Most collection teams think the problem is that customers won’t answer the phone. The truth? The problem is why they don’t. In this White Hat Wednesday episode, Jim and Michelle Rhoads takes us inside the psychology of subprime collections — where anxiety, distrust, and disconnection often do more damage than delinquency itself.

We’ll unpack the real reasons customers go silent, from phone instability to emotional avoidance, and explore practical ways to rebuild trust and reconnect. Because in the subprime world, every unanswered call is a signal — not a snub — and how we respond determines whether the relationship survives or dies.

Find the BHPH Morning Show LIVE on YouTube, LinkedIn and Facebook every Mon, Wed, & Fri at 11am eastern where we (Jim and Michelle Rhoads along with featured guests) talk #buyherepayhere #bhph #subprime #automotive #finance #ethics #whitehatway #customerretention #customerengagement #marketing and much more! 

We are pleased to use our sometimes-scratchy morning voices to speak up on behalf of BHPH Dealers. Don't forget to LIKE the videos and SUBSCRIBE to The Octane Group channel. Also, please add your comments or questions right here in the BHPH Institute.