Don’t Take It Personally: The Mindset That Makes a Great Collector
Before I ever got into the world of credit and collections, I was working in banking. I specifically worked with local business owners to help them grow their businesses and improve their cash flow. That role led to a new opportunity. One of my customers recruited me to come work for their company and help improve their receivables. That man became my boss, and eventually, my mentor.
And somehow, all of that has led me here today. Funny how life works out sometimes.
About ten years ago, he recommended I read The Four Agreements by Don Miguel Ruiz. At the time, I didn’t realize how relevant it would become to what I do every day in credit and collections.
Two of those agreements have stuck with me ever since:
Always do your best
Don’t take anything personally
It’s a simple combination — but in our line of work, it’s a game-changer.
🧩 You Can Own the Outcome Without Owning the Emotion
The truth is, collections can get personal fast.
You’re chasing money. Customers are stalling, ghosting, or shifting blame. You’re trying to keep things professional while dealing with situations that are anything but.
That’s why this mindset is so important.
Do your best. Give full effort. Be prepared. Be persistent.
Don’t take it personally. When they don’t pay, when they get aggressive, when they ghost you — it’s not about you.
You can take full ownership of the account —
Work it like your name’s on the invoice —
And still know that when someone doesn’t respond, it’s not a reflection of your worth or your skill.
🔥 Ownership Changes Everything
Here’s what I’ve learned over the years:
The collectors who excel. The ones who consistently perform at a high level, are the ones who own it.
They don’t just make calls because it’s on their task list.
They take pride in the recovery. They push harder when it matters. They get creative. They think like business owners, not just employees. They are giving full effort every…single…day. They always do their best!
And that kind of mindset leads to results. Period.
But it’s not always easy. When you care that much, it’s easy to take things personally when the customer doesn’t cooperate.
That’s when the second agreement kicks in: don’t take it personally.
It’s not about you. It’s about the process, the timing, the situation — or the customer’s behavior.
Your job is to stay centered, stay focused, and stay committed to the outcome without absorbing the emotion.
🎯 Final Thought
Collections is a tough gig. It takes thick skin…and a steady mindset.
But if you live by those two simple principles:
Always do your best
Don’t take it personally
You’ll find that you can do this job with pride, consistency, and longevity.
It was the best advice my mentor ever gave me, and it’s something I remind myself of every day.
