David Melrose is the Operations Manager at United Debt Counsellors (UDC). UDC is a professional institution that offers debt settlement services. The organization was established seven years ago with its headquarters in Frisco, Texas. UDC provides customized solutions to debtors who enroll in their debt relief program. The company has over 1,000 field representatives who assist prospective clients in enrolling in the program. In his role as the operations manager, David is responsible for settlement, scheduling, customer service, compliance and accounting departments. David’s twelve years of experience in finance and customer service industries has played a significant role in building and development of the company’s operations department. During his tenure, David has successfully moved up in the institution to Director of Operations from a Customer Service Representative. His prowess of the industry allows him to continually work on process development with a focus on client satisfaction. David leads his team with the belief that customer service is the key to success in debt relief industry.
How did you get started in this business? What inspired you to start this business?
I was raised by a single parent who struggled with credit card debts to ensure our well-being. It was a bad experience for my mother which affected my life in a big way. After completion of my studies, all I wanted was to get a long term solution to debt crises that troubles many Americans. I am delighted to have joined a team of professionals willing to pursue similar goals. Also, I am inspired by the teamwork in the company. Every member is committed to excellence in service delivery.
How do you make money?
We get paid some fee by our clients to offer professional debt relief services. At United Debt Counsellors, we are focused on providing ultimate solutions to American debtors who are in debt crises. These people are our clients and our source of income. Luckily, the company enjoys huge numbers of customers and also prospective clients. Our services include both legal and personal counseling.
How long did it take for you to become profitable?
The company was lucky to generate income in the first year of operations. This was achieved through keeping our expenses very low. Moreover, we managed to serve a significant number of customers within the first few months of operation.
When you were starting out, was there ever a time you doubted it would work? If so, how did you handle that?
Just like any other business, we also had doubts. As entrepreneurs, we took the risk and ventured in debt services. However, we had carried our market research and hoped to succeed in the industry. The company has enjoyed its success from the quality and professional debt services we offer to every client. The institution has also partnered with authorities to ensure legal compliance with the set standards. Most of the satisfied customers bring new clients also to get our services.
How did you get your first customer?
When we first started, we liaised with another debt services firm and handled their overflow so as to gain some experience in the industry. We picked up fast, and this motivated all our teams. Most of the clients we handled at this time became satisfied and even recommended our company for professional services.
What is one marketing strategy (other than referrals) that you’re using that works really well to generate new business?
Web marketing. Most prospective clients search for solutions online when faced with debt crises. We focus on addressing the concerns of these clients and answering their questions instead of mere adverts or brochures listing our services. Many customers find this as educational which establishes us as the experts in the industry. Additionally, we develop relationships with clients by using this perspective.
What is the toughest decision you’ve had to make in the last few months?
The most difficult decision that we faced as a company in the last few months is determining the comprehensive growth approach of the institution. The management was faced with a question of whether the company needed more partners or not. We held a series of meetings before coming up with a final solution. We opted for professionalism in the matter and hired a consultant who specializes in the management of firms.
What do you think it is that makes you successful?
Desire and determination to serve our clients with excellent debt relief services. UDC has a reputation of the most successful company in customer service. We have debt solutions to all clients who requires our services.
What does the future hold for your business? What are you most excited about?
I am excited that the company has the plan to expand and provide more ways of serving clients. Additionally, the management has resolved to add team members so as to keep costs down without compromising the quality of our services. Personally, I want to serve more customers as a team member.
What business books have inspired you?
“The Essential Drucker,” by Peter F. Drucker. Also, I like Richard Branson because he is fun and brilliant business leader. Richard’s stories have always inspired me to work harder every new day. I have read all his books.
What is a recent purchase you have made that’s helped with your business?
I bought a desktop for use when at home. I am passionate about my work, and I respond to client queries even when I am at home or holiday. I need not carry my MAC from the office every day. Therefore, I had to acquire the computer.
What is your philosophy regarding the importance of academics?
Education is a significant driver of any country’s economy and development. It is the cornerstone by which people can build professional experience, engagement, and development. Also, from the business perspective, education background allows one to handle the challenges of the business world. I love learning, and believe that everyone can benefit from continually growing their educational horizon.