Q) Dear Jim – I’m an administrative assistant and I do bill collections for our company. Some of the owners who owe us money act like they are real big shots; they just walk all over me so I end up getting flustered, losing my composure and often I don’t get the money. I’ve read your book, “Past Due,” and gotten a lot from it, but sometimes I just can’t get through those four steps in the collection call before I lose them. What should I do?
Jeanne, Austin, MN
A) Dear Jeanne –
I have felt the same way at times. Try to develop a technique called pacing. Within the first few moments of the call try and get a feel for the kind of person you are dealing with. Listen to their tone of voice and speed of speech, then try and at least match it or do it better than they do if you can. Owners like to direct and usually like to deal with their own kind -authoritative, direct, pulling no punches. They’re not bad people, understand, they just handle life differently than most of us. So put yourself into a mode they will understand and respect, for example:
“I don’t have time to talk to your right now, I’m very busy.”
“Wait a minute, Mr. Jones, I’m busy too, and I resent the fact I have to call you to bring to your attention the money you owe us. Being a busy man, can you imagine how insulting that is to me?
That opening should get him away from the condescending attitude he’s taken because his company is bigger than yours, you’re a woman or whatever his throttle is stuck on. Either knock him down or bring yourself up to his level, and don’t listen to the little voice in your head that’s making you nervous about speaking to people who carry authority and power. See them as debtors and nothing more. That’s really all that should matter to you in these kinds of situations. In the long run you’ll end up getting respect from them – and very likely the money they owe you as well!
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
