Structuring a Collection Call Wendell Etheridge TEC Services Group

Getting that “First Hello” Turn a ‘wrong party’ contact into a RIGHT PARTY CONTACT Their time is YOUR money!

Getting that “First Hello” Preparation Identification Verification Documentation

Bridging the Gap – Coming to an Understanding Determine why there has been no action Empathize versus Sympathize Identify any disputes or objections

Bridging the Gap – Coming to an Understanding Communication Information Education Exploration Situation Complication

Overcoming Obstacles – Knock down the barriers Not paying IS NOT AN OPTION A carrot or a stick – the benefits of paying and the consequences of delaying Know your department guidelines

Overcoming Obstacles – Knock down the barriers Obligation Expectation Organization Negotiation

Developing the Solution Everybody can win Sources of Money Payments over time?

Developing the Solution Remuneration Qualification Application Consideration Duration Examination

Creating a Sense of Urgency Time Value of Money Earliest Restitution = Earliest Resolution Recap. Restate. Reinforce.

Creating a Sense of Urgency Customization Motivation Rehabilitation