The Goldilocks Zone of Connection: Teaching Collectors To Find the Middle Ground in Communication

Mary Shores, CEO & President of Midstate Collection Solutions and Creator of the Collection Advantage program, dives into what it means to create a culture of empathy in your collection agency while still collecting the payment.

Empathy has been the buzzword in business including the debt collection industry.

While it’s positive to see the industry encourage more collectors to be empathetic with consumers, it’s not enough to tell your team members to be empathetic. You really have to show them how.

There’s also the challenge of not coming across as “too empathetic” and getting stuck in the “friend zone” where you don’t collect any money.

In the first 35 minutes of this 50-minute webinar, Mary explores what empathy is and how your business can collect more from consumers by finding the “Goldilocks zone of connection” or the middle ground between being aggressive and a pushover.

The final 15 minutes of the webinar is dedicated to Q&A surrounding communication challenges audience members are facing within their agencies. This rapid-fire question-and-answer segment helps viewers implement techniques to solve their biggest communication challenges.

Watch the recording. 👇