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Don’t play hard to get!

admin  -  May 03, 2012  -  Comments Off
Last week I was playing the part of a past-due client in a role play with one of our students. He was trying to impress upon me the negative results of further payment delay. “Your account will be a charge off,” he said. “What is that,” I asked. Got him!

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Mood for success

admin  -  Mar 27, 2012  -  Comments Off
Are you at your best with all contacts you have with customers every day? Odds are your mood affects the words you use when trying to convince or motivate a client. But, do you want your success governed by how you feel? What is your very best pitch, word for

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Carrots weigh more than sticks

admin  -  Mar 15, 2012  -  Comments Off
A client I was working with recently was using a technique well known and used by many of us over the years. “Until we have your account brought up to date, your future orders may be placed on hold.” However, for most of my clients, the objective is not “collections”

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Passion

admin  -  Feb 13, 2012  -  Comments Off
Your passion or your life! There is a saying: “Nobody on their deathbed ever said they wish they had spent more time at the office.” I’m not so sure. Thomas Edison’s wife figured he was tired out and stressed, needing a vacation. She told him he should go to the

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Power to the people

admin  -  Jan 26, 2012  -  Comments Off
A couple of weeks back I worked with a group at a public utility on the West Coast of the United States. Some of us in the business, more than a few, would agree they have their challenges. We are always called upon to perform of course, but there are

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Collector’s prayer

admin  -  Jan 16, 2012  -  Comments Off
Our organizations do not need us to deal with the customers and clients who are pleasant to deal with and have funds to pay. While not all of our customers and clients are difficult, let’s face it, there are a few that Mother Theresa or Dale Carnegie might have punched

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Stop Sending Your Customers to the Competition!

admin  -  Jan 03, 2012  -  Comments Off
How’s that for a new year’s resolution? Early last month I was visiting a client and reviewing their training. I discovered their sales people received several weeks of classes, one-on-one and working with a senior and seasoned partner before they were allowed to call on a customer ‘solo’. One of

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Jerry Maguire

admin  -  Dec 16, 2011  -  Comments Off
When you talk about movies and collections, it is difficult not to think of the great tag line “Show me the Money” from Jerry Maguire. Yet, there were two additional lessons from the classic 1996 Tom Cruise film. Asking for the money in collections, using an assertive but not too

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JAWS

admin  -  Dec 10, 2011  -  Comments Off
The horror/thrller movie JAWS was a summer blockbuster in 1975.     The scene when the shark nearly gets Chief Brody, without the benefit of the previous ‘shark is coming music score’ is listed as one of the 100 scariest movie moments. Do you remember Chief Brody (ably played by actor Roy

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Rocco’s gambit

admin  -  Nov 28, 2011  -  Comments Off
There is an old style shoe repair shop not far from where I live. The craftsman/owner is named Rocco. I’ve had occasion to take some shoes and other leather products there for repair and he has always done excellent work. How about his prices? I can pretty well guarantee every

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    • Don’t play hard to get! May 3, 2012
      Last week I was playing the part of a past-due client in a role play with one of our students. He was trying to impress upon me the negative results of further payment delay. “Your account will be a charge off,” he said. “What is that,” I asked. Got him! He hemmed and hawed, eventually […]
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