As the months pass it becomes more than obvious, the average consumer is struggling. This has reflected in my workload as I feel certain it has in most every area of collections. So much so, that in recent months I have needed to make field calls as in years past. True, this is not the most efficient way to reach members. However, it can be effective. Though I have clearly made hundreds of visits to people’s homes, I take it serious every time. Anything can happen!            

You may not be able to make personal visits due to the location of your member, but if you do; I have listed below some guidelines and safety tips for this part of collections.

·    Plan your route with maps and account notes and copies of titles, if needed. Leave a list of stops with someone in the office. At a minimum, tell them where you are going and what time you should be back. Make sure they have your cell phone number.

· Take plain white envelopes to leave messages at the home. Also take plain white note paper. When leaving an envelope with a note, write the member’s name on it with the words “personal, private” in the bottom left corner. 

·   DO NOT LEAVE BUSINESS CARDS just stuck in a door. Especially, if your title is on it. Always put a note or card in an plain white non-see through, envelope. 

· Take a charged cell phone. I started when cell phones did not exist. I had to call in at pay phones! (they were a dime in most places..)

· Approach a home slowly and watchfully. Do not run toward a house, it may startle the people inside.

· Always Smile when talking to the person who answers the door. It puts them at ease.

· As with the phone, ask for the member by first name only-Hey, is Greg in?

· Listen and ask only pertinent questions. Do not appear nosey.

· Be respectful, say “Yes” and “Thank you” and “No, Ma’am”, and “Yes, Sir”!

· Do not mention that your member is past due on a loan when speaking to a third party. If asked, “Why are you here?”, you may say something like; “Well, Tom has personal business with our Credit Union and I need to speak to him.”

· Do not block people in when you park. This can appear aggressive. The exception would be if you are repossessing and the unit is there. I have parked behind the car that I want to secure. 

· If there is no one home, be cautious about going to the back of the home. Neighbors talk.

· If no one is home and there is doubt about the member still living there, consider going to a neighbor to verify residence. Do not say where you are from, just say something like, “Hey, I rang the door bell and no one answered, do you know if Billy is home?” Then just listen. Most neighbors love to talk.

· As with any visit to a member’s home, if you feel unsafe leave.

· Do not stare into windows, this can be seen as invasive. And- that’s right- neighbors talk. Especially about unknown visitors.

· Have some identification that you work for the CU in case you are stopped by authorities.

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