm Challenge: Remember: It’s not a debate!
• Rozanne M. Andersen’s 30-Day Forecast: Sunny, Clear, No Chance of Overshadowing
• Trust: Can Anything Else Have a Bigger Impact on Workplace Performance
• 4 Ways to Sink Your Career With Facebook
• Attorney Connell Loftus answers the question: What Happens Once an Account Has Been Referred to an Attorney?
• Networking and Learning Opportunities
• The 10 Commandments of Professionalism
• Plus more!

To access the issue please log in.

Happy 4th of July!

This week’s quote:

My definition of a free society is a society where it is safe to be unpopular.”

~Adlai Stevenson, speech, Detroit, 1952

Question:

Is it safe to be a debt collector in today’s society? How do people respond when you tell them that you work in the credit and collections industry?

Please share your thoughts in the comments section below.

Help your leaders become Superstars – & save 75%!

If you want engaged, energized, loyal employees, you must have the best supervisors leading the way. Period. Year after year the world’s leaders in employee research find that engaged employees produce better results, remain loyal, are better teammates, and ultimately, create higher earnings for the company. This summer, help your leaders become superstars and get them signed up for Creating Superstar Supervisors.

The ARM Summer School program is a thorough four-course learning experience for supervisors and managers that includes web-based self assessments, online Virtual Learning Labs, testing to make sure students have gotten the lesson, and even follow- up to help supervisors to implement what they’ve learned. There is no travel and there are no full days off the collection floor. The program takes place over four weeks, requiring just a few hours per week.

First registrant saves with early-bird pricing!

Regular Price – $899*
Early bird (by June 17) – $719*

Additional registrants save up to 75%!

Regular Price – $225*
Early bird (by June 17) – $180*

The first participant can save big with early bird pricing – just sign up before June 17. Additional participants from the same company receive an incredible 75% discount. Sign up as many students as you’d like for only $225 (regular price), $180 (early bird).

THE LESSON

In 2010, a movie was released honoring the life of Luke Abbate. Luke passed away in 2006 as a result of injuries sustained in a car accident following a high school football team practice. The driver, a fellow student, was speeding along at nearly 90 miles-per-hour when he lost control and sent the car plummeting nearly 70 feet.

The movie The 5th Quarter shares Luke’s story and the impact that it had on the Wake Forest football program.

Luke’s older brother, Jon, played football for Wake Forest and after his brother’s death, changed his number from 40  to his brother’s number 5.

According to the movie’s official website:

A tradition began to evolve during the following Wake Forest games. In paying homage to Luke, Jon would signal his family sitting in the stands (Section 5) by holding up his hand with all 5 fingers outstretched. He did this at the end of the third quarter. Gradually, the rest of his team started to do the same. Within a couple of games, players from both teams, the fans in the stands, and those watching the games on television, would begin the final quarter by raising their hands with all 5 fingers outstretched in honor of Luke’s memory. The final quarter became known as Luke’s Quarter, the 5th Quarter, and this humble signal crystallized the entire team. And, although having lost their starting quarterback, starting running back, and starting defensive end to injuries at the beginning of the season, Wake Forest went on to complete their most successful season in school history, winning 11 games against 2 losses. Coach Grobe was selected the ACC’s Coach-Of-The-Year, and Jon performed brilliantly in the ACC Championship Game with fifteen solo tackles against powerhouse Georgia Tech.”

THE CHALLENGE

A scene of Coach Grobe rallying the team with a pep talk inspires this week’s challenge. Take a peek:

As summer sets in and the second quarter draws to a close, it is important for our collection teams to be motivated and inspired so that we can hit our goals and head into the second half of the year with positive momentum.

This week your challenge is to rally your team and encourage each other. And remember coach’s words of wisdom:

Let’s pick each other up and good things will happen. Now get out there play like your hair is on fire!”

THE REFLECTION

What traditions does your team have, and how do those traditions rally the team?

Please share your thoughts in the comment section below.

Gary Jensen
Editor | collector mentor

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

© 2011 collector mentor  All rights reserved.

THE LESSON

This past month I’ve stepped out of my comfort zone to try a few new things. The experiences and change of perspective have been refreshing and enlightening. It’s amazing what you see when you view things from a different angle.

If you’ve followed “the challenge” for any length of time you’re probably aware that I’m an avid runner and that last year I completed my big goal of running a marathon. This year my goal is to qualify for the Boston Marathon and given the difficulty of that challenge I’m trying to be smarter about my training regimen, including what fuel I put in the tank.

You might think that eating a balanced diet is a part of any runner’s routine. But it isn’t. And it certainly hadn’t been part of mine.  My plan was to eat whatever I wanted and make up for it by logging extra miles to burn the calories. But that changed a few weeks ago when I decided to try something new: Counting calories and being more selective about my food choices. For the most part, I’ve been blessed with great metabolism and counting calories is something that I’ve never worried much about. Don’t get me wrong, I ate healthy, just not strategically.

