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By Donna Vestre
E-mail Donna Vestre
Each time you pick up the phone to execute a collections call, arm yourself with a positive attitude. The energy you portray in your voice will unconditionally dictate the results you receive. Keep a smile on your face, although the person youre speaking with may not be able to see it, they will inevitably hear it in the tone of your voice.
Give the debtor your undivided attention, refrain from putting them on hold if you get a call on another line, this is considered bad phone etiquette, and with good reason. The last thing you want to imply is that the debtors time is less than valuable. Allow the answering machine to retrieve the other call, you can always return the other persons call as soon as you are finished. A prompt reply to a phone message leaves a good impression. Consider how it makes you feel when you are put on hold.
Timing is everything, take into consideration what time of day the person youre calling starts their day. If the office opens at 9:00 give them a little time to settle in, have their first cup of coffee, check their messages etc. Consider calling about 9:30 or shortly there after. Making calls during a typical lunch hour should be avoided, its likely youre not going to reach anyone at this time of day. When the debtor indicates a call back is necessary, ask them when the best time to call would be, then make a note of it as a reference for the next time you call. A good rule of thumb is to call early in the day, the last thing anyone wants to hear after a hectic day is You owe money, now pay up! and that may very well be the way they interpret your call.
Never discuss a financial issue with anyone other than the debtor. Money is a sensitive subject, and is commonly considered private and confidential. When youre making a call that requires you to leave a message, make it brief. Simply state your name and leave your number when you request a call back. Legal issues may arise if the wrong person intercepts the message. Always assume someone other than the debtor may retrieve your message, this will alleviate any chance of repercussions.
Speak with the person whos responsible for the bill. If the CFO approved the bill then discuss the account with the CFO. Go directly to the source, eliminate the middle man. If you are unsure if you are speaking with the appropriate person, ask if they are the person who approves payments. If they are not, politely request to speak with the person who makes those decisions, ask for their full name and extension, or direct number for future reference. Your goal is to get the invoice paid, you cant accomplish this if you continually get the run around. Getting the full name of the decision maker eliminates the need to ask May I speak with John please? Getting an extension or direct line gives you the advantage of going directly to the source.
When calling a business, do not indicate to the receptionist that you are calling Mr. Smith about an unpaid bill. Be especially careful in choosing your words. Contrary to popular belief, a debtor may indeed take you to court and successfully sue you based on what you said. The bill you are calling about is nobodys business other than the one who owes it. Discrediting the debtor will not assist you in achieving your goal.
When following up on a delinquent aging report, start your conversation by saying you were concerned the invoice was not received, or ask if there was a problem with the product or service you provided. The debtor will more than likely know the reason for your call, this will prevent the debtor from becoming automatically defensive.
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