In your book, you wrote about collectors having a Customer Service orientation. Can you elaborate on this point?

Answer: Business is highly competitive. Companies place premium on customer service, so customer service is a way for organizations to differentiate themselves from competitors. Businesses believe that by exceeding customers' expectations they will increase their market share. Every employee, including the collection team, is expected to be customer oriented. The goal of the collector is to collect the past due balance and maintain customer goodwill. For example, threatening to hold orders is a double-edged sword. It might result in payment, or it might drive the debtor into the arms of a waiting competitor.