If you want to ask a question of a debtor, try to avoid asking a yes/no question whenever possible. Especially if “no” will result in a failure to resolve the claim. By asking a question that prevents resolution and cedes control over to the consumer, you are setting yourself up for failure, by taking a passive or reactionary role to the debtor, whether you intend to or not.
Better to ask an “A/B” question, or a question asking for
details or information, rather than a “yes/no” question – and always ask
questions that you are prepared for any answer to.
Don’t say:
“Are
you willing to pay this bill?”
“Are
you currently employed?”
“Will
you call me back tomorrow?”
“Do
you have a chequing account to resolve this over the phone?”
“Will
you be paying this in full?”
Try saying:
“Is
this account going to be resolved voluntarily, or shall we send this file to
our collection agency?”
“What
is your current salary at ABC Corp?”
“What
time will you call me back tomorrow?”
“I’m
glad we can resolve this – I will wait while you go get your checkbook to take
care of this.”
“I
will process your payment in full today – what address would you like the
receipt sent to?”
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
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