Access Receivables, a Baltimore-based debt collection agency, is finding success using a novel approach to its business: Just being nice. The company's strategy embodied in its slogan, "nice people collect more," aims to emphasize customer service, according toInsideARM, a website that says it wants to “ shift the public conversation” about the debt collection industry.
Access Receivables' new tactic runs counter to many of recent trends in the debt collection industry. Debt collectors are increasingly using threats, lies and insults to get debtors to pay up, according to an April report from Marketdata Enterprises. And debt collectors are difficult to avoid. One in seven Americans is being pursued by a collection agency.
To avoid such complaints, Access Receivable has required credit counseling certification for managers, provided employee perks for favorable debtor testimonials and changed its online platform to make communication easier, company President Tom Gillespie told InsideARM.