The three things to do when you interact with a debtor

By on February 18th, 2015 in Industry Insights

Getting a debtor on the line, or to respond to an email, is a hard task. Customers don’t end up in this point if they have money and intend to pay promptly. Therefore, once you do talk to them, it’s important to use that time in the best way possible. There are three things to pay attention to when interacting with a debtor:

  • Instill a sense of urgency
  • Get the truth
  • Counter the excuse

Instilling A Sense Of Urgency

If your approach to getting paid is laid back and non-committal, your debtor will take this approach as well. When you communicate with late customers, you must demonstrate that the issue is urgent and important in order to get their attention and move them to action.

Getting The Truth

Sometimes the truth sounds like an excuse. Your debtors might be in real trouble or they might be tricking you. Asking the right questions will help you determine the facts and act accordingly.

Countering The Excuse

Once you’ve established you are hearing an excuse, you need to counter it in a way that makes sure you won’t need to deal with it again for this debtor.

Did you find this helpful? Download our free eBook “The Top 4 Excuses Debtors Make” and learn more about how to counter common excuses.