1. Structuring a Collection Call Wendell Etheridge TEC Services Group

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

3. Getting that “First Hello” Preparation Identification Verification Documentation

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

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

6. 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

7. Overcoming Obstacles – Knock down the barriers Obligation Expectation Organization Negotiation

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

9. Developing the Solution Remuneration Qualification Application Consideration Duration Examination

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

11. Creating a Sense of Urgency Customization Motivation Rehabilitation