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Don't Let a Collections call Get Personal
COLLECTING PAST DUE ACCOUNTS: Letting a Call Get Personal
By Jim Finucan
? 2005 Tiare Publications
338 words
"How about you? Didn't you ever fall behind on a bill and couldn't
pay on time?"
When a debtor says something like this be careful! The debtor is
trying to pull you off your professional pedestal and personally
involve you in the call. If things head in this direction you'll
lose control of the call. Who knows where it might lead? Probably
not to the goal you want.
"That has nothing to do with your bill." Such a response is a way to
stop an attempt to involve you personally. Quickly move on to
obtaining information or dunning for the balance if the call has
reached that stage. Sometimes when you question the debtor he may
try to turn the tables on you.
"How much do you make a month"?
"That's irrelevant."
"If it's irrelevant then so is how much I make."
"Not true, Mr. Jones. You have a debt here and that makes your
income a concern to this office,"
Not allowing the debtor to draw you into a verbal duel keeps the
call on a professional level. You need to hold your wits as well
as a touch of sensitivity in order to know when to make the move
over to the debtor's side and gain his cooperation.
If you don't think some debtors are extremely intelligent you
underestimate your opposition. Just as you get better with each call
you place, so do debtors who repeatedly find themselves in
collections. An experienced debtor may try to draw you into the call
on his level and then take control.
"It's just so hard with three kids to feed. Do you have kids?"
Don't reply a question like that. Another favorite line is: "How
can you do that job?"
Ignore this, too. Reply with a question related to the bill or go
into the dun.
Remember, the debtor is attempting to take control of the call,
trying to hide behind insincere sentimentality. These tricks have
worked for him in the past. They shouldn't have any effect on you.
(End)
Jim Finucan knows all about the dances, dodges and delays debtors
will try to pull. Let Jim display you how to double or even triple the
money you collect from your accounts receivable. Check out his
unique collections manual "Past Due." For more information visit:
http://www.tiare.com/pastdue.htm
