Managing a team of collectors can sometimes feel like herding cats. Team members often seem more focused on what their peers are doing (or not doing) than on their own tasks. As someone who loves football, I’ve found that the sport offers many valuable lessons for managing a team. In fact, most of my insights come from watching the Detroit Lions. Football teams, like teams of collectors, have rookies, veterans, players requesting trades, and unexpected setbacks. Here are some key lessons I’ve learned from the Detroit Lions.
Learn from the Detroit LionsÂ
Take, for example, the Detroit Lions’ struggles with their defense. Early in the season, Aidan Hutchinson, arguably the best Defensive Lineman in the NFL, suffered an injury that sidelined him for the remainder of the season. Imagine if this happened to your top-performing collector. Would the rest of your team be able to step up? And what if the challenges continued to pile up? How would your team respond?Â
The Lions’ owners, managers, coaches, players, and fans didn’t give up despite the setbacks. They persevered, adapting to the changes and rallying together. That resilience and commitment to teamwork are the hallmarks of productive team building.Â
Build a Team That Supports Each OtherÂ
One of the most remarkable aspects of the Lions’ organization is their ability to foster a culture where team members look out for one another. This mindset can make all the difference in overcoming challenges. Similarly, as a manager, it’s crucial to create an environment where your team feels supported and empowered to step in when needed.Â
Here’s how you can apply these football-inspired lessons to managing your team of collectors:Â
- Plan for Setbacks – Injuries and setbacks are inevitable, whether on the field or in the workplace. Develop a succession plan for your team. Cross-train members so they can cover for one another when someone is unavailable.Â
- Foster Resilience – Just like the Lions didn’t throw in the towel, your team needs to stay motivated and focused, even when things don’t go as planned. Encourage a culture of perseverance and problem-solving.Â
- Promote Teamwork – Encourage collaboration and mutual support. When team members feel responsible for each other’s success, the group becomes stronger as a whole.Â
- Celebrate Wins—Big and Small – Whether it’s a touchdown or a successful collection effort, celebrating achievements can boost morale and reinforce positive behavior.Â
By taking cues from football —and the Detroit Lions in particular—
you can build a resilient, cohesive, and high-performing team of collectors.
So next time you find yourself feeling like a cat herder, think like a football coach instead!Â
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.Â
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.Â
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.Â
She is the author of “Recovery Management: Collecting the Uncollectible Account.”Â
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