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Category Archive: Business Practices

Business Practices

Apr 06

8 Collection Staff Training Tips

To create the culture you wish to create takes time. It takes hiring the right persons and then training them to move in the direction you envision for your business. There are no corners you can cut. Your collection staff must be trained to view their role as customer service providers. Anyone who brings to …

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Mar 09

Not Every Customer is Worth Keeping – But Not Every Debtor is Worth Ditching

How do you know who is the keeper? In the work of commercial collections, careful attention to the customer’s story is the key to appropriate resolution to any debt. The reason the story is so important is because it can help you differentiate the keepers from the customers you probably need to ditch. As businesspersons, …

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Feb 24

4 Things NOT To Say To Your Customer

We all know that the words we choose and the tone in which we use them can make or break a collection call. From the outset, a customer receiving a collection call is already on the defensive. How do we keep the defenses down so the delinquent case can be resolved and closed? Communication is …

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Jan 27

Negotiating With A Customer Takes Finesse

Negotiation is an art It takes a boatload of finesse to negotiate successfully. Not only do you require a result in your favor, but you want to be fair to your customer, as well. When everybody wins, you’ve negotiated masterfully. To get to that win/win result, you must do the following: Make Good On Your …

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Jan 13

Is it Possible to Improve Customer Payments?

Just because you set up payment terms doesn’t necessarily mean your customer will abide by them. Many customers adopt their own payment schedule in spite of the terms they agreed to. There are lots of reasons that can happen, and in the end, if your customer pays you late, but is consistent about it, it’s …

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