My husband and I had the opportunity to meet Wayne Fontes, when he was still coaching the Detroit Lions. As you might imagine, many football fans lined up for the opportunity—probably 100 deep. When it was finally my husband’s turn, he didn’t go with the typical “nice to meet you” or “I’m a big fan” approach. Instead, he looked Fontes squarely in the eyes and said, “If the Detroit Lions don’t go to a Super Bowl in my lifetime, I’m holding you personally responsible.”
The room went silent. My jaw dropped. And when I asked my husband afterward what in the world he was thinking, his response was simple: “I wanted him to know I was onto him by providing my expectations.”
Ah, expectations. From the moment we’re born, expectations are placed on us, whether we’re aware of them or not. The same holds true in the world of collections. Every collection organization I’ve worked with or audited has established expectations—usually productivity standards—for their Collectors. But here’s the catch: many organizations operate with a one-dimensional approach, assuming that their communication is crystal clear and that every Collector not only understands the expectations but also the practices needed to meet them.
The Creative Approach
Take, for example, the common productivity standard of dollars collected. It seems straightforward enough, but early in my career, I learned it’s not always as clear-cut as it appears.
One top-performing Collector, who consistently led the team in dollars collected, had a glaring issue: a pattern of broken promises. Upon reviewing her accounts, I noticed something surprising. Many of these “promises” were never actually tied to customer contact. When I asked her about it, she explained that she had observed a trend: many customers paid within a few days of the due date without ever being contacted.
Her approach defied the assumption I had clung to—that a Collector would only log a promise to pay after speaking directly with the customer and securing their commitment. This opened my eyes to the nuances of collection practices and the importance of looking beyond surface metrics.
Lessons from “Rasputin”
Wayne Fontes, affectionately (and sometimes critically) nicknamed “Rasputin” by a sportscaster, had a knack for pulling off miraculous winning streaks whenever rumors swirled about his job being on the line. The “Rasputin Effect” isn’t limited to sports; Collectors can also find themselves operating under similar pressures. It’s crucial for Managers to understand why high stakes often seem to bring out a Collector’s best performance and how they can harness this dynamic without waiting for their position to be on the line.
The Importance of Tests and Controls in Reports
Reports are essential tools for setting expectations and measuring performance, but relying solely on them can lead to misleading conclusions. To truly understand the results, you need to dig deeper—analyzing how the data is calculated and identifying potential factors that might distort productivity standards. For example, focusing exclusively on dollars collected without monitoring other key metrics can create a false sense of success. Areas like call monitoring are equally critical. How are customers being treated during interactions? Are ethical standards being upheld, or is productivity being inflated at the cost of customer satisfaction? A comprehensive approach ensures that reports reflect not just the numbers but the quality and sustainability of your team’s performance.
Final Thoughts
As leaders, our role extends far beyond merely setting expectations—we must ensure those expectations are clearly communicated, fully understood, and firmly grounded in reality. When setting standards, take a moment to reflect: Are my expectations clear and actionable? Do my practices align with the outcomes I seek? And most importantly, are we prepared to adjust and succeed when the unexpected occurs?
And yes, Detroit Lions fans are still holding out hope that next year will be the year for that long-awaited trip to the Super Bowl!
Additional Blogs Available Regarding Expectations
For more insights on the role of clear expectations, be sure to check out these additional blogs: Setting the Ownership Stage for Collectors and The Cake Theory of Collector Scorecards.
Author: Bev Evancic
Bev.Evancic@ResourceManagement.com
Bev Evancic is a Senior Vice President at Resource Management Services, Inc. Prior to employment at RMS, Bev worked as the Collection and Recovery Manager at AT&T Universal Card, Citi, and Federated Department Stores. Bev started in the collection industry as a collector at an upscale clothing store in Cincinnati, Ohio. As a returned check and private label credit card collector, Bev gained a basic understanding of the collection industry that has not changed with the introduction of regulations. Her collection philosophy begins with the idea that businesses and customers benefit from preserving the customer relationship. First, collectors need to attempt to contact customers when it is convenient for the customer to discuss his/her financial condition and willingness/ability to pay. Second, you never collect money by intimidating or threatening customers. Third, businesses must make sure the debt is valid.
She has managed all phases of collection and recovery operations, including automated dialer units, bankruptcy, and legal units, skip tracing units, internal collections, outside collection agency networks, and Consumer Credit Counseling. As a Consultant for Resource Management Services, Inc., Bev has spearheaded collection and recovery best practices reviews for many top credit grantors. Her articles on dialer operations, agency management and bankruptcy best practices have been widely publicized.
She is well known and regarded as a specialty expert in the areas of: Repossession, Bankruptcy, Estate, Litigation, as well as Pre- and Post- Charge-off. Prior to joining Resource Management Services, Inc. in 1995, Bev managed the Recovery Department for AT&T Universal Card Services where she developed the bankruptcy, probate, internal and litigation processes.
She is the author of “Recovery Management: Collecting the Uncollectible Account.”
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