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 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

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 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