Debt Collecting Q & A – Issue #4

Dear Jim –

I've had it! It's been 90 days since I sold a product to this big corporation and I haven't seen any money. When I call them I get a "human resources" person who claims to be waiting for a check to be cut by another department. On top of that she has an attitude like I'm bothering her or something. In the meantime, I'm getting ripped off. What do you suggest? "Almost Postal"

Dear Postal,

I understand - I've been there! But the way you signed off on that question bothers me. You need to remember to never overreact. The person who keeps their cool is always the winner in these situations. There's a pretty good chance that her attitude isn't genuine. She is trying to intimidate you or make you angry. If she can do that she stays in charge.

So first of all, keep your cool! Attack the problem with facts. Get to the department, which cuts the checks and get hold of the supervisor. Let him or her know that you will be working closely with them to conclude this transaction. Remember that asking for the name of the person's supervisor can, easily end bad attitudes or being given "the ol'run-around." Get both the name and the contact information.

Write out your opening pitch: why you're calling and what you've done to try and solve the problem up to now. Example:

"Hello Gary. I'm glad I got a chance to speak with you because I'm getting really frustrated. Almost 90 days ago we shipped 10,000 Thingamabobs to your company and we haven't been paid. I've talked to Jean in Human Resources several times and she just says the check is coming soon. And let me tell you, that story is getting old! I'm calling you today as a last resort - looking for you to mail a check today to prevent legal action on this matter, because that is going to be the next step we take. ** And I should tell you that you would be named in the suit. So will you help me out today?"

If that person gives you mumbo jumbo about why the bill hasn't been paid don't get angry, ask them what they will do to get a check out to you that very day. If you get a negative answer don't let them off the phone until you find out where the hang up is. Go as far up the corporate ladder as you can and document every conversation. Add each of these to the verbal history in your pitch. You want to come across as stern but in control.

I know that having to go through all this is a real pain but since you have to do it, try and enjoy it, knowing that you're giving these people a real dose of justice, collections style! Good luck!

* Never threaten legal action unless you fully intend to follow through.