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DEBT COLLECTIONS Q & A
– Issue #4 (big corporations)
By Jim Finucan
© Tiare Publications
Dear Jim –
I've had it! It's been 90 days since I sold a product to
this big
corporation and I haven't seen any money. When I call them I
get
a "human resources" person who claims to be
waiting for a check to be cut by another department. On top
of that she has an attitude like I'm bothering her or
something. In the meantime, I'm getting ripped off. What do
you suggest? "Almost Postal"
Dear Postal,
I understand - I've been there! But the way you signed off
on that
question bothers me. You need to remember to never
overreact. The
person who keeps their cool is always the winner in these
situations. There's a pretty good chance that her attitude
isn't genuine. She is trying to intimidate you or make you
angry. If she can do that she stays in charge.
So first of all, keep your cool! Attack the problem with
facts. Get
to the department, which cuts the checks and get hold of the
supervisor. Let him or her know that you will be working
closely with
them to conclude this transaction. Remember that asking for
the name
of the person's supervisor can, easily end bad attitudes or
being
given "the ol'run-around." Get both the name and
the contact
information.
Write out your opening pitch: why you're calling and what
you've done
to try and solve the problem up to now. Example:
"Hello Gary. I'm glad I got a chance to speak with you
because I'm
getting really frustrated. Almost 90 days ago we shipped
10,000
Thingamabobs to your company and we haven't been paid. I've
talked to Jean in Human Resources several times and she just
says the check is coming soon. And let me tell you, that
story is getting old! I'm
calling you today as a last resort - looking for you to mail
a check
today to prevent legal action on this matter, because that
is going
to be the next step we take. ** And I should tell you that
you would be named in the suit. So will you help me out
today?"
If that person gives you mumbo jumbo about why the bill
hasn't been
paid don't get angry, ask them what they will do to get a
check out
to you that very day. If you get a negative answer don't let
them off
the phone until you find out where the hang up is. Go as far
up the
corporate ladder as you can and document every conversation.
Add each of these to the verbal history in your pitch. You
want to come across as stern but in control.
I know that having to go through all this is a real pain but
since
you have to do it, try and enjoy it, knowing that you're
giving these
people a real dose of justice, collections style! Good luck!
Jim.
* Never threaten legal action unless you fully intend to
follow
through.
(end)
Jim Finucan is a 14-year "top gun"collections
veteran and author of
the bill collections manual "Past Due!" For more
information visit –
http://www.tiare.com/pastdue.htm
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