quality … not frequency

Home/techniques/quality … not frequency

quality … not frequency

the quality of contact is more important than the frequency of contactQuality is more important than Frequency. Yesterday, I was asked “Is there legislation that states how many times a debtor can be contacted in a week without becoming harassment?

This was my answer …
Hi Gwen,  Thanks for your email.  To answer your question …
I’m not aware of any Australia legislation as such that is specific in what’s “too much”. The words “reasonable“, “within reason“, “without undue harrassment” appear to be the common phrases used in all websites I’ve been able to find.  But, I am NOT a lawyer, so, if you feel that you really need to know, perhaps contact one for advice.

Having said that though, I’ve been in this field (account collection management and systems) for over 30 years and have never had anyone complain that they’ve been harrassed because I know that it’s not the frequency of follow up that’s going to elicit a response from a debtor, it’s the QUALITY of that follow up.

It needs to impact the debtor. To make them DO something. A phone call every day becomes boring and non-effective for both the creditor and the debtor. And .. both parties become frustrated in the process. Not the best outcome.

The “trick”, as always, is to
*  start collecting early (being polite yet systematic as you do)
*  slowly increasing pressure on the debtor to respond
*  if they don’t respond, become firmer.
*  keep the debtor wondering what you’ll do next if they don’t respond.
*  keep them off balance.  Don’t be predictable
*  increase pressure.
*  use different “vehicles” …
    –    phone calls,
    –    text messages,
    –    emails,
    –    letters in a plain envelope (using Registered Mail),
    –    faxes (as long as you know that they’re safe from prying eyes of people unconnected with the debt),
    –    business cards saying simply “contact me” …

Hope this helps …

By | 2017-07-13T08:51:40+00:00 November 5th, 2012|techniques|3 Comments

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.


  1. Anonymous November 5, 2012 at 9:06 pm - Reply

    Thank you so much for this article. It’s a timely reminder for me, particularly as debtors are becoming more difficult with Christmas approaching!

  2. michael todd November 6, 2012 at 1:00 am - Reply

    Mark Gaffney Dip.BM – Australian Partner Global Credit Solutions Ltd commented on this post to bring up an EXCELLENT point …. Hi Michael, I have been in the industry for 25+ years the ACCC and ASIC have very specific guidelines that pertain to this type of contact, in Australia we can only contact a subject 3 times a week unless specified by the subject for more. having said that depending on how you discuss the situation with the subject I can get extra contact by simply saying “IS IT OK IF I CALL YOU ON **** TO FOLLOW THAT UP?” this can expedite a situation and increase volume of calls without exceeding the statutory legislation.

  3. Amanda Lemons November 7, 2012 at 6:27 pm - Reply

    love the idea of sending a business card.. never would have thought of that… Great idea.

Leave A Comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.