Field notes

Notes from people who've run the floor.

No thought-leadership fluff. Just practical writing on dignity, compliance, and running a collection operation — from a team that's actually done it.

OperationsSeptember 20, 2026 · 7 min read

We matched 660,000 payments to the weather. Here's what moved and what didn't.

Every floor has a theory about the weather. We joined a random pull of payments to the hourly weather at every zip code and checked. Almost nothing moved, and the one thing that did isn't payments.

Read the piece

Featured · Operations

“Schedule to the calendar first, then to the hour of day, and treat the forecast as a footnote.”

Operations

Collector comp plans that don't create complaints

Every comp plan is a set of instructions to your floor. Most of them quietly instruct people to push. Here is how to pay for resolution instead, without giving up the number.

September 19, 2026 · 6 min read

Operations

The best day of the month to send a collection text, from the data

The last week of the month runs a third above normal. The 7th through the 9th run a quarter below. Friday beats Sunday by more than 100 points. Here is the send calendar.

September 18, 2026 · 6 min read

Dignity

A QA scorecard that measures dignity, not just compliance

Most call scorecards check whether the collector said the required words. Here is one that also checks whether the consumer could have said yes.

September 17, 2026 · 6 min read

Operations

What the days after Christmas do to collections (and what to send on the 27th)

Christmas Day runs 49% below normal. Three days later runs 48% above. Every major holiday has the same shape, and most send schedules get it exactly backwards.

September 16, 2026 · 5 min read

Compliance

How to answer the security questions in a collections RFP

Creditors send the same forty questions to every agency. Here is what each one is really asking, what a strong answer looks like, and where most agencies lose points.

September 15, 2026 · 7 min read

Compliance

The Reg F 7-in-7 rule, counted correctly: what counts as a call attempt

Seven calls in seven days per debt, and none for seven days after a conversation. The rule is short. The counting mistakes are not.

September 13, 2026 · 7 min read

Compliance

Consent records that survive an audit

"They agreed to texts" is not a record. Here is what a consent record needs to contain, channel by channel, so it holds up when someone asks.

September 12, 2026 · 6 min read

Operations

Before you give notice: the checklist

Twelve things to settle before you tell any vendor you're leaving. Most of them cost nothing today and a great deal later.

September 11, 2026 · 5 min read

Compliance

State licensing for collection agencies: the map, the traps, and the calendar

Most states license collection agencies. Some cities do too. The rules differ on who needs one, what it costs, and what triggers it. Here is how to build the map for your agency.

September 9, 2026 · 6 min read

Operations

Sunset, deprecated, end of life, legacy: what the words actually commit a vendor to

One platform has a hard end-of-life date. One had a sunset announced and withdrawn within the year. One has been "legacy" by its own vendor's word since 2008 and still sells add-ons. A glossary, and the one question that cuts through all of it.

September 8, 2026 · 5 min read

Operations

The four things that never migrate, and how to plan for them anyway

Every migration promise is about accounts and balances. The trouble is always somewhere else: tokens, notes, images and reports. Here is where each one actually lives.

September 4, 2026 · 7 min read

Operations

When your vendor becomes your competitor

One collection platform is now owned by a collection agency. That isn't good for business. What your vendor can see, and what to do about it this week.

August 31, 2026 · 6 min read

Operations

Who owns your collection software? Check this year, and next.

Every handoff moves the support desk, resets the roadmap, and reopens pricing. How to read an acquisition announcement like an operator.

August 27, 2026 · 6 min read

Operations

Your vendor just told you what your next system is. That's your cue to look around.

When a vendor deprecates a product and names the replacement, the conversion is a migration either way. They took away "do nothing." They can't take away where you land.

August 24, 2026 · 6 min read

Dignity

Dignity is a collection strategy, not a courtesy

After years of running agencies and departments, the most reliable lever we ever found wasn't a better dialer or a harder script. It was respect.

May 21, 2026 · 6 min read

Compliance

What examiners actually want to see

An audit isn't a test of how good your intentions were. It's a test of what you can prove. Here's how to never sweat one again.

May 8, 2026 · 5 min read

Healthcare

Collecting in healthcare without losing the patient

In every other vertical, the person who owes is a stranger. In healthcare, they're someone you want back through the door. That changes everything.

April 29, 2026 · 6 min read

Operations

The software tax your collectors pay every day

Five tabs to take one payment. A note that won't save. A screen no one trained you on. The hidden cost of bad tools isn't licensing — it's your best people.

April 15, 2026 · 5 min read

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