One of my favourite things to do is to go skiing. A basic rule of skiing is to keep your eyes in the direction you desire to go. Why? Because your “skis will follow your eyes”. If you focus on the obstacles that you see on the slope (other skiers, trees, etc.) you will run right into them. The only way to avoid a collision is to make an intentional effort to focus less on the obstacles and more on the finish line.
During these challenging times, obstacles are everywhere. Too many times, collectors find themselves on a slippery slope because they begin to focus completely on the customers’ obstacles, rather than focusing on finding the best solution for the account. We cannot safely assume that every customer is going down the same path and needs the same solution.
On every call, we must ask ourselves, “What is the best possible outcome for this customer?”. To answer this correctly, we must first probe. Remember, without asking the customer the proper questions, the proper solutions cannot be identified. When we immediately jump to programs, extensions, and solutions before asking the appropriate questions, we risk doing more harm than good for our customers.