At BYL Collections, we've written plenty of articles about the federal and state regulations behind customer collections. We've written how to attract renters, how to stay in compliance, how to make sure your customers pay on time and the many, many wrong ways to go about debt collections. We emphasize customer service because we believe in treating people the way we'd want to be treated. The way we see it, positive interactions with customers don't have to stop after the sale is made.
An appreciated customer is a repeat customer. Your sales team knows how to appreciate customers in order to gain their trust and earn their business. Beyond that, the customer service offered by your business will help retain the customers as well. Building a respectful relationship between your business and your customer can be as simple as a few things:
When a customer feels that they are more than dollar signs to a business, when they feel truly valued and heard, they will build a long-standing trust with that business. This trust relationship affects how long they stay with your company, if they refer others to your company and if they treat your business with respect as well.
In many cases, customers already feel the pressure and shame of an account in collections. The average consumer may not be aware that as many as 1 in 20 Americans have an account in collections or are past due on a bill. Because of this overall feeling, contact with a debt collector is wrought with potential for an angry, frustrated phone call. Here's what our collections experience has taught us: many of your customers actually work hard to fulfill their obligations in a timely manner. In fact, there may be extenuating circumstances that have caused a non-payment and your customer may not be aware that your business is willing to work with their situation.
When a customer feels respected and valued by your organization, yes, even on a collections call, they will react better. When fear is taken out of the equation, the situation opens up possibilities for paying your bills sooner than you might have expected.
Your business collections or accounts receivable department can follow the same customer appreciation advice as your customer service department. Collections calls require understanding, positivity and finesse to overcome objections. Here are a few powerful ways to respect your customer on a collections call:
The poet Maya Angelou is quoted as saying, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Offering respect to your customers, showing them that they are truly valued, is something they will remember when you have to call them for an unpaid bill. Collections calls can be handled with the same care and communications skills of your sales and customer service teams. Respect your customer. They will have more respect for your business and be more open to resolve conflict in the relationship.