I had a great conversation with LaDonna Bohling regarding our BOB – Best of the best practices for Collection companies and leaders.
LaDonna brings 22 years of ACA experience and a social work background that offers unique insights into people-centered leadership.
In this article are my key takeaways from our conversation.
Watch Now
Watch me and LaDonna Bohling talk below. Or click here to watch it on my LinkedIn.
My Key Takeaways
- Attracting Gen Z talent: Small businesses can’t match big tech salaries, but we can offer something more valuable – genuine opportunities for growth and a voice that’s truly heard.
- Before difficult decisions: Always ask “What could I have done differently?” Leadership accountability often reveals solutions we initially missed.
- Language shapes culture: Words like “debtor” create distance. “Customer” shows respect and builds relationships.
- AI adaptation is survival: Companies that don’t embrace AI integration won’t just fall behind – they’ll cease to exist.
- Emotional intelligence in action: When customers feel vulnerable or embarrassed, our response determines whether we build trust or create barriers.
Conclusion
These key takeaways from our discussion with LaDonna highlight the essential practices that separate good collection companies from the best.
Her 22 years of ACA experience combined with a social work background provides a unique perspective on people-centered leadership.