My Collection Agency Pros and Cons

by Lauren M
(Rochester, MN)

A couple years back, my business’ debt was piling up as customers failed to pay their bills. As my business continued to grow, I needed help collecting the funds. So, I did what anyone would do: turned to a collection agency.

I did some research through the internet and fellow business owners and decided on a well-priced, seemingly reliable agency. However, I did not receive what I paid for. Although the agency did what they promised in efficiently calling all clients who had failed to pay their bills, their interaction with the clients was not what I had hoped for.

I was expecting the agency to be understanding, empathetic, and courteous to the clients. However, complaints I received from clients severely disturbed me.

I received calls from a couple of regular clients who were very bothered by the calls they had been receiving. The clients claimed the callers were rude, called at inconvenient times, and were demanding. The review was the exact opposite of what I had hoped for.

I am not sure if the agency only cared about results, not about what the clients thought, but I did not continue to collect through this agency. Although I have not hired another collection agency since, I do know what I am looking for next time I do.

Of course, getting people to pay is the optimal goal, but harassing them with calls will not keep them coming back. When collection calls are necessary, I would like the callers to be courteous, understanding, and polite.