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PCM is about more than just
technology, however. The com-
pany will continue to be suc-
cessful, because they put their
clients first.
Brad recalls what the company
learned when they were con-
ducting their in-depth inter-
views with past, present, and
potential clients:
“Among the people we already
worked with, the number one
thing they liked was that we had
their back,” he says. “They knew
they could count on us. They
didn’t need to explain things to
us; they didn’t need to follow up
all the time. They could send the
work to us and they just knew
we would do what’s in their best
interest.”
That kind of trust is rare in the
collections world, he explains.
He believes they have earned it
by working with clients closely,
by walking them through the
entire process, and by being
there for them when they need
them.
Those factors are why the ma-
jority of PCM’s clients are long-
standing. Three of their largest
clients have even gone through
mergers or acquisitions over the
last dozen years, and the result-
ing company has still retained
their services. That’s because
when that happens, Brad and
his team makes it a point to fly
to wherever they need to in or-
der to introduce themselves to
the new company and explain
their value.
“To my mind, we make a large
initial investment in our clients
from a relationship perspec-
tive,” Brad explains. “We make
sure they are 100 per cent com-
fortable with who we are, how
we operate, and why we were
a vendor for the company that
got purchased.”
“Clients tend to feel pretty good
about keeping us on after that,
because if we’re going to make
that kind of investment, they
can tell that we’re serious,” he
says. “Most companies wouldn’t
do that, but we’ve come out
smiling every time, so we’ll con-
tinue to do it. It seems to be
working for us.”
Investing in
relationships
NOVEMBER - DECEMBER 2019
“Clients tend to
feel pretty good
about keeping
us on after that,
because if we’re
going to make
that kind of in-
vestment, they
can tell that we’re
serious.”