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Sep 01 2012

CreditWise Published by NACM Business Credit Services and The Intermountain Credit Education League (ICEL)
E-News September 2012

In This Issue
- The Basics of a Successful Call
- Character Makes a Difference
- First Stop, Then Restart by Thinking & Unplugging
- ICEL Recap: In The Trenches
- ICEL Next Meeting: A View into the Future, Utah's Changing Demographics
- Seven Tips for a Win/Win Negotiation
- ICEL Spotlight: Keeley Worley

Looking Ahead

Sep 06 - NEW Industry Credit Group
Building & Property Maintenance

Sep 10 - Professional Designation Paperwork Deadline for Nov 5th Exam

Sep 13 - ICEL "A View into the Future - Utah's Demographic Transformation" Unprecedented economic and cultural influences on our demographics.

Sept 21 NACM "Swing & Shout" Fall Outing with Dinner, Golf & Bingo - Eaglewood Golf Course

Oct 17 Western Region Credit Conference, Las Vegas, NV

The CreditWise Newsletter invites NACM members to submit articles for upcoming issues. The articles should be based in business and credit management. Articles containing 350 words or more that are published are eligible for NACM Roadmap and CCE Recertification points.

Articles may be submitted to Georgette by email at

Business Bloopers!

Send us your bloopers! We want to hear about business related embarrassing moments, funny mistakes, and more for a new feature in the CreditWise newsletter. All submissions will be reviewed and altered as needed to protect the innocent. If you'd like your submission to be published anonymously, just let us know. Please email your bloopers to Melissa Mickelsen at mmickelsen@genevarock.com

Why should I submit potential members to NACM?"

Help gain information on your customers. As a member, their information could help build the database on your customers. It's not just a one-way street. more Info



The Basics of a Successful Call

by Duane Lee, CCE, SOS Staffing Services

You have three tools when you make a collection call: your intelligence, your personality, and your telephone. Your goal is to collect an account in full, preferably on the first call. Your method includes the use of psychology and motivation to get past the defenses set up by the customer. In developing your skill as a collector you must search for facts, analyze the customer, and select an approach that will succeed in collecting the account. The collector is both a participant and an observer; that is, you must be both involved and detached. You are an analyst, diplomat, counselor, and motivator. As you plan your call, be aware that... read full article

Character Makes a Difference

by Tammi Russell, KSL Broadcast

I have been in the Credit Profession for over 30 years and I feel very comfortable in stating, in my experience, that the importance of "Character" far exceeds all other "C's" of credit.

The definition from Merriam-Webster: Character - one of the attributes or features that make up and distinguish an individual. This is spot on for my topic. Over the years, and even more recently, one's character has been the driving force behind whether we did or did not get paid. Rather than write an article on why I believe one's character is top priority, I want to give you some examples.

Unbelievable Integrity
Back in the 1980's, we had a client file Chapter 7 Bankruptcy... read full article

First Stop, Then Restart by Thinking and Unplugging

by Rebecca Mullins, Codale Electric

In today's work and our daily environment we are all overwhelmed with duties and are continuously asked to do more with less. I have found a couple of tips that have helped change me so that I can slow down, rejuvenate my mind and reenergize for work/life.

1. Stop going 100mph. Start going at a pace that energizes you. Allow time every morning to do one thing that helps boost your day... read full article

July ICEL Meeting Recap

In The Trenches

by Janae Jeffs, CCE, Muir Enterprises

Speakers: Lynette Jensen, US Foods
Rebecca Mullins, Codale Electric Supply
Zen Featherstone, Shamrock Plumbing

The August ICEL meeting has traditionally been our "In the Trenches" meeting. This year was no exception. Our speakers spoke from their years of credit experience and focused different aspects of our profession... read full article

Next ICEL Meeting
A View into the Future
Utah's Changing Demographics

Speaker: Pamela S. Perlich, Ph.D. - University of Utah

We are currently experiencing unprecedented economic and cultural influences in our demographics.

The rapidly changing demographics of Utah and the United States will impact the way we do business.

Key factors affecting the increasing diversity include:
* Age
* Culture
* Ethnicity
* Language
* National Origin
* Religion
* Socioeconomics

Please join us on Thursday, September 13th for insights into the cumulative effect of how it will impact our future.

11:45 am - 1:15 pm
Red Lion Hotel, 161 W 600 S, SLC, UT
$ 16 ICEL Members $ 26 Non-ICEL Members
RSVP Georgette Bevan, CCE by
email or phone 801.433.6116 or register online

More information on Pamela Perlich and demographics, we invite you to visit:
Bureau of Economic and Business Research
David Eccles School of Business | University of Utah

ICEL Chair Message
Seven Tips for a Win/Win Negotiation

by Shanna Sorge, CCE, Easton Technical Products

I define a win/win negotiation as an agreement that is equally beneficial to everyone. All parties come out of a negotiation with a workable agreement that benefits everyone involved. If your current negotiation strategies are not working for you, change your strategy. Think win/win and let the other person know about it right away.

My Win/Win Negotiation involves these seven steps... read full article

ICEL Spotlight:

Keeley Worley, Nicholas & Co.

by Susan Archibeque, CCE, Nicholas & Co.

Keeley Worley is a credit analyst at Nicholas and Company. Prior to joining the Nicholas team she worked for Bonneville Billing & Collections. She started in 1997 and worked there for ten years. She worked her way through the various positions with the company, including post judgement collections. She became a Certified Collector through the American Collectors Association. She felt that she needed a change and went to work for US Foods in 2007 as a Credit Coordinator. In April 2012, she started working at Nicholas and Company and also decided to go back to school and get a Bachelor of Science in Finance at Weber State University. She will complete her Bachelor's Degree in December 2012 and then she hopes to start working towards a NACM certification.

Keeley is married to Micah Worley and they have two children together, one daughter (14) and one son (9). They have two Great Danes, which they consider to be two additional children. As a family, they enjoy the outdoors and like to go camping, hiking, roller blading, and snowboarding.