If there’s any weapon more powerful in building rapport with a delinquent account holder, it’s the astute use of humor. We all know humor is an icebreaker and those lighter moments are priceless. That’s particularly the case when attempting to collect a past-due debt. Why?
Think about what happens when you broach the issue of a past-due account with a debtor who is in distress.
Even those who appear to be the most nonchalant about money troubles feel a deep sense of shame.
In fact, wars have been sparked by one or more episodes of humiliation suffered by one’s opponent. Unless a debtor has completely skipped town (in which case skip-tracing services are in order), a bit of humor can really break the ice. That may provide an opening to engage the debtor in a meaningful discussion.
A touch of self-depreciating humor also helps to break the ice, but avoid sarcasm. Keep the conversation non-confrontational and don’t disclose details about your personal life as that could come back to bite you. The most important thing you can do at the outset is flash a genuine smile. This will disarm the debtor and may help them to relax a bit.
Almost every debtor is ashamed on some level and those who have no shame likely won’t respond to friendly overtures anyway. Besides, smiling will help you maintain control should the person become hostile and attempt to upset you.
While these suggestions often prove helpful in dealing with a delinquent account, it’s no guarantee you will be successful in resolving the debt. If you need extensive help, bring in a professional who has been trained in all facets of merchant collections and skip tracing.