Collector Connector
Transcription
Collector Connector
PAID PRESORTED STANDARD The Official Quar ter ly Publication of the American Collector s Association of Texas • V ol. 27 No. 1 • Winter 2014 southwest Collector Connector PERMIT #372 AUSTIN, TX US POSTAGE ACA OF TEXAS ASSOCIATE MEMBER table of contents features From Paul’s Desk: Sales Tips...............................................................................9 Paul Morrow Key Questions Every CEO Should Ask Their Team..........................................11 Christina Kleinhans Tuttle The Pros & Cons of Growing Organically, By Acquisition or Alliances............15 Eduardo Berdegue and Roy Graham Three Words to Change Your Year....................................................................21 Jon Mertz ACA of Texas Executive Committee............................................................24-25 Important Announcements..............................................................................26 Dues are Due, Spring Board Meeting, Scholarship Competition departments President’s Letter............................................................................................ 5 Executive Director’s Comments..................................................................... 7 Legislative Update........................................................................................19 CollectPAC...................................................................................................31 Professional Education and Development...................................................33 Index to Advertisers......................................................................................42 Cover Photo: VOTE! A very important concept in our democratic republic. However, before you vote, it is wise to know who/what you are voting for. The following is a quote from Dan Flynn (R-Van), Texas State Representative (HD-2); “Many of you have heard me say that our Government belongs to those individuals who show up. Show up to vote, show up to door knock, show up to volunteer and show up to learn about the issues affecting their community. Government is fueled by the energy found in the hearts of individuals who are determined to ensure that their home - their state -continues to push forward. “To which I would add, “Your business and your livelihood.” southwest collector connector is designed by Joseph Moreno, ArtJam Productions, Inc. Power. Performance. Flexibility. Go Beyond! ACA OF TEXAS ASSOCIATE MEMBER Collection Software for Peak Performance www.dakcs.com • 800.873.2527 from the president PRESIDENT Mike Ryalls President RGS Financial, Inc. 1700 Jay Ell Drive, Suite 200 Richardson, TX 75081 [email protected] PRESIDENT-ELECT Jeff Hurt President Southwest Credit Services 4120 International Parkway, Suite 1100 Carrollton, TX 75007 [email protected] VICE PRESIDENT Ron Nunley President Certified Recovery Systems, Inc. 6161 Savoy Drive, Suite 600 Houston, TX 77036 [email protected] TREASURER Andrew Marancik, Esq. CCO & General Counsel LTD Financial Services, LP 7322 Southwest Freeway, Suite 1600 Houston, TX 77074 [email protected] The Government as God One of my mentors in this business would always say “God, family, job” whenever he talked about the priorities in his life. God, for the purpose of this conversation, is faith. Faith that what was yesterday will be tomorrow. It is in our nature to be faithful and to trust that tomorrow will be the same as today. That we will be provided a consistent experience and we act or often times fail to act based on that faith. When we barrel through a green light intersection, we have faith that the opposite light is red. When we park our car, we have faith that it will be there when we get back. Faith helps us process and deal with the immense amounts of information and to function efficiently. The downside can be complacency and inaction when critical things are changing around us. I have observed, and more so recently, that we tend to think of government as a vehicle of faith. We tend to believe it to be untouchable and remote and completely out of our control, somewhat like a vengeful Greek God who will leave us unharmed if we would only stay out of sight. At the same time, many increasingly rely on the support and gifts of government and have faith in it above our own self-reliance. This combination of attitudes and action creates a climate of both fear and of impotence. PAST PRESIDENT Our great industry is changing and inaction is not an option. Unfortunately, I fear that many of us are operating on the habit of faith. We believe that tomorrow will be similar to today and that the green light has its counterpart stopping traffic. Not so and the sudden appearance and growth of the CFPB should be all the proof we need. NATIONAL DELEGATES I have advised previously that the CFPB needs our attention and our respect and that was met with some serious pushback. But acquiescing does not mean we agree and the method of challenge cannot be denial. We must notice the change, act on it, and more importantly, work to change it. STATE DIRECTORS This holds true with every level of government and brings me to the point of this article. We must be vigilant in opposing forces that are contrary to our faith, family and jobs. The time for inaction and complacency has long passed and all of us need to be actively involved in shaping the future. Greg Mason President Service Bureau, Inc. 2705 81st Street Lubbock, TX 79423 [email protected] Julie Goforth, San Antonio (2013-2016) Tom Stockton, Carrollton (2013-2016) Vic C. York-Houston (2011-2014) Stephanie Rifenberg, Amarillo (2011-2014) Carrie Finney-Carrollton (2013-2016) Steve Whigham, Round Rock (2013-2016) Ken Bone, Carrollton (2011-2014) Tim Britt, Arlington (2011-2014) Daron Ratcliff, Carrollton (2012-2015) Katie Zugsay, Carrollton (2012-2015) EXECUTIVE DIRECTOR Thomas G. Morgan 18604 Interstate 20 West Lindale, TX 75771 512-458-8666 [email protected] The path to change for your job has been nicely paved by your association. Nationally and at the state levels, ACA International and our state associations both have highly developed vehicles for involvement and for support. ACPAC and COLLECTPAC are excellent political action committees that support causes and officials that are supportive of our industry. Giving, at any level, is important but your voice and your presence means more. Attend the Legislative Days and the Washington fly-in, respond to the email Call to Action, call your representatives, visit their offices, invite them to your business, write your editor, comment on Continued on page 39 Winter 2014 Southwest Collector Connector 5 Dialer rate is frequently adjusted to match current list and agent needs Dialing resources are pooled for PD, IVR & inbound prioritized use Dialing rate will only adjust for the agent receiving the call Managers enjoy hands-off dialer supervision Agents receive a steady stream of live contacts The dialer places minimal calls on hold The dialer maximizes all phone line resources Inbound calls are integrated and routed seamlessly ACA OF TEXAS ASSOCIATE MEMBER executive director’s comments A New Year Filled with New and Old Challenges I trust that you all survived the holidays with minimal impact to your finances but maximum impact in time spent with family and friends. Our businesses and jobs allow us to earn a living but it is our families and friends that truly make living worthwhile. As we begin this New Year I thought it appropriate to introduce to you our Executive Committee members for 2013/14 (see pages 24 and 25). These folks give of their time and expertise to do the important work of managing the association by chairing committees, attending conference calls and assisting me in my duties as your Executive Director. They are supported by a great board of directors (we will feature them in the Spring issue). As a volunteer trade association with two primary missions (member education and legislative/ regulatory advancement), it is important that members become involved and participate. Call our office at 512-458-8740 to see how you can help. You will be surprised at how much you gain from personal involvement. Members are also invited to attend the Spring Board of Directors meeting in April (see page 26 for more information). Along that line, I came across a quote from Teddy Roosevelt that elegantly expresses the idea that getting “in the arena” brings “high achievement”; “It is not the critic who counts, nor the man who points out how the strong man stumbled, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs and comes short again and again; who knows great enthusiasms, great devotions; who spends himself in a worthy cause; who, at the best, knows in the end the triumph of high achievement, and who, at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those timid souls who know neither victory nor defeat.” I would also like to acknowledge our Associate Members who, through their membership and