ServiceWinners International

We collect from all types of people undergoing financial distress and how they talk with us determines how we tackle them. Usually, customers are just ‘normal’ when under distress, but how to deal with ‘special’ people. Like people with over-inflated egos, VIPs, and even narcissists in financial distress?

Refuse-to-Pays are some of the most difficult debtors to tackle. I much prefer angry customers because when people are angry, they usually care. If I can calm them down, listen to them, solve their issues; then I’m usually able to collect.

But ‘Refuse-to-Pays’ say things like:

• “Go ahead, get in line, sue me.”
• “Do what you have to do, I’m not paying.”
• “I don’t care.”

Too often I hear collectors Kung-Fu fighting with their customers. Each side hitting the other with verbal reasons about paying and not paying. Often it degenerates into nasty arguments and terminated calls. Some collectors will say, “Well, I taught him a lesson.” The problem is that collectors aren’t paid to teach lessons.  They are paid to collect money and help customers out of negative situations.

So, I try to avoid Kung-Fu and instead use Tai Chi and Judo. These techniques are quick and easy and they have helped me collect money. I will share six debtor situations that work well with Tai Chi and Judo.

When debt collectors and their customers interact with each other, it reminds me of the old Spy vs. Spy comic in Mad Magazine. Collectors constantly need to update their arsenal of techniques to out-smart consumers on their ever-changing tactics of how not to pay.