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Training

Mental Preparation for a Commercial Collection Call

posted on 2014-04-09 by Dean Kaplan

Elite athletes mentally visualize technique and success to improve actual performance.   Our debt collectors use a very simple technique to get better results.  Studies have shown that visualization improves awareness, mood, confidence and outcome.  We've been using these techniques with dramatic success at The Kaplan Group for years.

In house collectors typically have 2 objectives, and they are not always completely compatible:

     Maintain a positive relationship with customer leading to future profitable sales;

     Get the money that is already owed and past due.

 

Early in the debt collection process, in house collectors clearly do not want to jeopardize the long-term relationship with a customer.   Customers (at least paying ones) are the lifeblood of the business. 

In the training programs we have done for clients' in-house collectors and with our own collectors, we focus on several mental factors:

     Be in an Upbeat Mood

     Have a Positive Attitude

     Use a Calm Demeanor

     Have a good Tone to your voice

     Be Professional

     Be Courteous

     Listen and Understand

     Be Caring and Compassionate

 

It is widely recognized that having an upbeat mood typically leads to greater success in everything we do.  Individuals tend to perform better when their mood is positive.  And just as important, this seems to influence other people as well.  So, if the collector's upbeat mood rubs off on the delinquent customer that can have a positive impact on the collection process.

With respect to positive attitude, we are referring to having the belief that the debt collection call will be successful.  Success can be collecting money, getting helpful information, or building the relationship as a step in the process of eventually collecting.  This positive attitude is similar to the visualization technique for sports - the more you believe, the more likely you will make it happen.

Clearly, when dealing with customers, being professional and courteous is very important for maintaining a relationship.  A calm demeanor and a good tone are equally as important.  A tone with an edge, or outright nastiness, can draw attention away from the main issue - resolving the past due balance.  It can also cause the customer to become defensive or angry, neither of which helps the collector achieve the goals of collecting or maintaining a long-term relationship.

The last couple of items are a bit trickier.  For decades collectors have been instructed to maintain control of the conversation and not allow it to get off-topic of simply getting the invoice paid.  Many collectors work for companies or collection agencies that expect a very large volume of calls to be completed on a daily basis.  So, there is a real balancing act between these criteria and taking the time to listen, understand, and express a level of empathy if that seems appropriate to achieve your goals. 

For in house collectors, developing some level of a personal relationship with the customer is an excellent way to establish and foster a long-term relationship between the companies.  This relationship can be used in a positive way to help collect when the customer runs into cash flow issues.  At our commercial collection agency, we know a key factor in our success is often related to taking whatever time is required to listen to debtors, understand their situation, and express some empathy if that is appropriate. 

We recognize that the debt collector's approach and tactics need to change over time if progress is not being made using the attitude described above.   The change in approach is just another tool in the collector’s arsenal.

Having an upbeat mood, maintaining a positive attitude, and talking with a good tone is not always easy, especially as the day wears on or after a particularly difficult call.  Our collectors use one simple trick before each call to help them stay on track:  SMILE!  You will be amazed at how smiling helps you feel better and gives you a better attitude for the next call.