Are you having trouble dealing with your debtor’s personality?

Is your debtor making business exceptionally difficult to conduct?

Debtors come in all shapes, sizes, and personalities. If you’re lucky, your customer will be polite and apologetic. However, it’s more realistic to think that you’ll encounter unpleasant behaviors. 

You should know the best way to respond to the most common unpleasant personalities in order to get the best outcome out of your collection calls. Here are some common debtor personality traits:

Arrogance

Some debtors think they are a lot smarter than you. In this case, your debtor will offer all sorts of explanations for nonpayment, and may have even convinced themselves that they don’t owe you any money. To keep the call under your control, respond calmly and persistently, point by point, with the facts that refute your debtor’s allegations. Don’t let your temper escalate with each point.

Selective Memory

This debtor claims that they don’t recall making their purchase, and don’t recall making a commitment to paying the bill. Your job is to remind your debtor that commitments were made on specific dates for specific amounts of money. By producing a document for every denial, you can successfully overcome your debtor’s selective memory. This is where keeping detailed documents proves invaluable.

Screaming

Some debtors can become enraged to the point of screaming at you over the phone. You must remain calm and remember your ultimate goal: to collect payment. Some screamers calm down if you request permission to speak. If the screamer grants you permission, state the case for payment without any sign of emotion or attempt at intimidation. Describe their account balance and make a specific request for payment.

Crying

This type of debtor wants your sympathy and makes every effort to make you feel sorry for them by using illness, divorce, a death in the family, accidents, and other life altering events to pull at your heartstrings. Don’t fall for it!

Remain calm and composed, giving a response like, “I can certainly appreciate how you feel; however, we have business at hand and must resolve this outstanding balance.” You should demonstrate that you listened to what the crier was saying, but at the same time continue demanding payment.

The Secret to Success!

It’s very difficult to keep your temper under control when you’re dealing with certain personalities. This is especially true when you know you’re being lied to or manipulated. However, being cool and staying calm will improve your chances of getting paid sooner rather than later. You must stay professional, regardless of the debtor’s attitude. 

In the showdown between you and your debtor, the debtor would like you to lose your cool, so they can justify not paying you. Your calm and collected demeanor will serve you well. In the end, many debtors will pay you what they owe. But there’s no guarantee!

Need Help? Enlist Expert Michigan Collection Services!

If trying to collect from you debtor has gotten out of control, it’s time to call in the pros.

The Mullers offer collection services in Michigan, meaning that if you or your debtor are in Michigan, we can help! Call (248) 645-2440 or submit a contact form here to get started. We look forward to taking collections off your plate and getting you the money you’re owed.