participation bring so much to our association and our members. The list of associate members is on page 34. When you see them, please give them your thanks, it will be appreciated. When considering vendors for your company, please consider our associate members, you will be glad you did. One place for sure where you can meet our associate members is at our Annual Conference. This year we will have our 67th Annual Conference & Exposition at the Menger Hotel in San Antonio, September 22-24. The Fall Board of Directors meeting will precede the conference on Sunday, September 21 and will be at the Menger Hotel. More detailed information on the conference and board meeting will be forthcoming in future months. Now is the time to mark your calendars! Another item of significance is the scholarship announcement from the Educational Foundation. The Trustees have increased the scholarship amount for this year to $2,000! Up to three scholarships may be awarded. See the announcement on page 26 and watch your email for the scholarship information, to include the application (due date is April 7th). Also, please read the Legislative Update (page 19) as the Legislative Committee needs your help during this 2014 election cycle to make a positive impact for our industry. As editor of this magazine, I welcome your feedback. Tell us what you like (or dislike) and we would solicit your ideas for future articles that would be of interest to our members and readers. All constructive criticism is appreciated. As always, thank you for allowing me the privilege to serve as your Executive Director. If I can assist you in any way, please do not hesitate to give me a call or send me an email. Sincerely, Tom Morgan, Executive Director Winter 2014 Southwest Collector Connector 7 ACA OF TEXAS ASSOCIATE MEMBER Sales Tips By Paul Morrow I have heard sales reps leave this message many times when trying to reach out to a prospect. An alternative is “I am just touching base.” This type of message is usually deleted in a nanosecond. Even worse, your prospect might see you as just another pesky salesperson. Is that what you really want? Each time you reach out to a prospect, your objective is to keep some momentum alive, and the way to do that is to provide a value. This value should enable you to help advance the sales cycle. It is OK to talk about something that would be considered sociable, but always steer the message toward your service and indicate how it can help your prospect’s business. You need to have a good idea of what you are going to say, no matter whether the prospect is available in person or you have to leave a message. Some prospects read emails all day long and rather than following up with a phone call, it could be just as effective or even more effective to send them a short email. There are a few ways to approach a callback situation, and one is to review a selling point that was important to the prospect in previous conversations. Remind prospects of something that will be of help to them, especially if it is a hot topic that has been discussed previously. You might say, “Paul, in our previous conversation, you indicated it was important to you that we provide comprehensive reports and I would like to review ours with you for a few minutes.” Prospects want to deal with a creative person, someone who is constantly thinking of ways to improve on their operations. You can be that person by submitting something that will reduce their outstanding receivables by taking advantage of your advanced technology, a previous topic of discussion. Proposals are always well received if they take some burden of work off the shoulders of the prospect. Your prospect is probably still debating whether it makes sense to move forward, and therefore you want to give your prospects additional reasons to say yes. You could begin by saying you know they are making a big decision and follow up by emailing your prospect an article that addresses a particular advantage of using your agency. Even better would be to include a quote from an existing client that addresses this advantage. Winter 2014 An example might be to include a case study that discusses the effect of a certain collection technique that you use and how it helps in reducing outstanding bad debt. Another approach might be to say that your dialer technology enables you to reach more of their customers just as you were able to do for XYZ hospital. And then ask if you can set up a time to review this concept and discuss with them some of the results you were able to achieve for XYZ hospital. Following are a few other points that apply to any phone conversation or callback: • Don’t be too pushy. Your prospects know why you are calling. Make it sound like you are trying to help them, and don’t press too aggressively for a final commitment. You could suggest that the prospect undertake a small pilot program to ensure a particular process will work, which might be an easier decision for this person to make. • Ask a question as part of your message, which will prompt the prospect to get back to you for a valid reason even if he is not about to sign an agreement right away. In this way, you might get an update on his situation during a callback. Remember not to make the message too long; it should be concise. • If prospects say to check back next week, emphasize in your callback a value to them that you have presented previously. Drop the “Just getting back to you” and “Just touching base” openers. Become an asset to your prospects’ decision-making process and make them want to work with you. This article is by Paul Morrow, sales consultant to the collection industry. If you would like to discuss any subject with Paul, please contact him at 215-643-4282 or [email protected]. “The best way to predict your future is to create it.” - Peter Drucker Southwest Collector Connector 9 Innovative Solutions that Maximize Revenue & Minimize Compliance Risk Optimize Business Processes • Manage Compliance Safeguards • Industry’s Leading Predictive Dialer • Integrated Call and Screen Recording • Real-time Speech Analytics • Highly-scalable and reliable (99.9995%) • Integration with CRM ACA OF TEXAS ASSOCIATE MEMBER Providing innovative communications and collaboration solutions since 1992. 800.308.6423 • [email protected] • www.avds.com KEY QUESTIONS EVERY CEO SHOULD ASK THEIR TEAM By Christa Kleinhans Tuttle In today’s economic environment and ever faster moving marketplaces, it has never been more important for company leaders to make the right decisions about strategy, people, execution, and money. There is little room for error. While ideas abound on the topic of accelerating growth, here are several critical and less frequently asked questions that can have a substantial impact – both short and long term – on a company’s ability to reach and exceed their revenue and profitability objectives. What Do Customers Really Think of Our Company? Customers see the company for who it is today, and that is not always where the company wants to be. Hearing customer perspectives on the sales experience, the onboarding process, use of products or services, support, and even billing can be an eye opening experience. That insight is priceless to executive leadership as it can highlight where to focus to support achieving a company’s growth objectives. Companies who embrace the concept of truly understanding market perceptions often use a third party to conduct audits by speaking with customers [and even lost deals]. These interviews gather in-depth feedback on all aspects of each customer’s experience and often lead to recommendations for change and improvement throughout the organization. For example, one technology company in the northeast recently made changes internally to people investments, the focus of product enhancements, and the structure of the support organization based on the findings of a customer satisfaction survey. Within one year they doubled their customer base, turned several disgruntled early customers into evangelists, and are continuing their trend of triple-digit growth each year. What Are We Doing to Encourage Innovation Internally? Employees at every company can be the source of countless ideas that will effectively cut costs, streamline operations and/or grow revenue. From the corporate office, to the factory floor, to out in the field, each employee brings a unique perspective based Winter 2014 on their role and responsibilities, and many great ideas can be uncovered just by asking. Beyond the employee suggestion box, encouraging innovation can take the form of putting together small teams to brainstorm new ideas, allocating and encouraging a certain amount of time each month dedicated to idea creation, or implementing an online solution focused on sharing ideas, which often leads to further innovation. Just as critical as creating an environment that encourages innovation, is having a plan in place to implement the most promising idea(s). This requires true support