Thea Dudley, CEO of Pocket Protectors, speaks with Group Publisher Jill Bloom. There are some funny things that people will say when asked about outstanding money collection. In this video/podcast, Dudley outlines a list of some of the more outrageous and banal responses of what people say when asked about late bills. 

Here is how to handle common payment pushbacks. In this exchange, here are what some might say and what people should say. 

“Haven’t I always paid you?” Yeah, but you’re still on the phone with them asking them about the funds. But instead of being snarky, ask back what is going on with the company and what’s driving the tardiness. Explain to them that you as the collector didn’t agree to a long-term payment plan and that receiving bills should be short-term. 

“I’ve done business with your company since before you worked here. I’ve never been put on hold or treated this way.” Be polite and patient with this type of statement when explaining the way things work in this exchange. We’ve trained you to pay us late so let’s rectify that. That’s scroll that back in. Ask how much money can you receive today. 

“My sales rep told me that is was OK if I was late.” Respond with an endearing remark about that sales person but convey to them that that arrangement was not conveyed to the rest of the team and that you’ll discuss exactly what arrangements were made. Then the converstation with go a little different. 

“I’ve been in the hospital.” That’s a tough one—sometimes it’s true, sometimes it’s not. But you have to give them the benefit of doubt. But we do hear this a lot but you still have to work out a payment arrangement to get the customer back on track. 

There are several more points that Dudley discusses with Bloom. This video is a fantastic presentation of how to have the conversation of outstanding invoices. You have to end the calls with a plan.