“I like to do all the talking myself. It saves time, and prevents arguments.” – Oscar Wilde
” A foolish man tells a woman to stop talking, but a wise man tells her that her mouth is extremely beautiful when her lips are closed” – unknown
The video in the previous post is funny, as it teaches a crash course on How not to talk in a debt collecting call.
When making a call, do you make note of the following;
- The tone of your voice?
- The knowledge of the actual debt?
- The answers given following the client’s comments?
- The debt collector’s ‘cutting in’ when the client was talking?
- The comments made?
- The psychology of both parties?
- The escalation of the verbal conflict?
We all have different styles of talking and relating to people. However, these simple guidelines should give you the essential components of a professional and productive discussion with a debtor:
- Provide them with all important details regarding their debt.
- Acknowledge that you have understood their position and comments
- Explain politely your company’s position
- Clearly state what you would like them to do.
- Give them space to say what they need to say.
- Politely acknowledge their comments.
- Provide all additional information they might need or ask for.
- If they ask for additional time – oblige, but kindly and firmly give them a timeline.
- Tell them that you will follow up and when.
- Leave the conversation on a good note.
- Never harass and be unpleasant/rude
Remember that most people that are defaulting are not doing it purposely and that they must have a good reason for not paying. Your goal is to get on top of their priority payment list and get paid when they can. Understanding, empathy and politeness are still being appreciated by most people and most people would favourably act on that. By using it all you will improve your chances of getting paid by the majority of clients. This is always the 1st step in debt collecting process.