In our August ICEL meeting we found ourselves deep "In the Trenches" with three outstanding credit professionals. Each brought a unique insight from being on the front-line keeping us enthralled with their experiences and lessons learned.

Jo Anne Mills found that after 15 years working in accounting dotting "i's" and crossing "T's" that when she got into the trenches of credit matters, procedures weren't as clear and meticulous. Moving to the front-line proved to be a precarious place where 'attacks' from customers can seem personal.

Jo Anne recounted first-hand experiences with difficult clients and thoughtfully articulated lessons learned. Despite the inference that being in the trenches suggests that credit managers should be combative while fighting bad debt exposure, that was not the message she expressed.

Often times our customers may be confrontational due to changes we have implemented causing them to have difficulty reading account statements, reconciling credit memos, or understanding our credit terms. In any case, Jo Anne's examples illustrated to all present that if we stay calm, not take the assaults personally, recognize that our customers are individuals that have different levels of understanding and life experiences, and truly listen to our difficult client's needs, we can formulate unique solutions that can help transform the most belligerent and stubborn customer into one that is cooperative and easygoing.

Don't let Ryan Palmer fool you into thinking that he is not a seasoned veteran to credit. Although he claims to have only been in the trenches of credit for four years, his insight and knowledge of credit surmounts his tenure in the field. Like in the trenches of the Great War, only a relatively small proportion of the army actually served there. Those of us in the credit trenches know we have a big job to do with a respectively small staff. Ryan laid out an effective battle plan that included effectively using those behind our front-line, "the best collectors in the company," the sales staff!

The sales staff needs to understand the tools available to them. Credit managers need to earn their trust and help them see that we share the same goal. This will ensure that they will provide the supporting arms needed to get the job done. After all, who knows the customer best? This can be done through credit meetings, one-on-one feedback meetings, aging reports, customer visits with sales, and training meetings. Don't forget to help your sales team know that there are credit options that can help make the sale such as joint check agreements and pre-payment plans.

Ryan's charisma and public speaking prowess really helped send his message home.

No one gets in the trenches without knowing that there will be some risk. Some may be a little hesitant to do it. Mark Jones surprised each of us with what could be easily classified as a credit literary classic with his very clever rendition of Dr. Seuss' 'Green Eggs and Ham.' The main character known as "Mark-I-Said It" pesters an unnamed narrating character to try credit. Of course, the unknown character declines despite the persistent attempts of "Mark-I-Said It." However, at the end he finally concedes to Mark-I-Said It's cunning and tenacious challenges to try credit, which he finds he indeed likes!

Mark asserted that "Credit Professionals Take Risks" but those risks can be mitigated. Here is Mark's list of 9 things we need to remember to do:

1. Stay out of trouble - make sure your actions are transparent.

2. Aim for greater heights - we all can be great. Learning = power.

3. Stay focused on the job - after all this is what is important. Avoid distractions.

4. Exercise to maintain good health - if you feel good, you will do well.

5. Practice teamwork - get everyone on-board (buy-in).

6. Rely on your trusted partners to watch your back - take time to trust others.

7. Save for a rainy day - we have learned that the economy can turn; be ready.

8. Rest and relax.

9. Keep smiling.

It has been a great tradition at ICEL to hold these "In the Trenches" meetings each August. We were once again fortunate to have such quality speakers address us with their insights and real-life knowledge of credit. A big thank you to Joanne, Ryan, and Mark for enlightening us with each of their messages this year!