Protect Your Company’s Online Reputation

Consumer reviews are transforming the accounts receivable management industry. Here we highlight some of the ACA member companies that are leveraging positive feedback to drive industry-wide advancement.

12/19/2024 12:40 P.M.

2.5 minute read

In the accounts receivable management industry, trust and credibility are paramount. That’s why online reviews, like those on Google, have become invaluable assets for businesses.

This positive feedback not only validates the effectiveness of your services but also boosts your employees’ morale and challenges the negative portrayals of our industry in the media.

Here are some recent Google reviews for ACA member companies:

• InvestiNet, LLC, Greenville, South Carolina
  “Julia walked me through everything and was very friendly. Thank you to her for the calming attitude! She most definitely deserves consistent pay raises, hassle free health care, for the level of service she is providing for this company!” – Jaris Morrison
• TrueAccord, Lenexa, Kansas
  “Easy to work with. They care and will work out reasonable plans making it easy to afford. Thank you so much.” – Rebecca Beech
• American Profit Recovery, Farmington Hills, Michigan
  “The staff is very friendly and helpful, and the process is very simple.” – Emily Boston
• State Collection Service, Madison, Wisconsin
  “Dominique Price was awesome to work with to pay our bill! She was super professional in securing payment! State Collections Services is lucky to have her as a supervisor! Dominique definitely deserves a huge per hour raise! Unbelievable asset to the company. Thank you Dominique for your understanding and ability to resolve our bill! God Bless you!” – Gil Nelsen
• MRS BPO, LLC, Cherry Hill Township, New Jersey
  “This company is by far the most pleasant crediting experience I have ever had. Their phone representatives; their online portal & their flexibility goes a long way to counter the inhuman frenzy of many other debt collectors. Overall, I would choose this company as my creditors every time, if I could.” – Shmuel Edelman

How to Track Your Google Reviews

If you’re starting from scratch, log in to your Google Business profile. Next, train your staff to actively request reviews from consumers by providing them with a script or prompt to ensure consistency. You could even text consumers the Google review link or include it as a QR code on paid-in-full letters.

Lastly, establish a strategy for responding to reviews. Google will notify you when a review is posted, allowing you to engage with each one through the “Response from Owner” tab.

In the event of a negative review, Tim Collins, general counsel at InDebted, advises a proactive approach. For example, he said InDebted’s policy involves responding to any Google ratings below three stars and escalating them to the director of operations for internal review, potentially leading to training or process improvements.

Read more tips on how to leverage your company’s Google reviews here.

ACA members can also watch this ACA Huddle, where Branding Arc’s founder and CEO Adam Parks and executive vice president Katalina Dawson discussed the basics of online reputation management for collection agencies.