from management as it entails allocating resources and dollars that could be used elsewhere to further develop each idea and determine its longterm viability. While not every project will turn out as planned, they may turn out even better and have a substantial impact on the company. What Are We Doing to Support Sales Funnel Growth? Using a variety of inbound and outbound lead generation activities to drive top-of-funnel traffic is the norm for marketing, yet what is working continues to evolve. This is especially evident by the rise of the “self-directed buyer” – one who researches product or service options extensively via online and social channels before ever engaging with the company or going to the store to make a big purchase. To address this trend, new techniques are now being used on the marketing front to find, develop and qualify potential leads before passing them to sales. This includes using marketing automation (MA), which enables marketers to more efficiently uncover and engage with prospective customers and understand which programs are really impacting revenue, how budget can be shifted to maximize ROI, what the lead flow and conversion rate is through each stage of the sales funnel, and more. These insights mean that company leaders can objectively measure the impact of marketing on sales and accurately project what is needed to support sales funnel growth. In addition, this Southwest Collector Connector Continued on page 41 11 ACA OF TEXAS ASSOCIATE MEMBER ACA OF TEXAS ASSOCIATE MEMBER NEW ACA OF TEXAS ASSOCIATE MEMBER THE PROS & CONS OF GROWING ORGANICALLY, BY ACQUISITION OR ALLIANCES By Eduardo Berdegué and Roy Graham Achieving growth stands out as the objective most commonly pursued by executives whether by design or by default. Yet, as exciting and personally rewarding as growth may be, growth for growth’s sake does not necessarily equate to better performance, much less success. Many executives have seen, and some may have actually experienced, situations where a substantial increase in revenues from one year to another was accompanied by unexpected, sometimes devastating decreases in profits. As with all other strategic business objectives, the aim of pursuing growth should be to maximize long-termvalue which results when shareholders, as well as other stakeholders, including customers, employees, suppliers, and others, are considered. Moreover, the adoption of growth as a strategic objective should result not from instinctive execution, but from a review of the alternative strategies, and the types and pace of growth options available in light of the company’s own management, culture, and market characteristics. Organic Growth Organic growth refers to growth achieved by a company “on its own.” Managers can pursue market share or efficiency-seeking measures to achieve this type of growth. Market-oriented tactics may involve improving product mix to attract additional customers and/or increasing profitability from existing ones, or expanding into new geographic markets. Efficiency-related measures involve the adoption of management systems, technology, productivity incentives, improvements along the supply chain, and others. Proponents of organic growth emphasize the importance of keeping a company focused on its core competencies and on the skills of existing management. A notable example is Bigcommerce.com, a 4-year old e-commerce company in Austin with over 35,000 clients paying $25 a month each for its software-as-a-service platform (the company recently received $40 million in equity investment from former AOL chief Steve Case for a total $75 million raised in two years). Observers point out that there is naturally an inverse relationship between size of business and rate of organic growth: the larger the business, the slower the rate of organic growth. Growth through Acquisitions Inorganic growth or growth through acquisitions, on the other hand, implies the gain of revenues, markets, technology, talent, capital or otherwise strategic assets via the acquisition of a Winter 2014 company possessing those assets. Whether friendly or hostile, the acquisition of a business can be as complex a process as it can be rewarding in terms of the immediacy with which growth objectives can be achieved both in terms of revenues and bottom line through synergies achieved with the acquired business. Another important advantage of inorganic growth is that it practically eliminates entry barriers for an acquirer seeking to integrate vertically and own most or all aspects of the value chain, or to expand geographically. Such is the case of Austin-based Whole Foods, which owes a great deal of its present footprint to the acquisition during the past three decades of food-store chains across the U.S., as well as in Canada and the UK. Disadvantages are mainly related to integration issues, which, if not accounted for early in the process, may have disastrous consequences for all parties involved. Growth through Alliances Finally, growth can also be achieved by leveraging resources through strategic alliances. These arrangements allow partnering companies to gain access to opportunities otherwise costly or altogether unavailable to each of them individually. Examples include the alliance between Starbucks and Barnes & Noble to sell coffee at B&N’s bookstores in the 80s. Another current example is the alliance between Eagle Ford Trucking of San Antonio with HTC Express of Roff, Oklahoma, by which Eagle Ford will be offering its clients a larger fleet for the hauling of frac sand, while HTC expands their presence in Texas. Strategic alliances may be temporary, project-specific, or permanent and are usually done through the creation (by the alliance partners) of a third company responsible for carrying out the agreed plan. While this approach can bring about rapid growth at a fraction of the cost of achieving similar results organically or through acquisitions, the limited control over execution and, more importantly, selecting the right partners, are key areas of concern. What’s the Rate of Return? It is important to note these growth strategies are not mutually exclusive. A company may choose to increase market share of an existing product line by organic means, while it chooses to expand geographically through an acquisition or strategic alliance. A number of factors will come to play in a manager’s Southwest Collector Connector Continued on page 39 15 Several years ago, a large, Detroit-based automotive maker needed a sophisticated and secure database to handle vehicle and client information. Two programmers, Gary Perlick and Rob Swearengen, were hired to provide a solution for this complex application. In 1982, after achieving successful outcomes, these same programmers formed Renkim Corporation. Thirty years later, Renkim stands out as a leader for its ability to handle financial and mission-critical documents for credit, collection, healthcare, insurance, automotive and utility companies located throughout North America. At Renkim, we’ve always been ahead of the curve. Our forward-thinking approach to doing business keeps us at the forefront of the industry. With that in mind, the following timeline identifies some of our noteworthy accomplishments: 1985: First to handle outsource return-mail processing 1996: First to offer house-holding multiple pages in one envelope 1997: Second print and mail firm to be licensed by USPS for Fast-forward/NCOA-18 in the U.S. 2002: Introduced Renkim Mail Track and deployed Self Mailer to the collection industry 2007: Introduced Renkim EZ Letter, the first online letter editing tool 2010: Introduced Renkim eNotice and Renkim UAA 2010: Obtained USPS full-service certification Renkim operates from two locations, headquartered in Detroit, MI with a satellite facility in Toronto, Canada. Our 140 employee shareholders have a vested interest to ensure our clients’ success. Data and Physical security is paramount and adherence to PCI-DSS Level 1, GLBA, FISMA, HIPAA/Hitech and current individual state Credit Card Security Laws (AZ, MN, NV). Renkim’s Flexible messaging system allows users to communicate with customers through Print & Mail, eNotice and Fax. All Client data is scrubbed using a variety of debtor account information to assist in account decision making. Services provided: Print and Mail, eNotice, Fax on Demand, NCOA 18 and 48, AEC, Bankruptcy, Deceased, Phone Append, Account Scoring, Directory Assistance Plus, Return Mail Processing and Renkim UAA. Renkim has multiple envelopes and paper stock options available. Renkim at a Glance · Established in 1982 in Southgate, Michigan · Employee-owned · 100,000 square feet of facility space · Print and electronic mailing ACA OF TEXAS · Monthly capacity of 65 million mailings ASSOCIATE · State-of-the-art printing capabilities MEMBER · Photo eye insertion integrity · In-house postal presort · Superior client services 16 Southwest Collector Connector Winter 2014 ACA OF TEXAS ASSOCIATE MEMBER More than