don’t ask – expect

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don’t ask – expect

do this, and you can't upset anyone!Assume innocent, not guilty. What a concept, huh? But think about it for a moment. If you approached all overdue accounts on the phone as if they had good intentions about paying the account, or, better still, that it has been paid on time and that you simply can’t find their payment, how different would your approach to the clients be?

Very different I suspect. Try using this phrase when you phone someone about an overdue account …..
I was doing the accounts today.
We don’t appear to have received payment for May yet.
Has it been sent or is it on the way?

Notice here, that we assume that payment’s already on the way. In the list of “to be paids”. Or in the post. Well, either that or – it’s been sent. Which, of course, is exactly the same thing. Because if it’s been sent, it must be on the way. And if it’s on the way, it must have been sent.

But, by giving your debtor the illusion of a multiple choice question to answer they get confused if neither of the ‘choices’ are true. And then, they tend to blurt out the truth, which is, after all, the main point of the call.

We want to know when they are going to pay. We know in fact, that they haven’t, but when we speak to them, we assume it’s on the way – or been sent … at the very least! Try it. It works. Allowing you to remain the Good Guy even though you’re chasing payment of an account. How do you think debtors would respond to this approach in this 39sec YouTube video clip? (The answer is … “NOT very well!”)

By | 2017-07-13T08:51:43+00:00 January 15th, 2009|techniques, telephone|1 Comment

About the Author:

Have you ever wondered why a client does business with you and then ignores your invoice like they had no intention of paying it in the first place or they treat you like their own personal line of credit, leaving YOU dangling, waiting months for their payment? Unfortunately this situation is all too common and can even be puzzling for the most experienced business owner. If you’ve ever had to handle outstanding accounts or you are just so over non-payers, then we can help. Real-world skills, solutions, tips & strategies to get more accounts paid on time, and, most importantly, how to maintain customer goodwill while keeping YOUR cash flow in the positive. You will find the blog posts helpful but to get real results, contact us by using any of the forms on this site, by email or by phone. I’ve been involved in the management of accounts for over 30 years, heard every excuse in the book, can spot a non-payer at 20 paces. Finance Companies in the 70s (systematic, tough), professional firms in the 80s (no systems, too gentle) and, since then, just about every other sort of business you can think of. I’ve written books on the topic, spoken all over the place about it and the blog in this website is my way of “giving back”. I hope you find it helpful.

One Comment

  1. Anonymous April 6, 2013 at 6:45 am - Reply

    Enjoyed the article. Thank you.

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