Debt collection calls are hard to make. Before you’ve dialed the number, you already know that the call will be uncomfortable, at the least. The most important thing for you to do before the call is to focus on the goal of the call so you can keep the conversation on track.

The goal is simple: To get paid the same day. But in the process of achieving it, you also want to maintain good will so that your business relationship continues to thrive. To help you reach your goal while keeping a good customer, prepare yourself before you pick up the phone.

Your first task is to collect all the essential pieces of information you may possibly need during the call. Have the past due invoice in your hand. This way you’ll be able to recite the facts about the account accurately. You might even find it helpful to have a script in front of you to read from. The following is an example that briefly covers all the key elements of the reason for your call:

Hello, [his/her name] this is [your name] with [your company name]. I’m calling to follow-up on [invoice number] for [$$$]. According to our records it is [XX] days past due. Since we have still not received payment, I wanted to make sure that there was no problem with the invoice and if there is no problem, determine when payment will be made.

If your customer has a history of slow payments, consider changing the last words to: “… and if there is no problem, determine why payment has not been made.”

Naturally you’ll get different responses from different customers. You may have already experienced the typical response of, “Your check is already in the mail.” In that case, simply request the check number, the amount paid and when it was mailed. If the timing is such that the check should have reached you by the time of the call, confirm the mailing address. If it checks out, then it’s time to end the call with the assurance that you’ll check into it on your end and contact them for a reissue if the check isn’t located.

For your customers who promise to mail the payment that same day, your call can end positively with something like:

That’s great! As you know our terms are [net 30] and we try to make sure all of our customer’s accounts are kept current with full purchasing power. I’ll watch for the check in the mail over the next few days.

Customers who are evasive require very firm and specific responses from you. Consider the following as a possible call script for such a customer:

As you know, our terms are [net 30] and this invoice is now [XX] days old. What can be done to expedite this payment and get it in the mail today?

Being firm and yet flexible will serve you well.  There are times when it’s not possible for your customer to pay you the same day as your conversation. In those cases, set a date that does work and then follow up with a phone call if you don’t receive a check by that date.

How about it? How do you prepare for a debt collection call?