Can a person in collections ACTUALLY create raving fans?

In 99 percent of cases, the honest answer is  a probable “no.” Collections is usually associated with pressure, frustration, and strained conversations. But every once in a while, there is an absolute exception. In Texarkana, Lindsey Russett proves that collections can be relationship driven, respectful, and even appreciated. Through empathy, flexibility, and genuine care, she turns difficult conversations into long term trust and loyalty.

Relationships Before Receivables. 

 Lindsey’s approach starts with understanding, not demands. She believes her role is to help, not to threaten.

“I don’t hold customers’ feet to the fire,” she says. “I don’t have to have every invoice paid. If you will just communicate with me, I’m trying to help you.”

She takes the time to understand what is really happening on the customer side. Lost mail, invoice issues, role changes, or internal confusion all get addressed calmly and thoughtfully.

“My job is to try to find as much background info as I can so I can help them efficiently and effectively.”

Respect Changes Everything.

Even in challenging situations, Lindsey keeps her composure and her humanity.

“If you’ve ignored me 75 times, and you’re calling in for service, I still try to keep a good attitude,” she explains. “I don’t go in there being a jerk. I don’t have an attitude.”

Over time, she has learned that patience and respect go much further than pressure.

“These are just people, right? Most people want to do the right thing.” That mindset helps customers feel heard instead of cornered, which makes resolution easier for everyone.

When Customers Become Fans.

The results speak for themselves. Lindsey has built relationships so strong that customers genuinely enjoy working with her.

“I have people who want to take me to lunch,” she shares. “I’ve heard, ‘I just absolutely love working with you. You’re so personable, and you always take care of me.’” One customer even told her that if she ever passes through Texarkana, she plans to stop by for a hug.

Lindsey sums it up best. “In hindsight, it’s easier for all parties to develop that relationship.”

In a role where raving fans are rare, she proves that the right approach can change everything.