Mention the word “collections,” and the  stereotype that comes to mind for many customers is the unpleasant phone call that arrives during dinner or as they’re settling in to relax and watch TV for the evening.  

All of a sudden they get the word reminding them of a past due payment. To most, such news comes as an unpleasant shock and an embarrassment. Others, who may know full well they’re behind on payments, can become defensive.  

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