Now, would your answer change if the balance were $2,500 or $250,000?
Moving on. Imagine this situation.
You’ve been trying to reach a commercial debtor for several weeks. Phone calls to the office go unanswered. Emails to the company receive no response. Messages are never returned.
However, during your research, you discover the owner’s personal cell phone number and personal email address.
Would you use them?
For commercial collectors, this situation is becoming increasingly common. As more business owners work remotely, use mobile devices, and blur the line between their professional and personal lives, collectors often find themselves debating whether reaching out through personal contact information is appropriate.
There are reasonable arguments on both sides.
Those in favor often argue that once a commercial account becomes seriously delinquent, every reasonable effort should be made to establish communication. A brief, respectful message to a personal email address or cell phone may be the only way to reconnect with a business owner who has become difficult to reach. In many cases, the owner may actually appreciate being notified rather than allowing the account to continue escalating toward litigation or third-party collections.
On the other hand, those opposed believe that personal contact information should be used cautiously. Some business owners may view an unexpected call or email to a personal device as intrusive, particularly if they never provided that information during the business relationship. Others worry that such contact could unnecessarily strain an otherwise salvageable customer relationship. Company policies, legal considerations, and the circumstances surrounding each account should also be taken into consideration before making that decision.
Perhaps the best answer lies somewhere in the middle.
Many experienced collectors reserve personal contact information as a last resort and use them only after traditional business communication has failed and only when the communication remains professional, respectful, and focused solely on resolving the commercial account.
Your thoughts and comments (nseiverd@cmiweb.com) are most welcome!
Nancy Seiverd, President
CMI Credit Mediators, Inc.
All Rights Reserved
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