software. Ontario Systems offers a collection of consulting service packages united under a common goal: improving your bottom line and customer service quality. Our consultants will help you evaluate, plan, and implement strategies that ensure you are getting the maximum value out of your portfolios. You can improve your performance through workflow optimization, improved scoring and analytics, increased right-party contacts, and much more. Please contact us to find out how we can help. 800-283-3227 | www.ontariosystems.com Since 1980 © 2012 Ontario Systems, LLC. All rights reserved. Winter 2014 Southwest Collector Connector 17 BillingTree Compliance Suite Clarify, Simplify & Automate Your Compliance Process ▪ Compliance Central™ – Payment Compliance Knowledge Portal ▪ Compliance Coach™ – Automated Training and Assessment ▪ Complaint Tracking – Complaint Resolution Management Timely Compliance Information, Guidance, Training, Assessment & Monitoring “Everything [BillingTree does] is very much compliant Compliance Suite from BillingTree combines the critical resources that collection agencies and law firms need to implement best practices, enhance policies/procedures and proactively minimize their overall compliance risk—including up-todate online compliance knowledge, training, assessment, auditing and monitoring. overlaid on top of ours.” Compliance Suite Solution Overview Collections agencies are facing mounting pressure to prove to auditors, clients and consumers that they maintain compliance with all key regulations and are able to efficiently respond to audits and complaints. In response, BillingTree has created a comprehensive, online suite of offerings that clarifies, simplifies and automates payment compliance practices and policies. BillingTree’s Compliance Suite includes: ▪ Compliance Central™. Your 24/7 online resource for timely payment compliance news, information, analysis, tools and templates ▪ Compliance Coach™. Your on-demand, self-paced compliance training, assessment and reporting tool. ▪ Complaint Tracking. Your automated complaint resolution management solution so by using them, their compliance is essentially – BillingTree Client Training/ Reassessment COMPLIANCE CENTRAL Access Your Compliance Resources COMPLIANCE COACH Compliance Assessment Improve Compliance Reduce Complaints Gap Analysis Complaint Corrective Action & Resolution COMPLAINT TRACKING Get Started Today! Request a demonstration or purchase online at http://mybillingtree.com/compliance-suite/ ACA OF TEXAS ASSOCIATE MEMBER BillingTree 877-4-BILLTREE [email protected] TEXAS LEGISLATIVE UPDATE The Primaries and Me By Paul Nagy, Legislative Committee Chair I t’s primary season! Primaries for the 2014 elections will be held on March 4th. Right around the corner, this is why you may be noticing so many campaign ads. When looking at contested Texas legislative primary races in your county (use this link to find a copy of the primary ballots in your county http://www.sos.state.tx.us/elections/voter/links.shtml#County), ask yourself “which candidate will best help to maintain a positive business environment in Texas without additional regulation, especially for our industry.” “What about me? What else can I do,” you ask? Easy, let us know who you know. Just drop us a quick email at info@ texascollectors.com with the names of any Texas representatives or senators that you know personally, through business, from your civic involvement, etc. Tell us about any mayors, city councilmembers or county commissioners, too. What will we do with the names you provide? Nothing without contacting you first! Let’s work together to better leverage relationships that can help our businesses in the face of increasing regulations. Our legislative efforts are enhanced when government officials are contacted by people they know. What else can you do? Follow the example of Tom Stockton who opened up his office (The CMI Group) to Congressman Burgess (see page 29). Or Darlene Mead, who hosted a meeting at her offices (CSI) in Fort Worth with state representative Matt Krause and a separate meeting with her Congressman, Marc Veasey. By inviting these legislators into their offices, the legislators get to see first-hand that we are the good guys. And, you have a chance to tell the story of how our industry benefits not only the national economy but the state and local economies as well. Try inviting a legislator, they will come and you will have a chance to make a friend for our industry (and even for yourself ). The better they understand our industry the better our chances for avoiding legislation that is harmful not only to us but to our clients as well (and ultimately harmful to consumers as well). While the primary elections are very important, so will be the general election in November. Your assistance early in this election process will be invaluable through the election cycle and on into the legislative session beginning in January, 2015. Contact the association office should you have any questions or need additional information regarding the legislative process. The American Collectors Association of Texas is proud to support ARMing Heroes, a new, non-profit orginization dedicated to helping U.S. Military Veterans arMing Heroes’ mission is to serve the needs of u.s. military veterans and their families by providing employment opportunities and other resources uniquely available through the accounts receivable management industry. Find out how you can help at www.armingheroes.org Winter 2014 Southwest Collector Connector 19 ACA OF TEXAS ASSOCIATE MEMBER Three Words to Change Your Year by Jon Mertz Takeaway try some new eating habits. Folded into my healthy theme is also meditation. Healthy minds produce healthy actions. • Focusing on three key words during the year can help focus on doing something new, leading in a better way and living in a more meaningful manner. • Each year the three words can change to meet the challenge. • What are your three words for 2014? And, finally, I want to increase my engagement in social conversations on #healthyhabits. I included a hashtag for a reason. In social media circles, we need to expand the conversation and share ideas and information on how to be healthier citizens. Part of the solution to our healthcare challenges is raising health literacy. Publisher Chris Brogan begins each year with three words. The three words provide a focus for the next 12 months. While some record resolutions, others may compose intentions for the new year. What Are Your Three Words? Different approaches may work for different people, but the thing I like about the three word approach is you can remember them. Three words serve as a trigger point each week, each month to ensure we are on our selected new path forward. My Three Words As I look at the new year ahead, my three words are: Tempo, Refresh, and Healthy. Tempo: Work-Life balance is a myth. Balance means everything is equal between two sides. Today, we have more than two sides to what we do. For me, tempo is the direction because I want to find the right rhythm to work, family, extra-curricular interests, personal development, and community engagement. Tempo also implies a good beat and I want to have a reasonable movement to what I do, meaning decent crescendos of achievement and progress. Refresh: In my life and leadership practices, I want to refresh what I do and how I do it. Continued learning is a key part of this but it also includes putting the new learnings into practice. At this point in my life, I am not necessarily ready for a remodel. I am ready for a refresh. My “refresh” focus areas include key relationships, essential leadership ideas, and community activities. Healthy: Although I consider myself a relatively healthy person, I know there is room for improvement. This past year, I placed a greater emphasis on strength and weight training, an essential thing to do as we age. I plan to build on this but also want to explore more on the healthy eating side of the equation. From fresh vegetables to farmer’s market, I am ready to Winter 2014 We are all leaders, and we need to lead from where we are. We need to lead in our personal lives as well as in our workplaces and neighborhoods. To start anew, three words can help guide us, inspire us, and ignite new habits to drive big impacts. Maybe this is what Charles Duhigg had in mind when he wrote The Power of Habit: Why We Do What We Do in Life and Business. A key thought: As people strengthened their willpower muscles in one part of their lives – in the gym, or a money management program – that strength spilled over into what they ate or how hard they worked. Once willpower became stronger, it touched everything. Doing something new. Leading in a better way. Living in a more meaningful manner. It may just take the spark of three words. So, what are your three words for the new year? DISCLAIMER: The views expressed are those of the author and not necessarily The University of Texas at Austin. Jon