Hello Thea,
Collection calls are the most frustrating part of my job. The never-ending stream of excuses. I struggle with how to respond when I hear the same responses over and over, I am about to bite my tongue off! How do you respond and keep a positive attitude?
— All out of “love”
Dear All Out,
Keeping a positive attitude is easier than you think. It’s your perspective. Through caffeine and a dark sense of humor, you can have a truly productive and inspirational day. Let’s highlight some common payment pushbacks and pithy comebacks that will keep you smiling.
1. “Haven’t I always paid you?” and its cousin, “I’ve always paid my bill.”
Response: Yes, you have, eventually. We were thrilled to provide you with an interest-free loan.
2. “I’ve done business with your company since before you worked here and no one has ever put me on a hold.”
Response: I apologize, that was a mistake on our part. We did you a disservice. We are correcting that.
3. “My sales rep told me it was ok to pay late.”
Response: He did? He neglected to share that information. How much grace did he give? Let’s give him a call. It’s worth mentioning the account is on hold until the sales conversation happens.
4. “I have been in the hospital (insert child, spouse, pet, neighbor, etc.—It’s always a medical tragedy designed to make you feel horrible for asking.)”
Response: So sorry to hear that. I see some orders have been placed, not to mention the very active Facebook page you managed to maintain through this tragedy. Can we get a good faith payment today?
5. “I haven’t been paid yet; you’ll get it when I get it.”
Response: Let me offer you some financing sources. This customer is your classic briefcase builder. Ego is big, wallet is not.
6. “The job has some issues that are holding up payment.”
Response: Are we part of those issues? Perhaps a quick call to the builder from me would help speed things up.
7. “I have a lot of customers that owe me but they haven’t paid. I am hoping the money will come in soon.”
Response: Good to know, we are hoping your order will ship out soon.
8. “Stop contacting my customer, this is MY bill.” (Customer response to securing mechanics lien rights).
Response: I didn’t write the lien laws, I just follow them. You may consider contacting your state legislature to voice your concerns.
9. “So, my account is on hold until … does my sales rep know?” and, “I may have to go to your competition. Once I go there, I am not coming back.”
Response: Yes, he does, he is waiting on his commission. I can give you recommendations for and directions to competitor options. I will try to curb my tears.
Any of the above—while something every credit manager bites their tongue from saying out loud—are meant to get you thinking of how to engage your off-the-grid customers. People make really poor choices and say crazy (and offensive) things when they are upset about their finances, so try not to take it too seriously.
Once you get past the pushbacks, put your cards on the table: We need to craft a plan. Meaning you as CM need to come with some options. One of my favorites is the “good faith” payment. “Can we set up a good faith payment schedule while you are working thorough this?” That gets the ball rolling. If they won’t nibble, you may be at the point of accepting that it takes two to tango and you’re dancing with yourself—admit it, you’re singing it now.
You are at a decision-making crossroad. Keep the faith or show the customer some new dance steps. You hold the dance card. Decide who is worth dancing with.
