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BILL COLLECTING Q & A
– Issue 11
By Jim Finucan
© Tiare Publications Group
Jim:
When I work up the nerve to call someone about an overdue
bill I
always seem to fold or lose my cool as soon as the other guy
throws a reason at me for why the bill hasn't been paid. Do
you have any
suggestions?
Patrick, NJ
Dear Patrick:
Offering the debtor a solution to the debt problem and
overcoming his excuses is the goal of any collection call.
The debtor has to be
persuaded that resolving the debt needs to be a lot higher
on his
priority list.
The debtor is bound to give you an objection - a reason why
the bill
hasn't been paid. And, you know, there really aren't that
many
variations on this theme. I'd strongly recommend that you
make a list
of them – and develop a good response for each that you
use to can
come back to him. Write out and practice the responses on
your own so you'll be able to field the next excuse. Any
response you use should be phrased so that it puts the
responsibility back on the debtor and, if possible, jack up
the urgency in resolving the problem. Your response should
end with a solution – a way the debtor could pay the bill.
The conversation may go back and forth through five excuses
and responses before you can resolve things before you're
able to get the debtor to agree to pay the bill in full. At
that point you should be able to suggest a way the debtor
can take immediate action to end the debt.
Don't let yourself get trapped into a shouting match. You
may believe the debtor is a low-life because he's trying to
dodge you, but
telling him that isn't going to advance your cause, it'll do
just the
opposite. Keep the goal of full payment in front of you.
Taking collections call from "hello" to "paid
in full" is an art. It
must first be learned then improved upon and only then
brought to
perfection. Don't give up on your efforts!
(End)
Jim Finucan is a 13-year veteran of the collections wars.
His
book "Past Due – A Collections Manual" has
helped thousands learn how to sail through the collections
minefield and collect their past due accounts. More info at:
http://www.tiare.com/pastdue.htm
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