When presenting yourself to a debtor, be
sure to display knowledge of their situation – because knowledge indicates
authority or power.
If you have access to the consumer’s social
insurance number, date of birth, credit history, details of why they are being
billed, previous commitments, or any other information, you should find an
opportunity early in the call to display you have knowledge of the consumer.
By sharing this information, you infer
authority – by describing items on the consumer’s credit bureau, you display
your ability to access and alter a credit rating. By sharing knowledge of the consumer’s place
of work, their salary, or their time in the position you reinforce the fact that
you can impact their wages with a garnishment on a judgment.
Try saying:
“Well Susan, I see here that your credit rating is almost untarnished –
you have an American Express card with an R1 rating, your bureau shows you’ve
lived at 123 Madison Avenue for over three years, and while you have $35,000 in
available credit, you are only using $6,000.
It would really be unfortunate if we had to mar your credit file with
this outstanding account for $800. Shall
we address this with payment, or report the matter to the credit bureau for the
next six years?
If you are a fellow credit and collections industry colleague, and
want to discuss collection techniques, or are a client who want to discuss our
approach to collecting debt, which we refer to as the APPRAISE process, feel
free to give us a call.
Blair Wettlaufer
Kingston Data and Credit
Cambridge, Ontario
1-888-908-3151
Blair,
ReplyDeleteWould that be the script for the FIRST call on an outstanding debt?
Jennifer
Jennifer -- that is a simplified response to someone claiming they don't have the ability to pay. However, for third party collections, there are elements there that would be in the first call. Specifically, bringing the consequences to attention of the debtor before asking for a decision, and so on.
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