Debt collection is a necessary part of business, but how it’s done can make all the difference between maintaining a professional reputation and becoming infamous for all the wrong reasons. Take Mark S. for example — your run of the mill debt collector based out of Texas. This debt collector’s approach serves as a perfect example of what not to do if you want to be effective and respected in your field. His methods were not only unethical and distasteful, but they also proved to be entirely ineffective. There was no concept of responding vs. reacting and I look forward to exploring the deficiencies in his approach through numerous educational posts, not for the purposes of embarrassing this real person, but quite honestly, it’s an opportunity to learn and avoid behavior that is unproductive.
Let’s dive into what Mark did wrong and how you can avoid his mistakes to become a successful, ethical debt collector.
1. Don’t Insult the Debtor or Their Family
One of the most fundamental rules of negotiation and debt collection is to maintain respect and professionalism at all times. Mark broke this rule spectacularly by personally insulting me and my family. This not only destroyed any chance of a productive conversation but also painted him as unprofessional and emotionally driven.
Why This Fails: Insults do nothing but escalate tensions. They push the debtor (or in this case his representative) into a defensive stance, making cooperation less likely. Respectful communication, on the other hand, opens the door to dialogue and resolution.
2. Don’t Make False Accusations
Mark tried to rile me up by making false accusations, hoping to anger me into a reaction. This tactic backfired, demonstrating his poor negotiation skills and desperation.
Why This Fails: False accusations can lead to legal repercussions and damage your credibility. Trust is a cornerstone in any negotiation. Once lost, it’s hard to regain. Stick to the facts and keep the conversation grounded in reality. Less is more.
3. Don’t Let Personal Frustrations Show
It was clear that Mark was getting nowhere with his efforts, which only seemed to fuel his personal frustrations. This seeped into his communication, making him even less effective.
Why This Fails: Showing frustration undermines your authority and can be perceived as unprofessional. It’s important to stay calm and composed, no matter how challenging the situation. This helps in maintaining control and steering the conversation towards a resolution.
4. Don’t Sacrifice Civility and Professionalism
Mark’s lack of civility and professionalism made it impossible to have a fruitful or productive conversation. His approach was aggressive and demeaning, further alienating the debtor and his representative.
Why This Fails: Professionalism and civility are key to effective negotiation. They build a foundation of mutual respect and create an environment where solutions can be found. Always aim to be polite and professional, regardless of the circumstances.
How to Do It Right
- Maintain Respect: Always speak to others/opposition/debtros with respect, regardless of their situation. This builds rapport and opens the door to cooperation.
- Stick to the Facts: Base your arguments on verifiable information. This builds trust and keeps the conversation focused on resolving the issue.
- Stay Calm: Keep your emotions in check and remain composed. This demonstrates professionalism and helps in managing the conversation effectively.
- Be Professional: Conduct yourself in a manner that reflects well on you and your organization. This includes being courteous, patient, and understanding.
By following these guidelines, you can ensure that your debt collection efforts are not only effective but also ethical and professional. Learn from Mark S’s mistakes and commit to practices that reflect well on you and your business. Remember, successful negotiation is built on respect, professionalism, and effective communication.
Don’t be a Mark.
