Does anyone in your office LOVE collecting unpaid debts? We do! And, here at Frisella Law Firm we’ve been studying and perfecting it for 20 years. Good business owners understand the need for a great sales team and excellent customer service but far too often overlook the need for a great collection team. We know how to talk to customers who haven’t paid for services they received or products they used. Changing your customer’s mindset from “I’m not going to pay” to “I’m willing to pay” takes experience and techniques that really work. There are right and wrong ways to communicate a debt balance, discuss a dispute, expose a cashflow issue, get to the decision maker and resolve a complaint.
CUSTOMER SERVICE ALWAYS MATTERS, EVEN WHEN COLLECTING A DEBT
Like any customer service, when collecting a debt timing and tone can make all the difference. When collection work is left to an employee who doesn’t enjoy it, or worse, management who doesn’t have time for it, it reduces job satisfaction and leaves money on the table while burning bridges in the process. Approaching a debtor with kindness, listening to the discover the real reason for non-payment and finding a solution that will actually resolve the dispute requires the expertise of a commercial debt collection attorney. If you’ve ever had a wonderful meal ruined by a waiter/waitress who hated their job, you understand that service matters – even when collecting a debt.