Friday, June 9, 2017

4 Years in a Row!!!



First Credit Services, Inc. was recently selected as WINNER Best Call Centers to Work For 2017 marking it the 4th year in a row being recognized with this distinct honor from insideARM (2014 -2017). The program celebrates excellence among call center work environments in Care, Collections, and Outsourcing. The award program is designed to identify, recognize, and honor the best places of employment in the call center industry. This award makes a positive impact on our ability to recruit and hire a very strong work force as we continue to expand our product offerings to our valued clients and partners.

A sample of the categories surveyed for this accomplishment include; “Feeling Valued”, “Confidence in Leadership”, and “Contributing Economic Value to a Business Sector”.  

We are proud of our staff and share this award with our clients and partners as they allow us to be innovative and creative with our work strategies, which ultimately fosters a very strong work environment.  Employees who feel valued, consistently perform a better overall service offering. Please join us in celebrating this exciting accomplishment for the 4th year in a row.
 

 

 

 

Wednesday, February 22, 2017

"F" is for FAILURE

I must admit, I am a little taken back when I see a business operating in today's "all access" world with a sub-par Better Business Bureau (BBB) rating. Reputation Management matters, and it all starts with the BBB.  I recently conducted an online review to see how we ranked in comparison to our competitors, and I was absolutely amazed at what I uncovered. 

We operate primarily in the Health & Fitness Market where the overall MEMBER EXPERIENCE is the single most important aspect of doing business, and for a collection agency to simply ignore what we feel is so important is totally unacceptable...at least it should be.

Unfortunately, I found that some of our most active competitors actually have an "F" Rating with the BBB. This should be interpreted by a gym owner as an agency who does not really care about gym members or the overall success of the gym business.  Not only does this show a lack of good Member Service, but this behavior (in the collection industry) is also a legal and compliance issue since the agency is failing to resolve the simplest consumer requests and complaints. If these agencies can't keep up with a simple BBB Rating, then what do you think you will find if you take the time to look even deeper under the hood.

Think about it, if the agency is failing to deliver on their duties, then the members will get increasingly frustrated with the agency's lack of communication, and the member will ultimately complain to the gym staff and voice their concerns to other members (can your staff truly handle these complaints properly?). These unaddressed issues will likely get escalated to a higher authority, which will ultimately hurt YOUR reputation and business. Honestly, this is the agency's responsibility to handle, and these complaints should never be thrown back at the gym operator to handle...It's time for these agencies to step up and do the job correctly!

A gyms' reputation is fully dependent on how their partners represent the brand.

To review First Credit Services BBB Rating - please CLICK HERE... We will continue to lead the fitness industry down a path which delivers a positive Member Experience!








Friday, October 28, 2016

Legal Collections and Attorney Letters are way too much!

Gym Collections


It’s kind of like using a sledge hammer on a thumb tack. Yeah, it gets the job done, but the collateral damage is unnecessary and causes more harm than good.  In an industry where the lifeblood of your future revenue depends solely on how you are perceived within your local community, do you really believe a member who owes you for a past-due amount of only $100-200 truly deserves to feel threatened by a law firm.  It is widely known that consumers truly believe they are being sued when an attorney letter pops up in their mail box, when in reality a lawsuit is never even considered by the firm that sent the letter (It just would not be cost-effective to file suit).  

The alternative is to partner with a collection agency who has your best interests in mind (an agency with a lot of experience in health & fitness), and cares about your future reputation.  Look, consumers know that if they fail to pay a bill on time, there are repercussions for their delinquency, and generally speaking it is understandable if a collection agency chooses to report the unpaid balance on the consumer’s Credit Bureau Report.  The collection tactic that works best is to simply appeal to the consumers’ good nature and simply inform them of their obligation to fulfill the contract they signed…, and try to work with the member and get them back into the gym…, not threaten to sue them!

Yes, there is a time and place for a collection attorney, but it’s not on balances that fall below $1,000. It is overkill, and you will see the negative impact after the damage is done, and it’s too late.

Professionalism and common sense always prevail.

Learn more about First Credit Services, and their professional Collection Approach which is geared toward Member Engagement, and maintaining a very positive reputation for everyone involved. Maybe that’s why we maintain a perfect A+ Rating with the Better Business Bureau…


Tuesday, October 25, 2016

Winner: Best Places to Work in Collections... Three Years in a Row!


First Credit Services, Inc. was recently selected as one of the Best Places to Work in Collections for 2016 for the third consecutive year (2014 – 2015 – 2016). The program celebrates excellence among call center work environments in Care, Collections, and Outsourcing. The award program is designed to identify, recognize, and honor the best places of employment in the collections industry. 

A sample of the categories surveyed for this accomplishment include; “Feeling Valued”, “Confidence in Leadership”, and “Contributing  economic value to a business sector”.

We are proud of our staff and share this award with our clients as they allow us to be innovative and creative with our work strategies which ultimately fosters a strong working environment. 

Wednesday, October 5, 2016

Who will we see at Club Industry next week?






The Club Industry Show is a great event to reconnect with many fitness industry leaders and showcase new and innovative ideas, programs, or products.

The Fitness Equipment is always the biggest hit, but if you are a gym owner looking for new software, billing & collection tools, marketing and sales CRM platforms, there are plenty of great companies to meet with.

See you there!