Everyone Already Knows– A Peek Through the Looking-Glass

[The purpose of these monthly articles is to give prospective clients an inside look into how Tavelli Co. operates. That’s why we often quote feedback from our daily communications. We understand that one of the hardest parts of finding the right fit with a collection agency is knowing what the company is like. Over the past few years, we’ve released periodic articles highlighting key aspects of our company: our focus, what makes us tick, and the culture clients can expect when partnering with us.

For many starting their search for the right debt collection agency in San Diego, they find themselves navigating a bizarre world filled with many good, bad, and unusual characters. Tavelli Co. aims to simplify this process. So, when new prospects look through the proverbial looking-glass, they aren’t met with a bizarre world of the unfamiliar, but with a friendly, hometown, family-operated agency, much like their professional dentist office down the street.]

When you seek the services of a mortgage lender, real estate agent, roofing company, garbage company, handyman, etc., you quickly find out if that company is efficient, reliable, and timely. Sadly, inefficiency often correlates with a lack of accountability and poor leadership. Efficiency relates to the ratio between energy expended and performance. For instance, if one employee takes two hours to complete a task and another takes one hour for the same task, the second employee is twice as efficient. The worst thing a company can do is be inefficient, unproductive, unreliable, and have poor communication, while denying these flaws. Nothing is more infuriating.

In our industry, we deal with various service providers on a daily basis. Our office prioritizes working with firms that are efficient and reliable. However, in some cases, we find that certain service providers can be wildly inefficient. The few who are efficient are a breath of fresh air, and we always acknowledge their excellence! The question is whether inefficiency is a feature or a bug. If, after ten calls, you can’t reach the person in charge or even a relevant staff member, inefficiency is a feature of their business. The worst they can do is continue to mislead the person on the other end by promising the 11th communication will be different. Companies need accountability; otherwise, their customer service will tank, and complaints will skyrocket.

When we initially contact companies wanting to partner with us, we often hear, “Wow, that was fast,” or “Our old agency never got back to us.” People will generally tell you exactly what your business is like. Just yesterday, a gentleman said, “I appreciate it… you don’t have the sound, the look, or the feel of a collection agency… these guys… they are a good operation… a bunch of professional, patient, and knowledgeable guys.” We thanked him for his kind words and appreciated his feedback. His comment was a welcome encouragement on a collection call, but it highlighted what we teach. He said our company was “professional”—we train for that daily. He mentioned we’re unlike other collection agencies—check. He noted our patience with people—we hire and train for that because we know nearly everyone has some form of debt. His feedback was no surprise because it’s a feature of our system, not a bug.

One of the worst positions as a team member is seeing low morale around you. People working just for a check, taking no pride in their work, and being told daily that the company they work for is low performing or, worse, rude. The old adage is true: “It takes more muscles to frown than to smile.” If we have to work to live, we should make our workplace an environment that fosters positive consumer feedback, letting our employees know how exceptional they are. This is our company standard. If you work for Tavelli Co., you should hear positive feedback monthly, weekly, or even daily about the customer service, responses, and daily communications you engage in.

In the past, I worked for a quick service restaurant known for its hospitality. You’re probably thinking of the brand right now. When new customers walked through the door, they almost always told us about their amazing first experience. They’d be greeted by a kind staff member, waited on similar to a sit-down restaurant (even though we weren’t one), and at the end of the meal, they’d tell the manager what a great job the team did. If it was their first experience, they’d let us know, almost without fail. This helped foster a positivity loop with our team. If our team was happy, our customers were happy. However, there are negatives too. If your company is performing poorly, your customers and staff already know. My old boss used to say, “People would rather have an average cup of coffee every day than one day have an excellent cup and the next day a lukewarm or poor cup.” The point is consistency. Do people outside our company know what to expect when they call in? A friendly voice, a warm tone, and a professional manner? Are we fostering an environment where people on both sides of company communications are contributing to a positivity loop? Are outsiders being refreshed by our staff, and then refreshing them back with positive feedback? It’s really that simple.

One of our top priorities is ensuring a seamless client and consumer experience, along with smooth transitions between different sectors of our business, consistent with the excellence expected from Tavelli Co. We often receive great feedback from collection calls, initial sales calls, and our client services team. But is it truly seamless? Are people outside our company experiencing the same standard of excellence in every sector? Are there certain segments of our company seeing a dip, no matter how small?

This past Monday, our team met to discuss these topics. In fact, we hold weekly meetings to review our key performance indicators and address any pressing issues. One main focus is ensuring each business sector operates efficiently and maintains the high standard of excellence we expect from our employees. Consistency is so crucial, especially initially when new clients transition from our sales department to our client services department. We want these “handoffs” to be seamless.

Learning to prioritize urgent tasks quickly is a major aspect of transitioning into adulthood. Some companies still operate like prepubescent teens: slow to rise in the morning, surly, and blaming their shortcomings on the people they deal with daily. Anyone who has ever had low-quality health insurance knows what I’m talking about. Perhaps the low grade isn’t because the teacher hates you but because you missed the important test. Perhaps the business fails because you dismiss concerns about long hold times while marketing that your customer service is amazing. Or perhaps the company isn’t efficient because it is prioritizing the wrong things.

This isn’t to say there’s a “perfect” company. These things exist on a spectrum. Just as someone can have a bad experience at a great company, someone can have a great experience at a bad company. Companies are made up of individuals. But there’s a reason why certain companies are associated with excellent customer service, and others aren’t. Are errors being repeated or addressed? Are complaints the exception or the norm? Your staff knows if your company is treading water because they are the first ones to hear about it from your customers or clients. So remember, the truth about your company’s reputation is already out there. But it’s never too late to make improvements and change perceptions. Whether your company is outstanding or just average, everyone already knows. Make that change count!

As a trusted debt collection agency in San Diego and the nearby areas, we believe that true success is achieved not just by meeting expectations, but by cultivating an environment where people feel valued, supported, and at ease. Prioritizing collaboration and well-being allows our team to thrive both individually and collectively. To learn more, reach out to Tavelli Co. at (707) 509-5565.

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Tavelli Co., Inc. has over 40 years of unparalleled experience in the debt collection and receivables management industry. Our mission is to achieve the right balance between getting clients paid and being empathetic to debtor circumstances, through implementing innovative practices, hiring experienced people, and improving business decisions through analytics. We provide peace of mind to all involved by collecting money with no complaints. Tavelli Co., Inc. takes the time to carefully listen to your customers and share their feedback with you through meaningful data and transparent communication, so you have access to the information you need to make quality decisions and improve your processes in the future. Contact us today and let the debt collection experts at Tavelli Co., Inc. help you set your business up for success.

IMPORTANT: Information provided by Tavelli Co., Inc., any employees of Tavelli Co., Inc., or its subsidiaries is not intended as legal advice and may not be used as legal advice. It is not intended to be a full and exhaustive explanation of the law in any area, nor should it be used to replace the advice of your own legal counsel.