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Jim:

When I work up the nerve to call someone about an overdue bill I always seem to fold or lose my cool as soon as the other guy throws a reason at me for why the bill hasn't been paid. Do you have any suggestions?

Patrick, NJ

Dear Patrick:

Offering the debtor a solution to the debt problem and overcoming his excuses is the goal of any collection call. The debtor has to be persuaded that resolving the debt needs to be a lot higher on his priority list.

The debtor is bound to give you an objection - a reason why the bill hasn't been paid. And, you know, there really aren't that many variations on this theme. I'd strongly recommend that you make a list of them - and develop a good response for each that you use to can come back to him. Write out and practice the responses on your own so you'll be able to field the next excuse. Any response you use should be phrased so that it puts the responsibility back on the debtor and, if possible, jack up the urgency in resolving the problem. Your response should end with a solution - a way the debtor could pay the bill. The conversation may go back and forth through five excuses and responses before you can resolve things before you're able to get the debtor to agree to pay the bill in full. At that point you should be able to suggest a way the debtor can take immediate action to end the debt.

Don't let yourself get trapped into a shouting match. You may believe the debtor is a low-life because he's trying to dodge you, but telling him that isn't going to advance your cause, it'll do just the opposite. Keep the goal of full payment in front of you.

Taking collections call from "hello" to "paid in full" is an art. It must first be learned then improved upon and only then brought to perfection. Don't give up on your efforts!

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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