The perception of
credit management is often negative. We are a group of people who typically
bear bad news and cause further complications in the jobs of our associates and
heartache to our customers. What we do is not glamorous and, more often than
not, someone is upset with our decisions. It is very easy to get caught up in
the humdrum of negativity but there are things we can do to help build the
relationship between ourselves and our fellow coworkers and infuse positivity
into an otherwise difficult job.
I am very fortunate
to work for a management team that values the relationship with our coworkers
as much as the relationships with our customers. These managers help remind me
of what I tend to forget: my associates are my customers, too. This version of
customer service can be easily overlooked as we are here to conduct business as
a team, but there needs to be camaraderie on the team in order to attain a
victory. I have found success in developing meaningful relationships with my
associates in our branches through discussing our personal lives, teasing,
spending quality time in the branches, providing a meal, and spread good news
when there is some to be had.
To begin with, you
need time and money to allocate to these relationships and that can be hard
because you are investing in something that is intangible, but you need to
remind yourself that it is also invaluable.
In my day-to-day
business, I employ Google Hangouts continuously. I use this application to
communicate quickly with our branches and their management. Most of the time,
we are back and forth about business and who is COD and which salesman needs to
hear what, etc. But then there are times I intentionally slow down and ask them
what is going on with them, or we send each other funny GIFs and pictures. On
occasion, I've even shared vacation photos and videos so the guys can see what
I was up to while I was out of the office. We know whose wife is pregnant and
who just got a dog and who is engaged. It feels really good to be invested in
someone else's life and to have someone else invested in mine.
I have known some of the men I
work with since I was 16. We have become very good friends through
the years, and we know each other so well that we can tease and joke with each
other; it feels good to pause and laugh with my friends. These small deviations
from business throughout the workday can look like avoiding responsibilities
and improper use of company time, but I am a firm believer that taking a break
to chat increases morale and productivity.
The other method I
have found to have a deep impact is physically visiting our branch locations.
The motive of my visits is rarely just to spend time with the associates (it is
usually for an open house or sales calls) but that doesn't mean I can't hang
out in the office and have face time with the branch employees. Some of the
time, my associates have to follow through with my decisions i.e. if I say a
customer is COD, one of our inside salesmen has the hard conversation to ask
for money. This is more unpleasant for them than it is for me because I have
hard conversations all the time, so I like to stop and validate the associate's
feelings and let them know that their hard work is appreciated.
When I can, I also
like to buy lunch for the whole office. Whenever someone from administration
visits a branch, they tend to meet with management and then leave. I try to
avoid this habit and spend quality time eating with the associates; we crowd in
the breakroom and simply enjoy each other's company. You can really get to know
someone when they are off the clock and chatting over a meal. Sometimes I need
to be out on sales calls and can't hang out but I will still provide lunch
because the branches are often stressed about budgets and who's going to pay
for things but when I buy lunch, it doesn't hit their bottom line so it truly
is a worry-free break for the whole branch.
Finally, when there
is good news to be had, I try hard to spread it. When someone does something
great and I notice, I do my best to tell them. A topic I've been hitting hard
lately is cash account COD deliveries. This past week, all of my branches' CODs
were squeaky clean so I sent them an email to let them know that I noticed and
appreciated their hard work.
In credit management,
a little bit of positivity goes a long way. I know that I am not the best at
remembering that my coworker is my customer, but I do appreciate a reminder so
I don't neglect my team. Through personal conversation, tasteful joking,
personal visits, sharing meals, and spreading good news, relationships are
created and solidified. There is no better feeling in business than feeling
like you go to work to hang out with your family.
|