You've been in collections for a while now, and not much you hear is new. Oh, the customer's name is different from call to call, but most of the stories you have heard before... over and over again: "I forgot to mail it in." "I don't get paid until next week." "I've been sick." "I'm keeping this roof over my head before I pay you." "You wouldn't understand."That last call may have exposed a jaded side to your collection approach. You've heard that same story so often from so many customers that it doesn't even register anymore for what it truly might convey. Instantly, a customer has no credibility when that reason for delinquency is mentioned. You can't even consider it a reason anymore. It's always an excuse, regardless of who tells it to you. The bill is due; there's no reason it shouldn't or can't be paid... in full... today!Let's step back a moment and look at what's happening here. It's not in anyone's best interest for you to just take the easy, cynical route when working your accounts. Ask yourself, "Is there even the slightest possibility that the customer just explained the real reason why he can't pay until payday next week?"
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