“We have no knights left to help us,” cries someone from the crowd.

It is the 12th century and the main character Balian (played surprisingly well by Orlando Bloom) is literally between rocks and hard places, trying to defend the city of Jerusalem from an approaching army that seriously outnumbers them and is itching for a fight.

During one of those pauses that can work so well to build suspense during a film, Bailan looks at all around him. It isn’t that he doesn’t have any soldiers to work with, just no knights. Wisely, but ingloriously, the knights have fled.

He requests the soldiers to get down on one knee. He gives a short speech and  then…makes them knights. They rise, slowly, but they are not the same. They bent their knee as soldiers but rose as knights.

One could argue they are the same, but they don’t think so and more importantly they don’t act the same. They stand straighter and take to their defensive tasks with much more determination and courage.

Did you ever watch a movie or see a television show about an agent with the F.B.I.? Trick question. You will never hear of one introduced as an “agent”, but always “special agent” with the F.B.I. It appears that you can be employed by the Bureau as support personnel, but if you are in the field, you are “special”.

What about your job title, or perhaps those who may report to you.

Collection clerk? Accounts Receivable Person? Perhaps you will agree that doesn’t give you much clout. But what if your Customers get a call from the “Special Representative to the Vice-President of Finance”?

It shouldn’t just be perception on the part of the Customer. I don’t suggest that everyone receive such a title without any qualification. Develop a program, some written and verbal tests, perhaps some role-playing, book report, etc. Only when a level is achieved does ‘one’ get the title.

Note: From Tim Paulsen’s keynote and book: “Everything I need to know about collections, I learned from the movies!”
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