How to Keep a Collections Call On Track

by Jim Finucan

Published on this site: April 21st, 2005 - See more articles from this month...

Q) Jim – How do I go about putting myself on the debtor's level, i.e. empathizing with him?

A) You are certainly on the right track if you are thinking along these lines. To collect a debt you have to be able to use some advanced communications skills. People won't accept help or consultation from someone who talks down to them or doesn't really listen to their problem. You can connect with the debtor and guide him or her out of their problem if you try to find a common bond and use that as a way to connect with them.

Everything in our business and personal lives is about building relationships. You don't need a lot of time to do that – which is good because on a collections call you don't have very much time.

First, listen to the debtor. Don't interrupt when they are speaking;let them know you are following what they are saying. Ask a key question at the right moment. Then, when you think you've listened long enough, change the direction of the call by saying "I understand…" and mention something in their story or experience you can relate to. Then continue, using words like "However, you have to recognize the need for payment of the debt on these grounds" and calmly give them the reason why and the way they can solve the problem by using the assets they have in order to obtain credit or assistance.

Explain how non-payment will only make things worse. At the same time make reference to the problems they've told you about but, at the same time, don't let those problems be turned into excuses. If you treat their problem like a minor obstacle you may help them to understand that it can be overcome and thus find a solution. Empathizing with the debtor is vital to a collection call if it is to succeed.

Debt collections expert Jim Finucan shows you how to double your
collections success in "Past Due – A Debt Collecting Manual." More
info on this unique book is available at: http//www.tiare.com/pastdue.htm