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What to say … ?

When phoning an INDIVIDUAL - for the very first time Apply the “Assumption of Innocence”. Don’t actually ask why the account hasn’t been paid at all. Assume it’s on the way, or, at the very least, that it’s been sent! Gwen Iveer - Good Morning. May I speak to Fred Jones please? Mr Jones - [...]

By | 2017-07-13T08:51:39+00:00 February 2nd, 2017|techniques, telephone, Uncategorized|0 Comments

What killed the cat?

You KNOW the answer. Curiosity. One of the definitions of curiosity (English/Oxford Dictionary) is “a strong desire to know or learn something”. These 6 short blog posts explain how to use this seldom-used aspect of human nature to get paid more promptly … How to use Curiosity to get a debt paid. - Using a [...]

By | 2018-09-03T05:05:06+00:00 February 1st, 2017|techniques, Uncategorized|0 Comments

Collecting Accounts Using a Voice Memo.

A recorded voice memo attached to an email is almost ALWAYS opened by the recipient. In other words, if all other contact attempts (phone messages, emails, letters, text messages …) have failed to yield a response from the debtor, this one will probably work. It allows the “caller” (who should preferably be a senior person, [...]

By | 2017-07-13T08:51:39+00:00 January 19th, 2017|Uncategorized|0 Comments

how to change “Car Park Chatter” in Schools

I respect the philosophy that, and I quote, "No Catholic child is excluded from Catholic schools on the grounds of genuine financial difficulties." But, from a commercial point of view, this makes collecting unpaid school fees in this environment extremely difficult. Many Islamic schools have the same philosophy. Most people ARE honest. I've worked in [...]

By | 2017-07-20T00:16:43+00:00 April 5th, 2015|Uncategorized|0 Comments

round no or ‘odd’ amount when negotiating?

When negotiating a payment arrangement with a debtor who WANTS to pay but, quite simply, can't afford the full amount, will a round number (eg: $1,000 per week) or an 'odd' amount (eg: $995 per week) get you a better agreement? According to a Columbia Business School study it may be better to avoid using [...]

By | 2020-03-24T01:50:32+00:00 March 31st, 2015|Uncategorized|0 Comments

how NOT to get paid

The most commonly applied “collection procedure” for many businesses is to wait for payment. Statements get sent out once a month and ... they wait some more.       Many go like this:- 1. They do the job. 2. Send the bill. 3. Wait for payment. 4. Send a monthly statement. 5. Wait for [...]

By | 2017-07-13T08:51:39+00:00 March 23rd, 2015|Uncategorized|0 Comments

Always use a “Collection Hierarchy”

Using a collection hierarchy and following up unpaid accounts very quickly, while being polite but persistent, is much simpler, less confrontational and far more effective than chasing slow payers later and harder. How to set up and work a Collection Hierarchy Start chasing accounts gently with an individual. If they're not effective in getting a [...]

By | 2017-09-20T10:17:02+00:00 March 20th, 2015|Uncategorized|0 Comments

Chase the wrong person on purpose.

You've had a hard day. You get home and walk in the front door. Joy. Calm. Peace. You change. Your wife calls out, "Oh Honey, the accountants called today and left a message for you to call back. They asked if you can call them back tomorrow". (Note: No details of why they were calling [...]

By | 2017-07-13T08:51:39+00:00 March 16th, 2015|Uncategorized|0 Comments

Don’t ask a Yes/No question – ask HOW

One of our clients was an Orthodontic Practice. Parents weren't paying for their Initial Consultation on the day of the consultation. "Please send me an invoice", being the most common answer to the Receptionist when asked "Would you like to pay for your consultation today?". The invoice was sent out (extra work), and parents were [...]

By | 2020-03-30T06:43:15+00:00 March 12th, 2015|Uncategorized|0 Comments