A frequent problem in commercial collections, especially when up against a large corporation, is the inability to reach the top decision maker. The president of the company successfully insulates himself against such bothersome issues as past due invoices through a layer of Vice Presidents, department heads, secretaries and the like.
Trying to reach the top guy is usually an exercise in frustration and often you will have to settle for something less than the top rung of the ladder. You may end up having to deal with the accounts payable manager or some VP in order to get your message across to someone higher up. The goal here is to win a champion for your cause, someone who’ll appreciate your situation and be willing to go to bat for you. It can be done if you use your calls to build a relationship based on respect and truth. Ask direct questions about how much authority the person has. Listen to the challenges this person is facing and then suggest a solution that lets the two of you to work together to avoid further collection procedures. Hold your inside contact accountable for his or her promises and earn their respect by being firm and professional at all times, no personable and friendly.
Don’t be put off or stalled. Keep the topic of conversation on the bill that is owed and how important it is for everyone involved that it be paid. Use words like integrity and honesty a lot. Your contact should go into meetings with higher ups willing to ask for payment in full and wanting to call you afterwards to let you know what happened.
What you’re looking for is a champion; you want someone who has some backbone, who can handle your questions and even stand up to you a bit. The business world is really entirely about relationships. If you can learn how to establish them you will surely prosper.
Jim Finucan has over a dozen years as a collections professional. Time and again his techniques have helped businesses double their
collections income. His book “Past Due – A Collections Manual” is a must have for any business with accounts who are past due. More info: http://www.tiare.com/pastdue.htm
