Coloring Your Collections, 2014 CreditScape, Western Region Credit Conference Seminar Slide Deck, sponsored by Credit Management Association. More information: www.creditmanagementassociation.org

1. October 15-17, 2014 - CreditScapeConference.com - #creditscape
THE POWER OF PERSUASION
Diana Crowe
IAB Solutions
October 17, 2014

3. • Motivational Value Style (MVS)
We all do what we do in order to feel good about ourselves;
that is, we act in order to satisfy our needs (i.e. what
motivates us)
In the credit and A/R world…
Our Needs = Money

4. Review Common Characteristics
Behaviors
Values
How others perceive our style
Working with other styles
Collecting from the colors

5. TRUE BLUES

6. TRUE BLUES
Altruistic-Nurturing
Loyal
Friendly
Dependable
Easy Going
Supportive
Responsive
Cooperative

7. TRUE BLUES
Basic Value System
Genuine Concern for the Protection, Growth and Welfare
of others with little thought of material reward in return.
Open and responsive to the needs of others
Always looking for ways to be helpful
Want to make life easier for others and avoid being a
burden.

8. TRUE BLUES
Difficult to determine what
they truly want.
Negotiations challenging –
not sure what their “win” is.

9. TRUE BLUES
Typical Behaviors
• Unhurried reactions
• Maximum efforts to relate
• Minimum concern for effecting change
• Current time frame
• Tend to reject conflict

10. TRUE BLUES
IN SUMMARY
MAIN VALUE:
NEED:
SPECIALTY:
WEAKNESS:
People & Relationships
Stability
Support
Reluctance to
Initiate Change

11. TRUE BLUES
Collecting from Blues
Take note of any personal information they share (kids,
vacation, pets, etc.) When you follow-up, ask!
Reds especially need to be careful – push too hard and a
Blue will shut down, back away and, whenever possible,
avoid your calls in the future.
Developing relationships with our customers is always
important – with a blue, it’s critical!

12. RED HOTS

13. RED HOTS
Assertive-Directing
Objective
Determined
Requiring
Decisive
Independent
Pragmatic
Efficient

14. RED HOTS
Basic Value System
Seek gratification through their concern for the
accomplishment of tasks
They want to organize people, money, time and
opportunity and any other resource towards that end.
They have a clear sense that through their
accomplishments, they have earned the right to be
rewarded for success.

15. RED HOTS
Typical Behavior
Swift Reaction
Maximum effort to control
Minimum concern for caution in relationships
Immediate time frame
Direct action
Tend to reject inaction

16. RED HOTS
Difficult to work with (can be a bit
bossy at times)
Very “bottom line” driven…which
sometimes leads to stepping on toes,
etc.

17. RED HOTS
IN SUMMARY
MAIN VALUE:
NEED:
SPECIALTY:
WEAKNESS:
Action
Results
Control
Don’t always listen or
Seek input – simply act!

18. RED HOTS
Collecting from Reds
Be Prepared! Have all your facts and information ready
before you call. Get straight to the point.
Be Direct. Reds respect the bottom-line – deliver.
Note what form of communication your red responds best
to: Email, Phone, etc. Utilize that format first. If response
level changes, something else is typically going on.

19. COOL GREENS

20. COOL GREENS
Analytical-Autonomizing
Industrious
Persistent
Serious
Precise
Systematic
Detail Oriented
Exacting

21. COOL GREENS
Basic Value System
Great concern for self-dependence
Need assurance that things have been thought through
and sorted out so meaningful order is achieved and
maintained.
Objective and in control of their emotions.
Cautious and thorough; fair and principled
Always want to think before they act.

22. COOL GREENS
Typical Behavior
Slow reaction time
Maximum effort toward organization
Minimal concern for relationships
Historical time frame
Cautious action
Tends to reject involvement

23. COOL GREENS
Difficult to work with due to
long analysis time...
hesitation to commit
Analysis Paralysis

24. COOL GREENS
IN SUMMARY
MAIN VALUE:
NEED:
SPECIALTY:
WEAKNESS:
Thinking
To Be Right!
Details & Systems
Inability to Declare

25. COOL GREENS
Collecting from Greens
Don’t skip on the details!
Emails are typically their preferred method of
communication as it allows them to have and process the
information without undue pressure.
Know when to escalate. Analysis paralysis can make it
challenging for them to complete a review and set up your
payment when there are disputes.

26. RAINBOWS

27. RAINBOWS
Flexible-Cohering
Imaginative
Enthusiastic
Outgoing
Fun loving
Stimulating
Ambitious
Spontaneous

28. RAINBOWS
Basic Value System
Open minded and willing to adapt and change
Like to know a lot of people and be known by a lot of
people.
Consider flexibility to be a key factor in their success
Concern for the welfare of the group, membership in the
group and flexibility in pursuing group goals.

29. RAINBOWS
Typical Behavior
Rapid reaction
Maximum effort to involve
Minimum concern for routine
Future time frame
Impulsive reaction
Tends to reject isolation

30. RAINBOWS
Considered “wishy-washy”
at times.
Greens consider them
highly emotional.
Blues consider them
highly demanding.
Reds consider them too
sympathetic.

31. RAINBOWS
IN SUMMARY
MAIN VALUE:
NEED:
SPECIALTY:
WEAKNESS:
Intuition
Approval
Social Skills
Not Checking

32. RAINBOWS
Collecting from Rainbows
Potentially challenging as their color may change from
contact to contact.
Because they change to suit the situation, you can opt to
deal in your preferred style.
Remember their main need is approval, formulating your
approach to recognize them for the value they bring to the
trading partnership.

33. IAB SOLUTIONS
When Positive
GREEN
18%
RED
14%
RAINBOW
22% BLUE
46%

34. IAB SOLUTIONS
When In Conflict
RAINBOW 6
RED 13%
BLUE 34%
GREEN 46%

35. RED - BLUES
Assertive nurturing types:
Compete to win for the sake of others

36. RED-GREENS
Judicious Competing:
Want to outwit the opposition
Within the limits of the rules

37. BLUE - GREENS
Nurturing-Analytical
Want to use their head to
Be of help to others

39. IN CONCLUSION
 Know your Color (MVS)
 Learn to recognize the Color
(MVS) of others
 Use what you know to collect and
communicate better!

40. Wanna talk some more? Have
Questions?
Diana Crowe
DCrowe@iabllc.com
630-537-0840