Collecting Past Due Accounts: Dealing With a Spouse

by Jim Finucan

Published on this site: October 25th, 2005 - See more articles from this month

Dealing with a debtor often means dealing with a spouse as well. It's reasonable to assume that married couples have discussions about important family matters, such as which bills get priority and when and how to pay them. One of the two will be in charge of finances and if you have a choice that's the one you prefer to deal with.

Sometimes the person you're talking to will hand the phone off to the other. If this occurred because the person you were talking to got angry and resisted what you were saying then the switch is probably a good thing. However, the switch may also occur because the person you talk to first IS listening to what you have to say and the other spouse senses a weakening of resolve. The tougher of the two may then take over the phone. You should act as though you are glad this happened. Keep the pressure on when the switch occurs. They will feel they are in the stronger position because it seems like it's two against one – one of them is on the phone and the other acts as a cheering section. That's ok. In fact it's ideal! This is a golden opportunity for you to involve both of them in the resolution of the bill.

"Is this Mrs. Jones?"

"Yes."

Confirm the identity of the new person first and then take the initiative.

"Good! I need to discuss this in a rational manner because it's very important and we don't have much time so, are you with me?"

An opening line such as that can make a big difference in how you conduct the rest of the call. Stick to the basics: Open, Facts, Dun, close. Make an effort to involve the person in this urgent need to get the bill paid. Point out the consequences of having a debt go into collections. Listen to the new person's tone of voice and quickly adopt and appropriate strategy. Let the debtor talk but continue to direct the conversation toward the assets and payment abilities they have. If they complain about their situation listen for the information you need which would show them they could pay, such as their sources of income.



Jim Finucan knows all about the dances, dodges and delays debtors will try to pull. Let Jim show you how to double or even triple the money you collect from your accounts receivable. Check out his unique collections manual "Past Due." For more information visit: http://www.tiare.com/pastdue.htm