Mertz is the Vice President of Marketing at Corepoint Health, a leading healthcare integration software company. Jon has extensive experience in the technology industry through his work at BMC Software, IBM, and Deloitte. Prior to this, he worked in Washington, DC, in various political appointee positions. Jon graduated from The University of Texas at Austin, McCombs School of Business, in 1993. He frequently writes on healthcare and technology topics at HL7Standards.com. Reprinted with permission. This article was originally published in Texas Enterprise (www.texasenterprise.utexas. edu), a publication of McCombs School of Business at The University of Texas at Austin. Southwest Collector Connector 21 Collections Solutions for Peak Performance Prioritize. Locate. Collect. Collections challenges demand solutions that deliver every competitive advantage. LexisNexis can help to see the difference that unmatched collections data and analytics can make to your bottom line. Our leading collections solutions are designed to boost recovery results and raise ROI: ® • LexisNexis Accurint for Collections: Increase collections with proven tools that deliver more right-party contacts and faster access to actionable data. ® ® “ Nearly 10 years of practical use and empirical testing has convinced me that LexisNexis is the premier information provider for the debt collection industry.” ® —Tony Caram, Director of Business Strategy, Weber Olcese • LexisNexis Collect Point Web Agent: Interact with customers 24/7/365 and accept ACH or credit card payments online to increase collections revenue. ® We also offer solutions such as Scoring, Contact and Locate, Bankruptcy Management and Workflow Optimization. For more information, contact us at 1.866.528.0780 or visit lexisnexis.com/risk/receivables-management. ACA OF TEXAS ASSOCIATE MEMBER Risk Solutions Receivables Management LexisNexis and the Knowledge Burst logo are registered trademarks of Reed Elsevier Properties Inc., used under license. Other products and services may be trademarks or registered trademarks of their respective companies. Copyright © 2013 LexisNexis. All rights reserved 22 Southwest Collector Connector Winter 2014 MAKE YOUR PLANS TO ATTEND THE 67th ANNUAL CONFERENCE AND EXPOSITION We are going back to San Antonio and the Menger Hotel! September 22 - 24, 2014 Menger Hotel, San Antonio, Texas “Built in 1859, the Menger Hotel is located immediately adjacent to the historic Alamo, San Antonio Riverwalk and the Rivercenter Mall. The Menger Hotel remains true to its origins. Although much has changed at the Menger, much remains the same, most especially the attentive services performed with obvious pride by dedicated employees. In addition to its significance as a historical landmark, the Menger offers unparalleled amenities including: The famous Colonial Room Restaurant, the Menger Bar (where Teddy Roosevelt recruited the Rough Riders during the Spanish-American War), downtown San Antonio's largest heated swimming pool, a full service spa, fitness room, and jacuzzi, just to name a few. We are pleased to advise you that all of our 316 guestrooms are 100% non-smoking. And, the entire hotel is now wireless!” Program and Speaker information will be available in about three months. If you attended the record breaking Conference here in 2011, You know you want to be here again! Winter 2014 Southwest Collector Connector 23 Meet Your Executive Committee ACA of Texas is a strong and vibrant organization; actively promoting our industry, engaging in the legislative process, and effectively working with consumers and regulators, because of the dedication of the men and women who volunteer to serve as our officers and directors and who freely give of their time, talents and resources. Mike Ryalls (President) is the President of RGS Financial located in Richardson TX. RGS has been in business since 2005 and services national and regional clients in the areas of automotive, credit card, medical, utility, commercial and student loan debt. Mike has 25 years in the credit and collections industry having held executive positions with several banks and finance companies. Throughout his career he has been responsible for the operations side of collections for start-up ventures. In addition, he has extensive subprime collection experience working and consulting for various issuers prior to cofounding RGS. Mike is actively involved in ACA affairs. Besides serving as the current President of ACA Texas, he previously served on the Ethics and Interstate Committees for ACA International and currently serves on the Judicial Committee. He is married with 3 young boys who are involved in sports and scouting. He is a Den Leader for Pack 290 in Frisco and enjoys spending time with his wife and kids, traveling, and racing cars in the amateur Chump Car series. Jeff Hurt (President Elect) is CEO at Southwest Credit Systems, LP, in Carrollton and has been on the board of directors for ACA of Texas since 2009. Jeff has a BBA in Accounting from Baylor University and is a CPA. His background includes extensive experience in the financial services and collections industry, including more than eighteen years as an executive in the collections industry. Prior to joining SWC over ten years ago, he served eight years as the Chief Financial Officer and later as the President for a successful collection agency specializing in the communications industry. Jeff also spent more than eight years as a Certified Public Accountant providing financial services for many Fortune 500 clients. He served as a manager for the international accounting firm PricewaterhouseCoopers. 24 Southwest Collector Connector Winter 2014 Larry (Ron) Nunley (Vice President) is the President of Certified Recovery Systems, Inc (CRSI) located in Houston. Ron has been a member of the board of directors since 2009. As president of Certified Recovery Systems, Inc (CRSI), an Accounts Receivable Management (ARM) Company and a 3rd party collection agency headquartered in Houston, Texas, he oversees the ongoing operations of an agency with more than 26 years of experience. Prior to purchasing CRSI, Ron worked in the financial advisory industry with an emphasis on estate planning and business succession planning. He received a bachelor’s degree in Business Administration-Economics from the University of Alaska, Fairbanks where he played basketball. In 1996 he obtained a Master’s degree in International Business Management from the Executive MBA program at the University of Houston. Andrew (Andy) Marancik, Esq. (Treasurer) received his Bachelor of Science degree in 1989 from the Pennsylvania State University and his J.D. from Thomas M. Cooley Law School in Lansing, Michigan in 1994. Currently, Andy is Chief Compliance Officer and Counsel, for LTD Financial Services, LP, in Houston. He was previously General Counsel for Pentagroup Financial, LLC and Redline Recovery Services, LLC. Mr. Marancik is a member of the ACA International’s Member Attorney Program, the National Association of Retail Collection Attorneys and, since 2010) a member of the Board of Directors for ACA of Texas. Greg Mason (Immediate Past President) was raised in Lubbock, Texas. He attended Texas Tech University, where he received a B.B.A in Accounting and a B.B.A. in Management Information Systems. Greg is a CPA, who practiced public accounting for 15 years, and then subsequently worked for 5 years as a CFO in the manufacturing industry, where he managed facilities in the United States and Mexico. Greg is the owner and CEO of Service Bureau, Inc., in Lubbock, Texas, which he purchased in 2007. Service Bureau specializes primarily in healthcare collections and serves a regional client base. Greg is married, has 2 sons and 2 daughters, and outside of watching his kid’s sports activities, enjoys snow skiing, wakeboarding, riding motorcycles, and an occasional round of golf. Winter 2014 Southwest Collector Connector 25 IMPORTANT ANNOUNCEMENTS DUES REMINDER FOR ALL ACA MEMBER AGENCIES If you have not renewed your ACA membership (state and national) for 2014, now is the time to do so. Membership is even more important in the coming years as we need to speak with one voice for our industry. ACA International and the many state Units are most able to be effective when we all stand together. Please renew as soon as possible. Thank You. OFFICIAL NOTICE Regarding the Upcoming 2014 Spring Meeting of the Board of Directors President Michael Ryalls has called for the Spring meeting of the American Collectors Association of Texas Board of Directors to convene at 11:00am on Tuesday, April 8, 2014 at the Frisco Gun Club, located at 6565 Eldorado Parkway, Frisco, Texas. The Board of Directors meeting is open to all ACA of Texas members. Your Association needs and welcomes the active participation of all of its members. Please consider how you can help your Association through volunteering to serve as an officer, director or committee member. For further information, please contact our Executive Director, Tom Morgan. He can be reached at either (512) 458-8666 or email at [email protected] . Scholarships for Graduating High School Seniors ACA of Texas Educational Foundation to Award $2,000 Scholarships The American Collectors Association of Texas Educational Foundation is again sponsoring a scholarship contest that is open to 2014 graduating high school seniors who are children, legal dependents or grandchildren of employees of agency members of ACA of Texas. The Foundation will award up to three (3) $2,000 scholarships to winning applicants. Applications are available at www.acaoftexas.com, by calling 512-458-8666 or emailing [email protected]. Completed applications and the required essay must be received by April 7, 2014. 