Dear Crabby,
I’m the credit manager at a liquor wholesaler and have been at my current company about eight years. Liquor wholesale distribution means that we sell to retail liquor stores, mom and pop convenient stores, some smaller supermarket chains, and to other kinds of retail outlets. Our company has been in business for over 50 years and has a great reputation, especially in our geographical rural area. In addition, I take a lot of personal pride in our company’s history.
About three months ago, I hired a new collector to help us with our past due accounts. “Jim” is about 70 years old and was in the liquor wholesale industry performing collections for a couple of decades. He retired a few years ago but then decided to come back into the workforce. Jim responded to our collector position opening posted on our website.
During the interview, I could see that Jim was a little rough around the edges, but I felt his collection experience in our industry would be very advantageous in getting some of our habitually past due customers to pay timely. In addition, considering our rural location, in which it’s hard to find good employees, I was happy that Jim submitted his resume to us.
The problem with Jim is that his “rough around the edges” style has been turning off some of our customers. In fact, when I listen to him speak on the phone, he has some terribly ingrained words and speech patterns that can be off putting and even offensive.
Since his office is within earshot of mine, I can hear him on the phone saying the following:
Sweetie – Sometimes he addresses a woman by this term and when I hear it, I just cringe. I’m thinking that he must have been asleep for several years like Rip Van Winkle and completely missed the memo on why that term is not only inappropriate but also downright sexist.
Pal, Buddy, Guy – Although one man addressing another man as Pal, Buddy or Guy is not nearly as inappropriate as addressing a woman as Sweetie, it sets the tone for being too casual and I feel undermines the seriousness of the past due account.
I’ll explain it real slowly so that you understand – This one is so condescending, it makes my blood pressure go up.
You should have known better – This one feels like the customer is being scolded for allowing an account to become past due. The reality is that none of our customers want their account to become past due in the first place.
We don’t like deadbeats – Obviously, the inappropriateness of this comment doesn’t need any explaining.
There are several other examples, but I think you get the drift.
As an employee, I have found Jim to be genuinely hardworking and he has produced collection results, but his way of speaking on the phone just doesn’t fit our company culture and has resulted in a few calls from customers complaining about his style.
I have pointed out these inappropriate comments when I either hear them spoken directly or received a complaint. Unfortunately, after speaking like this for decades, it seems that they are deeply embedded into Jim’s personality.
How can I fix his communication style?
Signed: My Collector’s Speaking Style Needs Improvement
Dear Needs Improvement,
The first thing that you must keep in mind is the reputation of your company and the ongoing relationships with your customers. If Jim is damaging either one or both, then you have a serious problem and may have to make an urgent human resources decision.
Secondly, at 70 years old, it may be very difficult for Jim to adjust his speaking style. I’m thinking that even if you mention that his style needs improvement, he may be offended. Perhaps his way of speaking served him well over the decades.
However, if you feel that in view of his recent collection success that Jim has long term potential at your company, you might want to think about investing in telephone etiquette and collection trainings. Perhaps this will help to professionalize his way of speaking. There are many courses that can be found on the internet, and most are on-line with private or group instruction.
I hope the above is helpful in giving you an option to help Jim to improve his communication style. Please let me know what happens.
Crabby
Dear Crabby 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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