Early in my career—fresh out of college and way too confident—I became a collector.
My mom was horrified. “Why would you want to ask people for money all day?” she asked.
Spoiler: I never once asked for money.
Because the predictable response would be, “I don’t have any.”
Collectors are part problem-solver, part therapist, part human shock absorber.
We listen. We untangle chaos. We find workable solutions.
And one consumer taught me a lesson I’ll never forget.
She called every month with a brand-new catastrophe:
- House flooded
- House caught on fire
- Car breakdowns
- Family emergencies
It was like life kept spinning the Wheel of Disaster on her behalf.
Then one day, the local news ran a segment. Every unbelievable story? Completely true.
A few months later, she called again—this time to pay off her balance in full.
“You’re the one I’m paying first,” she said. “You treated me like I wasn’t lying.”
That moment stuck.
The Skunk at the Cat Bowl
Recently a friend sent me a picture from her backyard: A skunk—tail relaxed but fully capable—eating the cats’ food while a tiny kitten sat perfectly still a few feet away.
The kitten had one mission: Do. Not. Startle. The. Skunk.
Collectors face that moment every single day.
- Angry caller? Skunk.
- Consumer facing repossession? Skunk.
-
Someone in financial panic mode? Absolutely a skunk.
And in those moments, the rules are simple:
- Don’t yell.
- Don’t rush.
- Don’t take it personally.
- And whatever you do… don’t poke the skunk.
Instead, stay calm.
Try:
“I can understand why that would be frustrating. Let’s work through it together.”
It works.
It builds trust.
It reduces complaints.
It gets results.
And remember: someone on your team is always watching how you handle your skunks.
Why This Matters
Anyone who has ever lived near wildlife knows: If you startle a skunk, everyone pays the price.
Same in collections.
Consumers dealing with hardship—repossession, grief, confusion, fear—are already on high alert. One reactive tone or poorly worded phrase can escalate everything instantly.
So just like you’d approach a real skunk slowly and intentionally:
- Don’t take consumer anger personally.
- Stay steady and calm.
- Keep your language neutral and professional.
- Keep the situation from “spraying” all over the call.
Phrases like:
“Let’s work through this together” and “I can see why that would be upsetting” signal that you’re a partner, not a threat.
That’s where de-escalation begins.
Handling Highly Sensitive Situations
Collectors navigate emotional landmines all day long:
- Disputes
- Financial crises
- Repossession or legal concerns
- Language barriers
- Grief or deceased accounts
One steady tone can turn a volatile moment into a breakthrough.
People rarely remember your exact words—but they always remember how you made them feel.
Someone Is Always Watching
Veteran collectors sometimes forget that new team members learn by observing.
Your “skunk handling” becomes the example they follow:
- Calm
- Compliant
- Consumer-first
That culture reduces complaints, increases consistency, and helps every collector stay grounded—even when the skunk waddles right into the middle of the conversation.
The Payoff: Calm Collectors Win
The toughest consumers often become the most cooperative when they’re treated with patience and respect.
In fact, some of the best resolutions I’ve ever seen started with a caller who came in hot and left grateful—because the collector stayed calm.
Calm interactions lead to:
- More trust
- More resolutions
- Fewer escalations
- Better payment outcomes
Just like avoiding a startled skunk, success isn’t about overpowering the moment—
it’s about navigating it smoothly so everyone walks away without the mess.
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.
