I missed an eBay bill whilst I was away, and the e-mail address listed on the site is one I rarely check. So I've missed their reminders about paying it too (it's sorted now). Last week their debt collection agency began hassling my parents at an old address (no longer listed on the website) in a very unpleasant manner for the money.
Now debt collection agencies have a job to do, but the manner they go about that job reflects upon their employer. The success/failure of a debt collection agency doesn't depend upon an individual/business ever using their employer again, but rather whether they can get that money from the individual/business. This creates a PR problem.
Looking at the eBay forums there are numerous unanswered complaints about the practices of their debt collection agency. The complaints detail suspect-looking characters trying to force their way onto properties without the necessary legal documentation. This is eBay's weakest PR link. The link which lowers eBay's reputation in the eyes of its public (this is the stuff people talk about).
Consider the money you spend on your PR (or that of clients). Have you supported many social causes? Has you CEO been featured in an uplifting profile piece in the local rag? Did you finally get a story in national news?
Now imagine how quickly all that could be ruined by a receptionist in a bad mood or a suspect debt collector stubbing a foot in the front door and refusing to leave the property.
Who is your weakest PR link?
26 September 2007
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6 comments:
Sorry, but I have little sympathy. What is wrong with a company chasing up an outstanding debt? Pay your bills on time, or set up an automatic payment mechanism. Debt collection agencies are almost always heavy handed, but they exist only to chase-up bad debt.
Fair point, and there is absolutely nothing wrong with a company chasing up an outstanding debt, it is to be expected.
What is wrong is the manner in which they do chase up a debt and how it reflects upon their employer. Just because debt collection agencies are almost always heavy handed, doesn't mean they have to be. Industries are constantly redefined by people doing things differently.
My point is if a suspect debt collector shows up at the front door on behalf of eBay - breaks the law by not producing a court order or leaving when asked - it reflects badly upon eBay. And it is what people will (and are) talking about.
I agree that collectors should be held to a high ethical standard but, at least in the U.S., it's not just a self regulating industry. There are many laws that protect a debtors rights and spell out just what a collector may or may not do. Check out the Fair Debt Collection Practices Act.
Your situation sound like an honest oversight but remember this is not the typical situation a collector deals with day in and day out. They may come across heavy handed but that's mainly because most folks they talk to are trying to avoid paying altogether. Ethical collectors follow the laws, and treat people with respect and want to help find solutions. Unfortunately you don't hear many stories complimenting these types of collectors. It's a thankless job but somebody's got to do it.
Great topic! Everyone from the CEO to the receptionist to the collection agency can be "The Weakest Link!" ... or a strong link!
In our business, our clients benefit from "early, diplomatic, 3rd party intervention!" One would only use our agency early if they were confident that we would treat their clients with dignity and that costs could be controlled.
Thanks for highlighting such an important topic!
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i can help you with your loan funds
contact me as soon as possible
Adrian Mcnight.
Email:financial_districtforum@yahoo.com
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