For PDL Collectors Only
Published: Mon, 04/23/18
You have collection issues?
Read on.
Fresh ideas from Steve Coyle, the author of Debtor Collections: Stir-Fried or Deep-Fried? His website: www.servicewinners.com
Let me share three tough debtor situations, then contrast each situation with a robotic and a creative collector response.
Tough Situation 1:
You’re calling a customer’s work number.
A woman says, “S/He no longer works here.”
Robotic response (low chance of success): "Do you have his new contact number?"
(Note: by using the word 'do', you have made it easy for the 3rd part to be lazy and say, "No.")
Creative response (higher chance of success):
You: “Oh, what’s your name?” (3rd Party): “Ms. Wendy.”
You: “Hi, Ms. Wendy. My name is Steve. I wonder if you could help me?”
(Note: 3rd party will either say “OK”, “I’ll try”, or “Maybe”)
You: “What number should I call for (use debtor’s 1st name)?”
Tough Situation 2:
You’re calling a male customer.
You know he hung up on you or another collector the call before.
The number is a direct number with a high probability of reaching the actual customer.
A male voice picks up and sheepishly says, “Hello.”
Robotic response (low chance of success):
"Mr. Abdul, please."
(Note: you then hear a 'click').
Creative response: “Thank you for taking my call, Mr. Abdul.
It shows me that you care about your account.
This is Steve from XYZ….”
(Note: It’s more difficult to hang up after receiving a compliment, but it can still happen.)
Tough Situation 3:
You have identified the debtor.
You asked for payment, then the debtor suddenly becomes silent.
They’re using the ‘silent treatment’ on you.
Robotic response (low chance of success):
"Hello, are you there? Hello, hello?"
(Note: You can hear the debtor snickering as s/he hangs up.
You have lost control. You sound desperate).
Creative response: (silence).
(Note: Keep silent for as long as it takes until the customer starts talking again.
If you feel uncomfortable, you can make little sounds, sniff, shuffle paper, whatever.
But wait until the customer says, “Are you still there?”)
Do these creative responses work 100% of the time?
Of course not, but using robotic responses in 100% of your difficult situations is simply not smart.
Is collecting creatively difficult?
Yes, exercising muscles is never easy, but, I hope, you'll enjoy the results more.
Good luck.Please share your tips on how you handle the above situations or any other tough situations.
Author: Steve Coyle is an American collection and customer service trainer for 20+ years.
He’s the author of Debtor Collections: Stir-Fried or Deep-Fried? His website: www.servicewinners.com