26 Southwest Collector Connector Winter 2014 ® How much time are you wasting? ACA OF TEXAS ASSOCIATE MEMBER Increase Recovery Rates and Efficiencies with eBureau If you are working every account equally only to realize that you're wasting precious resources on accounts that aren't making you any money, eBureau's predictive scoring and skip tracing solutions can help. Increase recoveries and efficiencies with eBureau's scoring and skip tracing solutions. Identify accounts most likely to pay Focus your resources on the most profitable accounts and increase your speed to payment Use the data gathered to adjust your workflows Work the most profitable accounts, increasing efficiency of collector resources Learn valuable debtor insights Maximize the recovery process, including right party contact Learn More: www.ebureau.com/collections 320-534-5000 ACA OF TEXAS ASSOCIATE MEMBER The CMI Group Hosts Rep. Michael Burgess Tom Stockton, The CMI Group CEO, recently welcomed a member of Congress to the company’s holiday luncheon. Rep. Michael Burgess (R-Texas) recently visited and toured The CMI Group, an ACA International member agency in Carrollton, Texas. During the company’s holiday luncheon, Burgess congratulated The CMI Group team on a successful year keeping the economy healthy by helping consumer resolve their debt challenges. Burgess’s medical background as a physician for nearly three decades in Texas gives him a better understanding of the challenges and impact health care reform will have on the American people. He was happy to answer questions and provide insights into this and other burning issues The CMI Group team had regarding to possible future legislation. The CMI Group also welcomed David‘Leal, executive director for the Children’s Advocacy Center for Denton County, to the company’s holiday party. The CMI Group supports CACD in its fight against child abuse. Leal shared with CMI Group employees the effect of their donations and efforts to in the lives of local families. Tom Stockton, CEO of The CMI Group (I) thanks Rep. Michael Burgess after the congressman ‘s address commending CMI Group employees for their community involvement and for their significant role in keeping our credit economy healthy. Winter 2014 Southwest Collector Connector 29 ACA OF TEXAS ASSOCIATE MEMBER CollectPAC NEEDS YOUR HELP The primary purpose of this column is to encourage our members to participate in providing the funds needed to allow us to make campaign contributions that help to elect pro-business, conservative legislators who will work to make the Texas business climate better for all businesses. To that end, we want to always recognize and give thanks to those members (below) who have been faithful to support our PAC. 2013 - 2014 MEMBER HONOR ROLL Contributors shown below make a significant contribution to our efforts for this upcoming election cycle. $1,000+ Diamond $500+ Platinum $250+ $100+ Gold Silver $100+ Silver $50+ Bronze Tom Stockton Loraine Lyons Carrie Finney Paul Nagy Bil Edwards Paul Gauerke Todd Langusch Stephanie Rifenberg Greg Mason Sharon Morgan Ron Nunley Kevin Haire Darlene Mead Cliff Stephens Rich Turner Vic York Bonnie Finley Sherri Engberg Terry Simonds Tim Britt Chad Probst Tom Morgan Jean Bryant Mike Ryalls Under $50 Friends 11 Employees - The CMI Group Brad Odom GOOD NEWS: Between funds raised at the Bottle Auction during the recent conference and other fund raising activities, over $9,300 was raised for CollectPAC during 2013. BIGGER NEWS: In case you missed it, we are in the beginning stage of the 2014 Election Cycle. The primaries will be held on Tuesday, March 4, 2014. Now is the time to introduce yourself (and your company and our industry) to your state representatives and senators and other candidates for those offices. They are looking for your vote and will take the time to listen; invite them to your office, volunteer in their campaign, the time for action is NOW! Please consider your renewal right now or, if you’re not listed above you may have been on the contributors list for the previous election cycle, and if, you have not previously contributed, please consider doing so now. Just take a minute right now and fill out the form provided below and send it to our Association office. You may also call the office (512-458-8666) with your pledge and credit card information. Contributions can be scheduled on either a monthly or a quarterly basis by calling the Association office. Only personal checks or credit cards can be accepted. If contributing by credit card, fax this form to 512-458-8740. Thank you for supporting the efforts of your business’ Trade Association and those who volunteer to maintain a pro-business climate. Your support makes a difference. Please give what you can and Thank You for making a difference! Vic C. York, IFCCE, MCE. Chair, CollectPAC Trustees # American Collectors Association of Texas Political Action Committee CollectPAC Contribution & Pledge Card Member Contribution Levels Diamond-$1,000 Platinum-$500 Gold-$250 Silver-$100 Bronze-$50 Add my name to CollectPAC’s Honor Roll! Name: _________________________________________ Agency: ___________________________________ Personal Check for $ ___________ enclosed Charge $_________ to my ___ Visa ___ MC ___ Am Ex Name on card: _ _________________________________ Card #: _________________________________ Expiration date: ______________ Security Code ___________ Authorized signature: _________________________ For more information or to establish a monthly or quarterly payment schedule, contact Tom Morgan at 512-4588666 or [email protected] State law prohibits corporate checks. Mail your check and this pledge card to: ACA of Texas CollectPAC, 18604 Interstate 20 West, Lindale, TX 75771 Winter 2014 Southwest Collector Connector 31 The following members achieved the Professional Collection Specialist (PCS) Designation Shelly Akerly, Bonafide Asset Recovery, Coppell Zachary Boone, Account Control Technology, Inc., San Angelo Patricia Vega, Account Control Technology, Inc., San Angelo Patricia Bridges, Account Control Technology, Inc., San Angelo Tim Fairbanks, Account Control Technology, Inc., San Angelo Michael Havrilla, Account Control Technology, Inc., San Angelo Michael Listermann, Account Control Technology, Inc., San Angelo Shari McCoy, Account Control Technology, Inc., San Angelo Patricia Mucha, Account Control Technology, Inc., San Angelo Scott Nurczyk, Account Control Technology, Inc., San Angelo Susan Reyland, Account Control Technology, Inc., San Angelo Aubrey Ritchie, Account Control Technology, Inc., San Angelo Crystal Rodriguez, Account Control Technology, Inc., San Angelo Matthew Sabo, Account Control Technology, Inc., San Angelo Alexander Zushchuk, Account Control Technology, Inc., San Angelo These individuals received the Scholar Designation Tiffanie Tribble, TRS Recovery Services, Inc., Houston Peggy Lyle, Credit Systems International, Inc., Fort Worth Darlene Mead, Credit Systems International, Inc., Fort Worth Norma Valverde, Amron Professional Services, Inc., San Benito Kudos to the following members who achieved their Certified Credit and Collection Compliance Officer (CCCO) Designation Stacey Kelsey, Credit Systems International, Inc., Fort Worth Peggy Lyle, Credit Systems International, Inc., Fort Worth James Wingard, Texas Guarantee Student Loan Corp., Round Rock Lesley Beale, Receivable Management, Inc., Arlington We salute our latest member to obtain the Fellow Designation L. Ron Nunley, Certified Recovery Systems, Inc., Houston Erin Harness, RGS Financial, Inc., Richardson Stefanie Ratcliff, RGS Financial, Inc., Richardson Congratulate Our Newest Certified Trainer (TSP) Designee Kimberly Lynch, MVBA, P.C., Round Rock 32 Southwest Collector Connector Winter 2014 Professional Education & Development ARE YOU INTERESTED IN DEVELOPING A BETTER DEFENSE AGAINST COSTLY LAWSUITS? Lawsuits have consistently proven two facts: A well-documented training program, which provides thorough education of all appropriate staff, is the best way to prevent becoming a defendant in a lawsuit, and it also is the best defense against a lawsuit! The ACA of Texas Professional Education Committee is committed to assisting members with training