Dear Crabby,
I’ve been working in credit and collections for nearly 15 years, and I thought I’d encountered just about every kind of customer imaginable. But there’s one long-term customer who has me completely baffled.
Our company has several outstanding invoices with this customer, some more than 90 days past due. Whenever I call the accounts payable manager to discuss payment, he immediately becomes very irritated. Before I can finish even saying my name, he starts raising his voice and accusing me of harassing him.
Last week, his voice became so shrill that he reminded me of a frantic turkey gobbling away just before Thanksgiving!
I try to remain professional, but frankly, I’m running out of patience. I don’t want to damage the business relationship, but I also have a responsibility to collect what we’re owed.
How can I calm this customer down long enough to have a productive conversation about payment?
Sincerely,
Putting My Fingers in My Ears
Dear Fingers,
First, congratulations! You’ve apparently discovered a customer who celebrates Thanksgiving all year long, at least when it comes to making turkey noises. But before you reach for the cranberry sauce, let me offer a little advice.
When a customer starts shrieking about an overdue invoice, the worst thing you can do is join the chorus. Remember, you’re trying to collect money, not audition for the loudest bird at the county fair.
Angry customers are nothing new in credit and collections. Sometimes their frustration stems from genuine financial difficulties, invoice disputes, or internal problems. Other times, raising their voice may simply be an attempt to discourage further collection efforts.
Whatever the reason, your objective remains the same: lower the temperature, regain control of the conversation, and work toward a payment commitment.
Here are five suggestions that might help.
1. Don’t Compete in the Volume Department
When someone starts shouting, our natural reaction is often to raise our own voice. Resist that temptation. Instead, speak a little more slowly and deliberately, maintaining a calm, professional tone. You might be surprised how often the other person begins adjusting their volume to match yours.
Remember, the loudest person in the conversation isn’t necessarily the one in control.
2. Acknowledge the Frustration Without Surrendering Your Position
Try saying, “I understand that these calls may be frustrating, but kindly understand that I’m only trying to get paid on invoices that are severely past due.”
You’re not apologizing for requesting payment, nor are you agreeing that the customer has been mistreated. You’re simply recognizing the emotion while keeping the discussion focused on resolving the problem.
A little empathy can sometimes accomplish more than another five minutes of arguing.
3. Let the Turkey Finish Gobbling
Yes, sometimes you need to let the customer get a few things off his chest. Avoid interrupting, even when you disagree. Listen carefully for clues about what’s really causing the frustration.
Perhaps there’s an unresolved invoice discrepancy, a cash-flow problem, or an internal approval issue.
Once the customer finishes, summarize what you’ve heard and ask whether you’ve understood the situation correctly. People are often more willing to listen once they feel they’ve been heard.
4. Redirect the Conversation Toward a Solution
After acknowledging the customer’s concerns, gently steer the discussion back to the overdue invoices.
For example, ask, “What specifically is preventing payment, and what steps can we take to resolve this?”
If the customer identifies a legitimate dispute, determine who needs to address it and establish a timetable. If there’s no dispute, ask for a realistic payment date or discuss whether a partial payment arrangement is possible.
The objective isn’t to win an argument. It’s to get the invoices paid.
5. Know When to End the Conversation
Sometimes, despite your best efforts, a customer simply refuses to calm down.
If the shouting continues or becomes abusive, politely explain that you’re willing to discuss payment when the conversation can proceed professionally.
Then end the call, document what occurred, and consider escalating the matter to your credit manager or another appropriate contact. Professionalism doesn’t require tolerating personal abuse.
One Final Thought
Remember, when a customer starts shrieking, your job isn’t to shriek louder. It’s to bring the conversation back to the one thing that matters: getting those overdue invoices paid.
And if that doesn’t work, at least make sure you’re not the one getting roasted!
Happy Thanksgiving!
Crabby
Hector the Collector is a credit, collection, and human resources advice column by Nancy Seiverd, President, CMI Credit Mediators Inc. Your thoughts and comments (nseiverd@cmiweb.com) are most welcome!
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