adminTonderai Gwangwawa Business Correspondent
CREDIT collection in Zimbabwe has given me renewed experience in tackling customers like very important persons (VIPs), such as godfather-like politicians, titled people, senior police officers, and others.
I don’t enjoy collecting from them, but they help to polish collection skills. I would like to share some techniques in handling not only VIPs but also know-it-alls, and threatening and abusive customers.
- VIPs; these are people with big egos. For some of them they have spent a lot of money for those titles they have. Many will maximise their higher social standing to get as much time or discounts out of you. When I compare my ageing reports with “normal” customers to my “VIP” base you can guess which group has the worse aging. Just because they are Very-Important-People it doesn’t mean they possess Valour-In-Payment.
Be prepared. It’s important to review the account before you call VIPs. If you are unprepared they will take full advantage to delay payment and belittle you. They often will ask to speak to your supervisor. Once you are prepared, make your call.
Give respect. I have found that people with big egos want respect. As a collector, I try to provide my debtors with anything they want because after I give them what they want, I ask them to give me what I want: payment. I will use their titles. I will even begin the call with, “Thank you Mr/Ms VIP for taking my call.” If I detect a bit of anger in their tone, I’ll say, “Sorry Mr/Ms for disturbing you, however; you need to pay your debt.
- Don’t fight.
If VIPs insult you don’t lash out by saying, “Well at least my phone bill is paid on time.” Just roll with the punches. If need be, apologise for anything you might have done to make them upset.
Emphasise your authority. Introduce your full name, your job title, and your location. I say something like, “Hello Mr/Ms VIP, I’m Steve Coyle, your account supervisor with ABC Company. I’m calling you from our payment headquarters in (location). How are you today?”
Some tips about this greeting, use powerful job titles. Weak job titles include “clerk”, “collector”, “negotiator”, and “representative” I prefer powerful titles like: “account supervisor”, “workout specialist”, “payment supervisor’”, “account manager”, “credit manager”, “credit executive” ,etc. If I’m a VIP and you use a weak job title, I’ll say: “Give me your boss.” VIPs like to talk to other VIPs, so raise your social stature as high as you can.
Speak confidently, use the word “headquarters”. It paints a picture of an important call. Hopefully the VIP will take the time to talk with you.
Use judo. After you give VIPs respect, use the concept of “I scratch your back now you scratch mine.” Judo is using the large amount of respect and whatever else you have earlier given to now ask something from them. Judo example, “Mr/Ms VIP”, it won’t be a problem for you to pay this small amount today, right?” If they say they will have problems paying, you need to act surprised, even if you are not. This will also help to bring the VIP down to your level. Judo uses the concept of obligation. You gave the VIP what he or she wanted; now you are asking something in return. It’s hard for humans to say “no”. Think about it. When food promoters give you a free taste of food at the supermarket, do you like saying “no” after they ask you to buy?
- Know-it-alls – These can be doctors, lawyers, accountants, engineers, and many other professionals. They can also be just regular people who think they are smart. Unlike VIPs who want respect, Know-it-alls want you to tell them they are smart. I have had them argue about:
- Tax issues on my billing.
- Legal process about what my firm can or cannot do and when
- IT systems in printing out our bills
Sometimes I know the answer to their comments. Other times I don’t know the answers, but it doesn’t matter. I have discovered that arguing with such people over technical matters results in fewer payments collected.
Even if I win the argument, I lose the payment. Instead, I have found it’s better to allow them a small victory so that I can win the war. I say this, “Mr/Ms Know-it-all, you know Much more about this than I do. You also know what will happen if there is no payment. So when will you be paying?” In essence, tell them what they want to hear: You’re smart; I’m dumb. It makes them feel good. They think they have ‘won’. Then judo them with their intelligence by telling them their intelligence also tells them what will happen if there is no payment.
- Threatens – These are customers who bully you. They threaten legal action, writing to the newspapers, reporting you to the central bank, reporting you to your boss, and eve reporting you to the CEO. Usually when people start talking like this they are stressed. And stressed people are indirectly asking for help. Inexperienced collectors get easily bullied and lose to these types of customers. New collectors often pass such calls to their supervisors. Game over. For me, I want to project confidence while trying to help the customer. I say, “Mr/Ms Threaten, that’s your option (their threat), however; I’d like to help you now if you give me the chance.” Stressed people like options. They also want help, but usually they won’t ask.
- Abusives – Abusive customers are those who attack you below the belt. They can insult your intelligence, race, gender, age, nationality, and name, whatever. They can even threaten physical harm. It’s no problem when debtors insult our organisations, but when they insult us it’s hard to handle. Abusive customers were my most difficult customers to handle until I got this tip.
The next time you get someone personally insulting you, say, “Mr/Ms Abusive, I’m trying to help you, but when you use words like these I won’t be able to help you.” In my experience, 90 percent of the time the customer will calm down. Sometimes they will even apologise.
The magic words in this sentence are the word ‘help’. I use it twice. I want the customer to see me as the good guy. I’m the partner. I’m not the enemy.
It makes no sense bashing me when I’m just trying to help. I hope these tips help you and your team collect from tough debtors.
VIPs want respect.
Know-it- alls want you to tell them they are smart. Threatens and Abusives want help. Give debtors what they want and often they will give you what you want: $$$.
Happy collecting.
Tonderai Gwangwawa is a credit controller and he can be contacted at [email protected] or 0773887202 or 0735935045
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