Our 50th episode! How an ACA International member company tracks and promotes positive consumer feedback.
When consumers have a great experience with your company, do you make a note of it? Kenlyn Gretz, president and CEO of AmeriCollect Inc., does, and he uses that feedback to recognize employees for their good work, train staff and promote his company culture of Ridiculously Nice Collections.
AmeriCollect is a health-care-focused accounts receivable management company based in Wisconsin that helps people understand their often-complex medical bills. Anne Rosso May, managing editor of Collector magazine, spoke with Gretz on a recent episode of ACA Cast to learn more about how his company tracks consumer satisfaction levels and uses that information to continually make the company even better.
Gretz said consumers often fear things they don’t understand, and a complicated health care bill is often at the top of that list. But when consumers get on the phone with AmeriCollect employees, they learn that the company’s main focus is to get the right people to pay the bill.
“We hear compliments about, ‘Oh my goodness, you’re helping me solve my insurance problem,’” Gretz said. “I think that’s something where [consumers] may have had the runaround from their insurance company [about the account] and our team is well qualified and trained on that.”
Tune in to this episode of ACA Cast to learn more about how AmeriCollect has created a positive feedback loop that ultimately helps shine a light on the good work of the accounts receivable management industry.
After that, you can read more about why ACA members often hear kind words from consumers in these two Collector magazine articles: “Shouts Outs,” which ran in the June 2017 issue, and “Making Good Things Grow,” which ran in the April 2018 issue.