3 MUSTS for a Successful Collection Call

20 Sep

In dealing with a difficult challenge like debt collections, there are two sides of the fence: Your side and your debtor’s. Both sides of the collections fence represent real people with real challenges. That’s why so often, positive outcomes happen because we’ve been respectful of one another in the collections process.

You sit on the collector’s side of that fence with your own set of challenges, one of which is to resolve the overdue bill at hand. So, as the collector, what can you do on YOUR side of the fence to get that money paid while at the same time, extending respect to the person responsible for the debt on the other side?

A great starting point for any collection call is to set out to extend 3 courtesies during the call. By doing these 3 things, you’re likely to gain the same respect your customer sees you giving.

1.    The Courtesy of Listening
The more you understand the situation your customer is facing, the better you’ll be able to help resolve the matter.  Give them the time they need to fully explain. Take notes and repeat the problem back to them to be sure you understand.  Your time spent listening communicates respect while at the same time provides you with the information you need to resolve the matter.

2.    The Courtesy of Calm Professionalism
Most customers truly want to pay you. Their debt is a burden they’d like to unload. When you listen, you’ll quickly learn who falls into that category. These are the kinds of customers who typically respond well to helpful, useful solutions or agreements and will appreciate your business even more when you work with them to find those solutions. Regardless of how your customer responds, calm professionalism will serve you well. If things heat up ~ keep your cool. Your calm responses can often defuse an escalating conversation and bring it back around to resolution that works for both you and your customer.

3.    The Courtesy of Firm Flexibility
Flexibility opens you and your customer to options in tough situations. This can be a relief to you both, because the fact is, while a same-day resolution is desirable, it’s not always possible. To be flexible means you have more ways to figure this thing out. Stay firm on the terms you ultimately do agree upon and put it in writing. If an extensive payment plan seems to be the best resolution, follow through on your end to ensure the terms are met. Your customer will appreciate your balance of firm flexibility.  In the end, it helps to relieve them of the stress of that particular outstanding bill.

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