The Lesson the Plastic Owl Can Teach the Debt Collection Industry About Hiring the Right Person for the Job
The Uninvited Guests
Our horse barn is more than just a home for our horses—it’s a multi-generational hub for birds. Any bird born there or simply passing by seems to take up permanent residence, bringing along friends, relatives, and acquaintances. As the bird population grew out of control, my husband decided to take action. After conducting thorough research (by which I mean a quick internet search), he purchased a plastic owl, a supposed bird deterrent.
The result? We successfully increased the bird population in the barn. If anything, the birds now see the owl as an honored guest.
This got me thinking—does the plastic owl even know the requirements of its job?
And more importantly, how often do debt collection agencies make the same mistake when hiring?
Hiring the “Expert” and Looking Away
Many debt collection agencies fall into the same trap: they hire the so-called expert and assume the problem is solved. Just like my husband with the owl, they bring in a new hire with an impressive résumé, thinking their job is done.
But without ensuring the person is the right fit for the role—or that they’re actually effective in their position—this approach often backfires.
Debt collection requires more than just experience on paper. Every collector and manager in the debt collection business needs the right mindset, adaptability, and a deep understanding of compliance and customer engagement.
If agencies don’t evaluate performance and fit beyond the hiring phase, they may end up with a plastic owl — someone who looks the part but ultimately fails to deliver real results.
The Accomplice
I may be part of the problem when it comes to the birds. You see, the birds in our barn have a habit of tossing their babies out of the nest. Unable to bear the sight, I took it upon myself to rescue them—bringing them inside, feeding them every two hours, and even convincing my husband to install a porch on the rafters so the babies could stay safe until they were ready to fly.
Sometimes, in our effort to fix a problem, we unintentionally create another one.
In hiring, this happens when agencies focus on the wrong factors—like industry buzzwords or past job titles—without assessing whether the person can actually perform in their unique environment.
Do they fill a position on the organization chart, or do they have the skills and adaptability to thrive in the role?
The Flyaway
The plastic owl failed because it wasn’t equipped to handle the real challenges of deterring birds.
Similarly, hiring an “expert” without ensuring they have the right skills, mindset, and adaptability can lead to disappointment in the debt collection industry.
Instead of assuming a hire will automatically fix a problem, agencies should continuously define job responsibilities and evaluate performance so that bad hires can move on, and the right people be identified.
Because at the end of the day, you don’t need an owl that looks the part — you need one that actually keeps the birds away.
Don’t settle for the plastic owl.
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Additional Blogs Available Regarding Collection Performance
The Role of Clear Expectations: Setting the Ownership Stage for Collectors
Setting Expectations for Collectors
Acceptable Performance – 50% of a Top Performer?
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.”