The shift from not counting to counting has been a real eye-opener, and it’s led to smarter choices about what I put in the shopping cart.  As a result, I’ve shed a few hard-to-lose pounds, set a good example for my children, and feel better when it comes time to check out at the store.

THE CHALLENGE

It can be easy to stick to our routine, but routines can lead to ruts and people get stuck in ruts. This week I challenge you to break your routine, get out of your rut, and try something new.

In his Psychology Today post, Trying New Things, Dr. Alex Lickerman points out the following four benefits of trying something new:

1. Trying something new requires courage.
2. Trying something new opens up the possibility for you to enjoy something new.
3. Trying something new keeps you from becoming bored.
4. Trying something new forces you to grow.

For inspiration, take a peek at the collector mentor Challenge Flexing Your Risk Muscle.

THE REFLECTION

What do you find most difficult when it comes to trying new things?

Please share your thoughts in the comment section below.

Gary Jensen
Editor | collector mentor

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

© 2011 collector mentor  All rights reserved.

 
Wouldn’t it be great if all of your employees would show up to work on time? I don’t know any manager who thinks that would be a problem. I do, however, know many managers who struggle with employee tardiness and absenteeism — and that IS a problem.

Dr. Brooks Mitchell, Professor Emeritus of Management at the University of Wyoming and Founder and CEO of Snowfly, Inc, recently released a white paper aimed at helping companies curb these practices through employee selection and online games.

You can access the white paper here.

http://www.snowfly.com/pdf/snowfly_curb_article_may2011.pdf

Question: What are your thoughts on the online games?

THE LESSON

A couple of weeks ago my son and I had the opportunity to attend a local youth basketball game. Although my son doesn’t play on the team, several of his friends do, including his best friend who happened to stop by prior to tip off to visit with us in the bleachers. My son asked him if he thought his team would win. Surprisingly, his answer was no, followed by an are-you-kidding type of laugh.

Puzzled by the response, I asked why he was throwing in the towel before the game even started. His response, “We’ve only won one game all year and these kids are undefeated.” Recognizing an opportunity to share a life lesson with him and my son, I proceeded to give the Henry Ford, “If you think you can or think you can’t, you’re usually right,” spiel.

This dilemma – expecting failure – can be all too real for the everyday collector who often has to hear no upwards of 10 times just to hear yes once. With so much defeat, it can be easy to get caught in the trap of expecting failure on every call, and it can be even easier to allow negative self-talk to unintentionally influence negotiations.

I’ve often seen collectors give up before they’ve even placed the call. Sometimes this is because the previous collector was unsuccessful on the account or because the collector takes the rejection from the last call into the next call.

Self-talk is negative. Attitude is negative. Expectations are negative. None of which are ideal for a collector with hopes of achieving payment.

As Thomas Jefferson so wisely stated:

Nothing can stop the man with the right mental attitude from achieving his goal; and nothing on earth can help the man with the wrong mental attitude.”

THE CHALLENGE

February is International Expect Success Month, which was created by Karla Brandau. And the challenge this week is to honor the mantra:

Expect Success, then work like there is no other option.”

Remember, every collector has had an unsuccessful call that has resulted in non-payment; however, the most successful collectors brush these failures off and move on the next call with the expectation of receiving payment in full, today, with a check over the phone.

It can be difficult to shift perspective from “I can’t do it,” to “I think I can,” to “I know I can!” It certainly was for my son’s friend. However, learning to expect a positive outcome is important for collecting successfully (and winning basketball games).

THE REFLECTION

1. How do you prevent an unsuccessful call from spilling over into future calls?
2. What do you find most difficult about expecting success?
3. Has a customer who you thought would never pay ever surprised you by proving otherwise?

Expect success!

Gary Jensen
Editor | collector mentor

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

© 2011 collector mentor  All rights reserved.

Photo on Flickr c/o JeffHester

The latest issue of collector mentor Magazine is now available for download.

In this issue:

• A New Year, a New You
• Climbing to the Top w/Albert Rookard of ClientAccessWeb.com
• Understanding the Importance of Better Business Bureau Complaints
• Bookshelf: Getting Paid Using Social Media
• The cm Challenge: Become More Valuable
• 6 Ways to Quiet the Overly Talkative Consumer
• Avoiding Critical Errors w/Jaci Minges of Security National Automotive
• 7 Signs You May Need to Hire a Professional Collector w/Michelle Dunn
• 6 Strategies for Effective Professional Development w/Carol Freeland of Acts Plus
• Best Places to Work in Collections – Winners announced for 2010!
• Exploring Student Loan Collections w/The Bursar Brothers, Dennis DeSantis and David R. Glezerman
• Plus more!

To access the issue please log in.