issues, and with coordinating professional skills development training programs sponsored by ACA International. Examples of the training programs, courses, and services available from ACA include: • Unit Training Library – members may check out the unit’s “FDCPA Essentials for Collectors” and the “Essential Collection Skills & Techniques for Collectors” [CD-ROM] Training programs. This service is provided free to our members (just pay the shipping to return the CDs)! • Assistance in scheduling ACA Seminars in specific cities, or in-house training for members. Contact either our state office (512-458-8666) or the committee chair for more information, or to arrange a seminar. Campus ACA is the umbrella organization for ACA International’s diverse professional and educational certification programs for collectors and agencies. Resources include local and in-house seminars, on-line seminars and teleseminars, web courses, conferences and conventions, training materials and the Professional Practices Management System (PPMS). Some upcoming educational opportunities: Date 2/4 2/5-6 2/11-13 2/11 2/18 3/11 3/18 3/19-21 3/25 4/9-10 7/23-25 Event NMLS Training & Troubleshooting Skiptracing & Cybertracking Techniques Health Care Collection Management Motivating Employees Thru Dialing Fatigue & Burnout UDAAP & the CFPB: What it is & How it applies CFPB Update Foundational Training on PPMS Spring Forum and Expo Driving Organizational Goals with Dashboards FDCPA: Essentials for Collectors ACA International 75th Annual Convention & Expo Location/Type Teleseminar On-line On-line Teleseminar Teleseminar Teleseminar Scottsdale, AZ Scottsdale, AZ Teleseminar On-line Chicago, IL For more information and a complete listing of these educational opportunities, visit www.acainternational.org or contact the Education Department at 952.928.8000. Please let us know how we can better serve your education and training needs! Education Committee Chair: Ron Nunley, Houston 713-464-8219 [email protected] Area Coordinator Info: (Houston) Jason Bryant 936-756-7741 [email protected] (Austin/Central TX) Open (West Texas/Panhandle) Open (Dallas/Ft. Worth) Daron Ratcliff, Carrollton 972-406-6704 [email protected] (North/Northeast Texas) Open (San Antonio/South Texas) Julie Goforth-Osantowski 210-410-6061 [email protected] Please contact Ron Nunley if you would be willing to serve as an Area Coordinator. Winter 2014 Southwest Collector Connector 33 As We Start 2014 Please Give a Sincere “Thanks” to our Associate Members Automated Voice & Data Solutions – Luke Johnson and Walt Doyle BillingTree – Chad Probst and Rob Kennedy Business Ink – Reid Kuhn CDS Software – Jeff Hieber Columbia Ultimate – Bonnie Finley and Nancy McLaughlin CompuMail – Jason Rhodes DAKCS Software – Deb Kilroy and Ashlee Hyden eBureau – Sherri Engberg, Lera McGerty and Kevin Haire EFT Network – Tanya Seip and Trista Siltman Global Connect – Alma Clark Information Access Technology – Paul Lowry LexisNexis – Alex Selma and Eric Lutsch LiveVox, Inc. – Travis Morgan, Tom Saratella and Julian Varga Merchant Solutions International – Roxanne Franks and Brian Ward Ontario Systems – Rozanne Andersen and Rachel Marsh Pathfinder LL&D – Tom Clark Renkim – Cliff Stephens RevSpring – Frank Calderone, Rich Turner and Tim Schriner Silicon Benefits, Inc. – Don Canada, Jr. and Angie Martin Source HOV Services – Harry Vasquez and Ivan Trejos Thomson Reuters – John Cosenza, Esq. and Ben Campbell We sincerely appreciate the support of each of these companies and their representatives. To learn more about each of these companies and their products and services, go to our website at www.acaoftexas.com where you can find a link to their website. Also, make your plans to meet them at our 67th Annual Conference at the Menger Hotel in San Antonio, September 22-24, 2014. 34 Southwest Collector Connector Winter 2014 ACA OF TEXAS ASSOCIATE MEMBER ACA OF TEXAS ASSOCIATE MEMBER ACA OF TEXAS ASSOCIATE MEMBER ACA OF TEXAS ASSOCIATE MEMBER Continued from page 5 stories, and make your voice heard in every way possible. Even if you have nothing to say, take the time to meet those men and woman who you have trusted with your future. Make sure that they understand the issues affecting your business. The CFPB, TCPA, state regulations, taxes, DOL issues, Affordable Care Act, and frivolous law suits all come to mind, but yours might be very different. To retreat or to simply be a bystander perpetuates the false ‘government as God’ maxim. We can and do make a difference when we actively and diligently participate in the process. With over 5,000 ACA businesses, a 100% participation rate would Continued from page 15 choice of a course of action – among them the company’s strategic objectives, which need to be clearly defined, well founded, and widely communicated internally. In addition, the corporate culture and management skills have to be compatible with the selected strategy – the availability of resources, financial and other, will also be a critical factor in the decision. Finally, an analysis of the internal rate of return of each option under consideration will offer an objective way to measure the efficiency of the invested capital in each case. This commonly utilized management tool evaluates the desirability of an investment or project by ranking it against cost of capital. The premise being an investment whose internal rate of return exceeds its cost of capital is profitable and adds value to the company. The Pros & Cons Normally, companies in the lower middle-market tend to rely on organic growth to reach maturity before they will venture into the rapid and more sizeable growth available to them through acquisitions. This is in part due to some misconceptions that exist around the adoption of an M&A strategy. Key among them is the belief that financial resources are harder to come by to buy a company than to fund modest and less demanding traditional growth. This is not necessarily true, as the financial benefits of a substantial and sudden increase in size (revenues, profits, assets) is rarely overlooked by lenders or investors, especially when acquirers have a solid plan and possess the management skills to execute it. A common way to fund acquisitions is through additional equity contributions made by a growthrecapitalization partner such as a private equity group with industry-specific interests. In fact, these partnerships usually add an important synergistic component by bringing to the table their existing industry-relationships. Another commonly held Winter 2014 make us one of the most powerful associations in the country. Protect your priorities and get involved. Michael Ryalls, President ACA of Texas belief is that acquisitions are only for larger companies. Evidence increasingly points in the opposite direction as a growing number of business owners approach retirement age and become willing sellers to competitors of similar or even smaller size. Finally, there is the notion that acquisitions are riskier by their very nature, when in fact their riskiness, as that of any growth strategy adopted, can be managed with proper planning. Execution of an acquisition strategy can indeed be more demanding, but it can also be more rewarding. As desirable as corporate growth may be, managers have the obligation to frame it within the long-term strategic objectives of the company taking into account the full range of stakeholders involved. Shareholders must demand from managers that their decision to pursue one growth strategy instead of others produce clear and tangible benefits beyond increased revenues. The sustainability of most businesses in today’s complex and highly interconnected corporate environment is less related to the pursuit of growth, and more related to the reasons behind the strategic decision to grow. Roy Graham and Eduardo Berdegué are Managing Directors of the San Antonio-Austin office of Corporate Finance Associates. CFA is a middle-market investment banking firm specializing in assisting business owners and corporations seeking to buy or sell a business, or recapitalize. CFA also has Texas offices in Dallas, Houston and Midland. www.cfaw.com Southwest Collector Connector 39 INDUSTRY NEWS Kaulkin Ginsberg Announces the Launch of Research Fellows Program Kaulkin Ginsberg announced recently that it has launched a research fellows program in conjunction with the University of Maryland. Students will investigate specific aspects of the accounts receivable management industry. “I am thrilled with the student’s research capabilities and presentation skills,” said Mike Ginsberg, President and CEO. “It is critical for executives to have the highest level of authoritative information available to make informed decisions about the growth and direction of their business.” Each semester, students will be carefully selected and assembled into groups to gather information related to specific aspects of accounts receivable management. They will prepare and present report level information which will be made available to owners of ARM companies and other industry participants. ACA Member Obituary: Kent L. Green Kent L. Green, founder of ACA of Texas Associate Member DAKCS Software Systems in Ogden, Utah, passed away on Nov. 30, 2013. He was 74 years old. After attending Weber State University in Ogden in the 1950s, Green moved to Idaho and managed several finance offices. In 1961, he partnered with his father Wayne to form Green & Son’s, a debt collection agency in Ogden. In the early 1980s, Green founded DAKCS Software Systems. DAKCS, the pioneer company of the debt collection software industry, now services more than 300 collection agencies, hospitals and utility companies nationwide. The CMI Group Announces New Director of Collections The CMI Group of Carrollton, TX is proud to announce the addition of Jim Lynch to the Company’s 3rd party and Debt Purchase Recovery team. Mr. Lynch comes to CMI with nearly 15 years of ARM industry experience. Having held previous leadership positions within the industry, Jim will bring valuable insight and knowledge to our 3rd party and Debt Purchase Recovery operations. In his new role as Director of Collections, Mr. Lynch will be responsible for all daily and ongoing collection functions and will report directly to the VP of Operations, Bethan Cross. 