March Madness at Brennan & Clark
1
Brennan & Clark Ltd. A Limited Liability Company Telephone: (800) 858-7600 721 E. MADISON email: [email protected] Fax: (630) 279-7045 SUITE 200 Web Page: www.brennanclark.com VILLA PARK, IL 60181 The Receivable Support Solution March Madness is in high gear at B&C. We just had all of our negotiators pull out their "3 point shot" strategy and hang it on the basketball hoop hanging on their door. Meg walked around and wrote down what she saw... When I remember to leave all calls, doesn’t matter if it is a customer or a debtor, with a deadline for follow-up. Deadline for sending documents, deadline for payment, deadline for following up with someone in their organization, deadline for following up with their attorney. And the moment the deadline is broken, I follow up with them. This is one way to maintain credibility. Knowledge is power. I always make sure I know all the facts and what course of action to take before I pick up the phone. Be quiet! The best negotiators talk 20% of the time, and listen the remaining 80% of the time. I can tell I am on my game when I am doing this. Go for the "win-win!" Forget about the "I win-you lose." Respectful behavior builds credibility. And respectful dialogue commands results. No street language. Good diction and tonality helps me maintain control of the call. Making outbound calls is more powerful than accepting inbound calls. Make the debtor/customer right - even when they are wrong. Regardless of whether or not I agree with a statement doesn’t mean I dismiss it. Validating what was said helps me move past the point and on to mutual ground. When I ask open ended questions, I get more information. I also disarm debtors by involving them in conversation. What they hold so close to the vest can be opened up by making sure the answer is not "no." Listen carefully. I can move a debtor into a corner by getting clues as to why they are not paying, or what else is going on. I can then counteract on any excuse they might give later on – because I listened and documented the file with what was said or learned. Use silence. 5 seconds of silence always gets the other party to start talking. Leaving blank spaces in the conversation compels the debtor to fill them in. Stay focused. I don’t let debtors get me off track by complaining about service, or somehow shifting the blame to me for the debt. I never forget that debtors use anger and screaming as a weapon (strategy) to get me off the phone. I use emotion as a strategy instead of as a tactic. I have a positive attitude on every call. Don’t make the first offer. Don’t consent to smaller payments without knowing all the facts . I ask for full payment on every call.
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March Madness is in high gear at B&C. We just had all of our negotiators pull out their "3 point shot" strategy and hang it on the basketball hoop hanging on their door. Meg walked around and wrote down what she saw...
Transcript of March Madness at Brennan & Clark
Brennan & Clark Ltd.
A L imi ted L iab i l i t y Company
Telephone: (800) 858-7600 721 E. MADISON email: [email protected] Fax: (630) 279-7045 SUITE 200 Web Page: www.brennanclark.com VILLA PARK, IL 60181
The Receivable Support Solution
March Madness is in high gear at B&C. We just had all of our negotiators pull out their "3 point shot" strategy and hang it on the basketball hoop hanging on their door. Meg walked around and wrote down what she saw...
When I remember to leave all calls, doesn’t matter if it is a customer or a debtor, with a deadline for follow-up. Deadline for sending documents, deadline for payment, deadline for following up with someone in their organization, deadline for following up with their attorney. And the moment the deadline is broken, I follow up with them. This is one way to maintain credibility.
Knowledge is power. I always make sure I know all the facts and what course of action to take before I pick up the phone.
Be quiet! The best negotiators talk 20% of the time, and listen the remaining 80% of the time. I can tell I am on my game when I am doing this.
Go for the "win-win!" Forget about the "I win-you lose."
Respectful behavior builds credibility. And respectful dialogue commands results. No street language. Good diction and tonality helps me maintain control of the call.
Making outbound calls is more powerful than accepting inbound calls.
Make the debtor/customer right - even when they are wrong. Regardless of whether or not I agree with a statement doesn’t mean I dismiss it. Validating what was said helps me move past the point and on to mutual ground.
When I ask open ended questions, I get more information. I also disarm debtors by involving them in conversation. What they hold so close to the vest can be opened up by making sure the answer is not "no."
Listen carefully. I can move a debtor into a corner by getting clues as to why they are not paying, or what else is going on. I can then counteract on any excuse they might give later on – because I listened and documented the file with what was said or learned.
Use silence. 5 seconds of silence always gets the other party to start talking. Leaving blank spaces in the conversation compels the debtor to fill them in.
Stay focused. I don’t let debtors get me off track by complaining about service, or somehow shifting the blame to me for the debt.
I never forget that debtors use anger and screaming as a weapon (strategy) to get me off the phone. I use emotion as a strategy instead of as a tactic.
I have a positive attitude on every call.
Don’t make the first offer. Don’t consent to smaller payments without knowing all the facts . I ask for full payment on every call.
