Aggressive, hard-hitting collectors have been favorites for years, but...

You have just been selected to open a new collection department.

What type of individual would make a good collector?

Someone aggressive, right?

A real go-getting, hard-hitter who will collect all of the money - and quickly?

Not so, says our old friend Robert Holt, a former credit exec who now runs a succesful collection agency in the Baltimore area.

According to Holt, this is precisely not the type of person needed.

Someone too tough and aggressive runs the risk of alienating your customers and jeopardizing future sales, says Holt. The objective in collections is to speed up cash flow and reduce DSO. A heavy hitter might end up contributing to a reduction in sales, thus having a corresponding detrimental effect on cash flow and DSO. Furthermore, customer base alienation leads to an alienated sales department.

All too often the available candidates have little experience, few skills, and no desire to work in collections. How do you pick winners from the group?

Instead of Traditional Skills, Look for These Qualities

Here's Holt's list:

• Problem solver - Someone who does crossword puzzles or reads mystery novels
• Organized - Neat appearance, keeps appointment book
• Friendly - Makes eye contact, personable, pleasant
• On time for interview, sends thank-you note
• Task-oriented - Able to implement specific projects that show results
• Good phone skills
• Good with numbers
• Has a good business sense and an overall understanding of company objectives

Be able, in essence, to sell!

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