Do not give a training program on negotiations to your collectors!
Are you kidding? No, I’m not.
There is a well-known quote attributed to psychologist Abraham Maslow, ‘If the only tool you have is a hammer, you tend to see every problem as a nail.”
What do your collectors want to do if they have been training in negotiations? Naturally enough, they want to negotiate and negotiations are the last thing you want to do when collecting a past-due invoice or account.
First of all, you should not have to negotiate. When someone goes to buy a house, a car or walks up a driveway in a neighbourhood for a garage sale, negotiations are expected on both sides. But in your case, the sale of goods or services has already taken place, the price was agreed to and there should be no need for negotiations.
Collectors, therefore, need to be fully trained in an assertive approach to collect the full amount due. Persuasion first! It is easier, faster and cheaper than negotiations.
Only when persuasion does not work should negotiations be considered. It is not that negotiations should not be employed, but they are not the first, not the best tool available.
More? You will find more on successful techniques to collect in our new online CCAT (Collection Certification and Training). We call it cat.
Discount? Even free?
We’re changing the name of ‘Tim’s Tips’ to something related to our CAT program. You will receive a discount coupon worth 25% off the Classic ($99) or Premium ($119) program just for sending a suggestion. If we choose your suggestion for the newsletter, you receive a coupon for 100% off.
Please send your suggestions via our contact page.
P.S. Not on our free tip list? Sign up here.