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DEBT COLLECTING Q & A
– Issue #6
By Jim Finucan
© Tiare Publications Group
Q) Jim: How can I be sure that I've gotten to the heart of
the
problem when I suspect the debtor is being insincere, or
even
dishonest?
A) Use a technique called ""funneling." It's
a method of questioning
that begins on a broad level and becomes more specific as
you
progress. Narrow in and focus on the response you're getting
until
your suspicions are either confirmed or you can accept the
debtor's
excuses as genuine. A typical conversation might go
something like
this:
"Is there anything preventing you from sending the
check for the
balance tomorrow?"
"I can't send it tomorrow; I won't be in the
office."
"That's hardly a problem; you could mail it out
tonight, before you
leave. Do you agree?"
"I told you, I just can't."
"You mean, I provide the services to you when you need
them and
you're the kind of person who won't pay because you don't
have the
time? Is that right?
"No, it's not like that."
"Then you need to tell me now what it is like. What is
it, that's
stopping you from taking care of this obligation and leaving
yourself
exposed to legal action?"
"The company just doesn't have the funds
available."
"All right, Tom," (Note that the story is changing
here. This reason
is either more accurate or another stall tactic.) "What
I need you to
understand is that excuse doesn't concern me one way or the
other.
When your company needs funds to continue operating what do
you do?
That check needs to be in the mail by tomorrow at the
latest."
And regardless of his answer, find out which bills are being
paid and
which ones are not – and why yours is one of those not on
the "pay"
list.
Funneling down into an excuse with a more precise line of
questioning
uncovers the true intentions of a debtor. In fact, this
technique
actually helps the debtor see himself acting in a way that
is not
congruent with his own beliefs. That exposure will help him
make more
honest and forthright decisions in the future.
If something doesn't feel right during a collections call
question
it! Throw a whole series of sharp, penetrating questions at
it until
it cracks. Then both sides can identify and solve the sense
of the
problem.
(end)
Jim Finucan's debt collections manual "Past Due"
teaches his personal
collection techniques that can help you double your debt
collections
virtually overnight. More
Info at: http://www.tiare.com/pastdue.htm
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