Collecting Past Due Accounts: Letting a Call Get Personal
by Jim Finucan
Published on this site: July 29th, 2005 - See
more articles from this month
"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 quickly 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 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 keep 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 answer 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 probably worked for him in the past. But they
shouldn't have any effect on you.
Jim Finucan knows all the dances, dodges and delays debtors
will try to pull on you. Let Jim show 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
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