40 Southwest Collector Connector Winter 2014 Continued from page 11 In Summary NEWS YOU SHOULD KNOW knowledge can help lower customer acquisition costs, shorten sales cycles and increase the predictability of sales forecasts. FTC Proposes New Policy Statement on Collecting Are We Making the RightDeceased SystemsDebt Investments? From customer relationship OneCommerce October 5,solutions 2010 thetoFTC announced that it management is clarifyin its (CRM) to MA systems, every decision shoulda proposed be made position on to thesupport collection of deceased debt through statement. withpolicy long-term needs in mind and should be integrated with all applicable systems internally. The FTC said its proposal clarifies that it will not take against debt collectors Thisenforcement is importantaction because technology is oftenwho a bigcommunicate investment with a decedent’s spouse or executor, administrator and it persons for companies, both in hard and soft dollar costs. Getting right authorized to handle a deceased person’s estate. But the the first time will save significantly in the long run throughagency more said the proposed policy clearquickly that misleading streamlined operations and guidelines the abilitymake to scale without consumers about their personal obligation in paying a deceased the need to dramatically increase headcount. person’s debt is a violation of FDCPA. When choosing systems, it doesn’t need to be bleeding edge or The FTC’s proposal also provides specific guidance on how even leading edge, but every investment does need to support collectors must communicate with authorized estate payers. business growth in the short- and long-term. Some companies optThe to create their own system, reasoning that they can create proposed policy statement will be published in the a solution that is tailored to public their specific needs. In theory, this Federal Register and the has until November 8, 2010 sounds great, but while a home-grown system may work exactly to comment. as a business does today, they often don’t scale well. Asking the right questions of the team and fostering a candid “Celebrity”about FDCPA Litigant by Texas conversation where the Slapped company standsJudge today is paramount to stay competitive in today’s economic environment. A Federal Magistrate Judge in Texas said this week that a plaintiff Top performing CEOs aren’t afraid to ask the tough questions suing a collection agency for FDCPA violations filed the case – they will provide critical data that can be leveraged to create a in bad faith and that not only should his case be dismissed, but cohesive strategy involving people, execution, and money, all of he should be found liable for the attorney’s fees accrued by the which is essential to exceed revenue and profitability goals. debt collection agency over the course of its defense. Christa Kleinhans Tuttle is the Founder of Launch Marketing, a The judge wrote that Craig Cunningham’s case against The CMI boutique marketing services firm who helps B2B companies generate Group, hadIn“no of side-by-side material fact” leads andCarrollton, drive revenue. hergenuine role, she’sissues worked with and should be dismissed. Cunningham sued CMI Augustone countless entrepreneurs and CEOs on their company’s in number 2009 alleging thatrevenue in theand course of attenpting to collect a debt objective: growing profits. Reach her at [email protected] originating with Time Warner, the ARM firm had violated the FDCPA, the TCPA, the Texas Debt Collection Act and the Texas Deceptive Trade Practices Act. “We’re obviously very pleased with the way the case has gone so far,” said Tom Stockton, Chairman and CEO of CMI. “I hope this case further exposes the cottage industry of suing debt collection firms for profit,” said Mike Ginsberg, President and CEO of ARM advisory firm Kaulkin Ginsberg. 3414 East 5th Street | Austin, TX 78702 | 512.389.1747 | Fax: 512.389.1753 email: [email protected] 46 Winter 2014 Southwest Collector Connector Southwest Collector Connector Fall 2010 41 Business Address Changed? New Website or E-mail Address? Help us keep our membership records c u r re n t s o t h a t y o u re c e i v e t h e m o s t up-to-date information possible. This will become especially important during the upcoming year. Contact tmorgan@texascollectors. com or call 512-458-8666 with updated mailing and e-mail addresses and phone numbers. Also, be sure to send us your website address for posting to www.texascollectors.com. Index to Advertisers ACA International . .....................................44 Arming Heroes.............................................19 ArtJam Productions......................................41 AVDS ............................................................10 Billing Tree ...................................................18 Business Ink .................................................14 CDS Software ..............................................35 Columbia Ultimate ......................................20 CompuMail....................................................30 DAKCS ..........................................................4 eBureau...........................................................27 EFT Network................................................12 Global Connect ...........................................43 HOV Services................................................37 IAT ..................................................................6 Lexis Nexis .....................................................6 LiveVox............................................................8 Merchant Solutions International .............28 Ontario Systems............................................17 Pathfinder/LL&D........................................13 Renkin.............................................................16 RevSpring.........................................................2 Silicon Benefits Insurance ..........................38 Thomson Reuters ........................................36 Membership Event Postings The ACA of Texas’ Southwest Collector Connector will post member announcements for anniversaries, birthdays, graduations, weddings or other significant events that occur in the lives of our members. Since this is a quarterly publication, the announcements can be in the recent past or in the future. Please send all announcements to [email protected] and, if possible, they will be published in the next issue to be published. Include your name and a contact phone number.Membership Event Postings 42 Southwest Collector Connector Winter 2014 The Cloud is our playground. Over the past decade, Global Connect has helped client partners make billions of calls, while maximizing productivity, reducing costs, and ensuring compliance. Leverage the power, the flexibility and the functionality of GC1 Peak Dialer. ACA OF TEXAS ASSOCIATE MEMBER 888-421-4151 gc1.com And we’re at the top of our game. Collectors Insurance Agency A Subsidiary of ACA International Your future. Our purpose. Collectors Insurance Agency—here for you, your business and your future. Together, we protect an industry. Contact us today at (952) 926-6547 or [email protected]. Your professional staff at Collectors Insurance Agency apply the vital experience required to address your complex insurance, bond and licensing needs. Your business is our only business. Commercial insurance – Statutory and client bonds Licensing/qualifications/annual reports – Industry-specific loss prevention Coverage review and audits – Contract reviews – Invested carrier partners Proactive review of corrective measures – New service exposure analysis Contact Us: (952) 926-6547 [email protected]