Collection management is a series of marketing actions, administrative organization, technology applied to obtain information, training of human resources, strategy and policies emanating from the high command, generating actions and complementing each other to achieve a common goal, lower current collection times.
In other words, there is no magic formula to charge more, but rather a permanent and multidisciplinary effort must be made to achieve success. And with an economic crisis, efforts must be redoubled rather than resign.
Because the other creditors take advantage and manage to collect the accounts of the debtors that other collectors resign themselves to contact.
And precisely in this continuous competition that personal contact with the debtor cannot be wasted, firstly because surely it was very difficult for us to find him and to meet with us.
Second, because we cannot specify when the next opportunity will be, and third, and no less important than the previous ones, because direct and personal contact is the best way to connect between two people.
We must achieve with the person responsible for paying a working relationship such that it generates a greater commercial commitment to comply and that it chooses us before other creditors.
In that personal contact, we must confirm information that we possess and be skilled probes of the information that we need.
This is essential to reach an agreement satisfactory to both parties. What it means for a debtor to pay 20% of their debt, surely it will not be for another and surely for one it will be a lot and for others less.
But part of the required information is answered verbally instantly, without supporting documentation at least on that occasion and we must try to verify it to detect lies.
One of the ways to detect if he is lying to us is by investigating that data, asking beyond what he tells us. Because what you tell us you have already prepared in advance. What you don't have ready are the answers to new questions.
This is when I must sharpen my perceptions, listen without interrupting, pay special attention to the data it provides, since information may emerge that steps on what has been said previously.
If I have an efficient system, surely you will have a personal file of that debtor where they include, in addition to the previous collection actions, the sayings, excuses, reasons and comments made in previous contacts.
In this way and simply comparing with the novelties, inconsistencies may arise about which it is necessary to delve deeper.
Special attention should also be paid to body language, facial expressions, arm and hand movements, body movements, postures, etc.
It is proven that when lying, the brain emits waves to the nervous system and generates automatic itchy reactions in the nose, in the ear, or gestures, looks down or to the side, automatic movements of hair arrangement and hand contacts with forehead. If you are sitting, it generates movements, crossing your arms, hiding your hands and other changes.
You must be very attentive and take advantage of this gestural language to continue investigating because it is possible that you are lying or omitting something significant to overturn the sane in the best result.
It is also necessary that you justify your statements with documentation and if you do not have verifiable income, you must inquire about the commitments fulfilled and the ones not fulfilled.
If you present expenses a day it is a good way to establish presumed income.
If you are up to date with these accounts, it also reflects the availability of money. On the other hand, if it presents diverse intimations of default, it reflects a general crisis situation to take into account.
It is also essential to listen more than the words because in the handling of objections it is essential to detect the real objection in order to be able to answer it. There are times when out of modesty a client does not express his impossibility of fulfilling the agreement and instead of facing the situation, he discusses, attacks, underestimates our company or our product as if it were enough to justify the non-payment in term.
In summary, when we have the debtor in front of us, we must listen more than the words and probe, analyzing the gestures and movements, inquiring and internalizing the reasons for the non-payments, the offer that he makes to us to solve his situation and investigate the «why »Cannot offer more.
