This is the fifth in an eight-part blog series about what makes Elevate Recoveries a different kind of collection agency. Instead of mission and vision statements, Elevate Recoveries employs a simple philosophy that we try to instill in our team. The fifth component of our philosophy is to “approach each day with a fresh attitude.”
Ask any collection industry veteran and they will tell you that collections is a true numbers game. More calls equals more contacts, more contacts equals more opportunities to help a consumer settle their account…which equals more collections. But the game is not always easy, especially during the summer months when collections typically dip due to the cyclical nature of the business. A bad collection day can easily turn into a bad collection week, which can then turn into two or three weeks; before one knows it, they’ve missed their monthly goal. That’s why it’s so important to have a fresh attitude every day.
At Elevate a fresh attitude begins with a daily fresh start. Our Payment Advisors begin each day with zero dollars on the board, despite what their collections were the day before. If they had a great day yesterday, they know they got there starting from zero. And if they had a bad day they know that today is a new day, full of promise. It may seem like a simple approach, but psychologically it can have a huge impact on an employee’s performance. And similar to the numbers game above, good performance equals good attitude…which equals more collections.
But a fresh attitude is not only about how our employees view their collection day, it’s also about how our employees view their role at Elevate. Numerous business experts have been credited with saying “hire attitude, train skill” but despite who said it, that tenet holds true. Selecting employees who are upbeat and positive, hard-working, goal-oriented, and believe in themselves and the company is paramount in building a strong team. At Elevate this applies not only to our Payment Advisors, but our management team as well. Like many organizations, our management team takes on a variety of roles within the company and at Elevate every manager is a CEO – Chief Encouragement Officer.
Every day our managers come to work with a fresh attitude, ready to coach/mentor/encourage/cheer their team to a successful day. The right attitude starts from the top, and filters its way down to every level of the organization. In many ways, approaching each day with a fresh attitude is an extension of our first philosophy component – engage the positive. And just like that component, attitude is definitely contagious.