Consumer reviews are revolutionizing the accounts receivable management industry. Here we highlight some ACA member companies that are leveraging positive feedback to drive industry-wide advancement.
03/20/2024 11:45 A.M.
2 minute read
Trust and credibility are paramount in the accounts receivable management industry, which is why Google and other reviews that consumers post online can serve as invaluable assets. This positive feedback validates the effectiveness of your services, boosts your employees’ morale and presents a point of view contrary to what is often portrayed in the media.
Here are some recent Google reviews for ACA member companies:
- American Profit Recovery, Farmington Hills, Michigan
“They were professional, and enabled me to take care of my bill quickly and in a timely manner.” –Michael Kelly - Beyond Green Solutions, Rochester, New York
“This company is very professional and very efficient.” –Carolyn Morrison - CBE Companies, Cedar Falls, Iowa
“I got a call from Renee tonight. She was beyond respectful, kind, informative, helpful and HONEST! She far exceeded the typical expectation of a debt collector. Thank you, Renee, for all of your help! Not all debt collectors are scary because there are some like Renee out there! Someone give this sweet lady a raise and a pizza party!” –Stephanie Burton - Creditors Bureau USA, Fresno, California
“We called in to settle an unknown debt my mom had through all [her] medical visits. Mrs Ramos was very polite and experienced. She showed patience and empathy towards my mom and reassured her that she was really there to help. And boy did she!!!!! I hope she gets employee of the month recognition.” –Gcruz Mejia - TrueAccord, Lenexa, Kansas
“This is definitely a different kind of collection agency. The process to set up a payment plan ON MY TERMS was great. Emails were promptly responded to as well. I only got into debt due to the loss of my husband and not having employment. It was such a relief knowing I can pay my obligations again. The email encouragement after each successful payment was great.” –Sonia Root - Williams & Fudge Inc., Rock Hill, South Carolina
“I have been working with Brandy for a little over two years now. She is absolutely amazing! She is both kind and understanding, she is exactly the kind of person you would want to work with when you[‘re] in debt. She explains everything in detail, answers all the questions you might have and she does it all with kind words and patience. Even though being in debt is pretty stressful, it was a pleasure to work with her to settle my debt!” –Jazmine Jeffress
How to Track Google Reviews
If you’re starting from scratch, log in to your Google Business profile to kickstart the process. Next, train your staff to actively request reviews from consumers, possibly by providing them with a script or prompt to ensure consistency. You could even text consumers the Google review link or include it as a QR code on paid in full letters.
Lastly, establish a strategy for responding to reviews. Google will notify you when a review is posted, allowing you to engage with each one through the “Response from Owner” tab.
In the event of a negative review, Tim Collins, general counsel at InDebted, advises a proactive approach. For example, he said InDebted’s policy involves responding to any Google ratings below three stars and escalating them to the director of operations for internal review, potentially leading to training or process improvements.
“If you get a negative one, you could post a response that says something like, ‘We’re sorry you had a bad experience,’” Collins said in a Collector article from last year. “You’re not saying, ‘I’m sorry that we messed up.’ Some people don’t like to say sorry because they think it’s going to lead to litigation, but I have no problem with the word sorry used in that way.”
Read more tips on how to leverage your company’s Google reviews for success here.
Connect with Peers at ACA’s Annual Convention & Expo
ACA’s upcoming 2024 Annual Convention & Expo in San Diego, California, July 21-23, presents an unparalleled opportunity for members to connect, learn, and grow together, including by sharing ways they harness positive Google reviews to boost their business revenue and outreach.
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