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Guest Blog - Text Me If You Can: Make Every Message Count by Bev Evancic, SVP at Resource Management Services, Inc.

Bev Evancic, SVP at Resource Management Services, Inc. and author of “Recovery Management: Collecting the Uncollectible Account", writes about effective, compliant communication that reaches customers and drives action in her blog post.

by Bev Evancic

text me if you can 2

Text Me If You Can: Make Every Message Count

When I started my first job as a collector, “mobile” meant the phone had a cord long enough to stretch into another room. Cell phones weren’t even a thing yet. If you needed to reach a delinquent customer, you had exactly two options: pick up the phone or drop a letter in the mail. 

And here’s the funny thing: even back then, very few people actually answered the phone. When they did, you had to make it count—because that might be your one chance. 

The bigger point here: it’s critical to understand each person’s preferred method of communication—whether it’s text, email, or call.

Meeting people where they are makes contact faster, easier, and far more effective. 

Countless studies say Gen Z prefers texting over phone calls. Sure—but let’s not pretend it’s just them. I’m not Gen Z, and texting is still the only way to reach me… once I actually locate my phone. Which I can’t. Ever. So my watch turns into a detective: it dings, I listen, then drag my husband and daughter into a full-blown scavenger hunt. We usually find the phone hours later—right next to where I swore I already looked. Twice. Calls? Only if necessary. Emergency? Your best bet: call my husband or daughter. 

Jay McMullan from KredosAI joined our most recent Recovery Management Network (RMN) call to provide an insightful overview of digital communication strategies. Getting started with a texting strategy is more than just sending messages—it’s about crafting the right content, testing it, and making sure every text meets legal and compliance requirements. 

Think carefully about how you send messages, whether simple SMS or with richer content like links or images, and always aim to reduce anything that could feel like spam. Track responses, adjust your approach, and ensure every message follows the rules. You don’t have to figure it all out alone—vendors and industry resources can provide guidance. I’m not here to pitch KredosAI as your vendor of choice, but you don’t have to go it alone building a texting strategy from scratch.

The goal is simple: effective, compliant communication that helps you reach customers and get results.