Show a little kindness to one another
"Credit Quirks" (Creditkronkels) is a regular column in the professional journal of the VVCM (Dutch Association for Credit Management). Written by Ultimoo Incasso's Managing Director, Arjan Stigter, the column explores trends, news, and other compelling topics from the world of credit management.
As the year draws to a close, it is often a time for reflection. As the director of a debt collection agency, you witness the joys and sorrows of people in many different ways—among debtors, clients, and employees. At Ultimoo, we have seen a significant amount of personal grief this past year. The loss of a dear colleague after a debilitating illness had a profound impact. More recently, the eight-year-old daughter of one of our colleagues passed away suddenly. It is the most devastating news a parent can receive, and one that moves almost everyone to tears. There are no manuals for this. In both cases, those left behind need a vast amount of time to even begin to pick up the pieces, if they ever truly can.
By nature, human beings can only cope with such heavy blows when others—family, friends, colleagues, and even clients—are there to support them. By sending a card or a message, by listening, showing genuine interest, or offering a shoulder to cry on.
In our industry, we realize that this kind of suffering can also lead to payment arrears. Amicable collection activities, in particular, are designed to uncover the root cause of a late payment. Has there been a life-altering event? This understanding is only possible if the work remains a human-to-human process.
Today’s tools, led by Artificial Intelligence (AI) and Robotics (RPA), might seem to have the opposite effect. However, that is not the case. In fact, the time saved by these technologies allows us to provide even more personal attention, helping us support people and get to the heart of a (payment) problem.
Knowing the story "behind the front door" enables us to find sustainable solutions. The way we handle grief within our office, and in our daily work and lives, proves that it is possible to set aside differences and be there for one another.
I know it sounds utopian, but I hope these human qualities ensure that in 2026, we end wars, make debt more bearable, and give our colleagues the strength to persevere. Listen to one another and simply ask someone how they are doing.
In short: show a little kindness to one another.
Happy holidays and a kind 2026.
Arjan Stigter
Managing Director, Ultimoo Incasso
