• Proven techniques for collecting more money — more quickly and easily than you thought possible
• Strategies for getting accounts current while maintaining goodwill with valued customers
• Tips for getting prompt payment after just one telephone call
• Incredibly effective ways to overcome debtors’ excuses, lies, and complaints
• Keys to building rapport so you’ll win debtors over to your way of thinking
• What your organization’s legal rights and limits are
• Exactly what has to be included in a collection letter ... and just as important ... what should NOT be included
• How to work successfully with outside collection agencies
• When and how you should consider legal action to collect a past-due account

• Accounting professionals
• Customer service managers
• Small-business owners
• Collection professionals
• Salespeople
• Credit professionals
• Bookkeepers
• Financial managers

Managing and Controlling Your Receivables: Setting the Stage for Getting the Money You’re Owed

• When is it time to collect? Understand when it’s time for action — and what action to take
• How to steer clear of the collection mistakes made most often
• Does your company’s credit policy ease or impede collections?
• Tools of the trade: Staying organized and in control of your massive workload
• Why no business can afford to ignore collections
• Power techniques for keeping track of what you’re owed
• What you can do to prevent many accounts from becoming past due
• The importance of using up-to-date and accurate information

Secrets of Successful Collectors Revealed

• Putting yourself in the debtor’s shoes: why people don’t pay
• Why you’ll be more effective in collecting if you make it as painless as possible for the debtor
• How to stay positive when you’re surrounded by so much negative energy
• Keys to establishing a rapport with debtors that help you collect more money fast!
• Smart tactics that help you ease the debtor’s defensiveness
• Maintaining goodwill so you don’t lose potentially good long-term customers
• When to turn up the heat — and when finesse will get you further, faster
• Be consistent — always follow up when you say you will
• Tactics to use when a debtor blatantly lies
• How to handle "special" collections situations — including when a debtor writes a bad check, how to get full payment from someone who thinks a partial payment is enough, and more
• When — if ever — should you agree to settle a balance for less than the total amount owed

The Telephone as Your Most Powerful Collections Tool

• The importance of adopting a positive frame of mind before you make the call
• Maintaining a client status report — important info you need to keep tabs on
• Getting past the gatekeepers who prevent you from speaking with your debtor
• When’s the best time to make collections calls?
• Should you ever put a debtor on hold?
• Listening and questioning skills that’ll prove invaluable in getting customers to pay up
• What days are "prime" collection days?
• Essential follow-up documentation to phone conversations
• Does the debtor have the right to demand that you not call again? You may be surprised at the answer!
• One thing you should never do with a client — argue!
• Soothing the irate customer
• Reenergizing after you’ve had an emotionally upsetting call
• Establishing a rapport with clients — especially those you know you’ll be working with in the future
• How to handle abusive insults and yelling

Excuses, Excuses! Handle Them With Confidence and Finesse
Learn how to handle every excuse under the sun, including ...

• I never received a bill for the product or service ...
  • you probably never sent it!
  • you sent it to the wrong place.
  • you sent it to the wrong person.
• I misplaced the bill — when you send another, then I’ll pay.
• The check’s in the mail.
• I just don’t have the money right now.
• Our computer prints all checks at the end of the month.
• We’re having serious cash flow problems — but we’re good for it.
• The boss is out of town and no one else has the authority to approve checks.
• I lost my job and can’t afford to pay.
• We’re expecting a big check in a month and then we can pay the balance IN FULL.
• The computer is down so we can’t print any checks right now.
• I don’t owe what you say I owe you.
• Those weren’t the payment terms I agreed to!
• I’m sure we’ve already paid that bill — your records must be wrong.
• This bill is way too high — I’m not about to be overcharged!
• We’re in Chapter 11 right now so you’ll have to wait like everyone else.

Collection Letters & Written Documentation of Conversations

• How to make sure your collection letter is opened — and read!
• How many collection letters are too many?
• What you should always include along with your collection letter
• When should you threaten legal action? And, just as important, when is it a BIG mistake?
• Phrases and words that do NOT belong in a collection letter
• Standard reminder letters — when to send and what to say
• Follow ups: The importance of doing what you said you were going to do
• Documenting a debtor’s payment plan agreement — get it in writing!
• Using certified mail — when and why
• Final notice: What to say and how to make sure the debtor understands you mean business
• Gentle reminders for people who usually pay on time

Legal Issues

• Can a debtor sue you for harassment? Yes — learn when and how
• What you need to know about Mutual Release Agreements
• Promissory notes — secured vs. nonsecured
• What are your options when you know — without a doubt — that the debtor has no intention of paying
• Working with outside collection agencies
• What you need to know about federal laws that apply to collections, including the Fair Debt Collection Practices Act and Consumer Credit Protection Act
• Don’t put yourself or your company at risk: Learn which laws collectors violate most often
• Tips for tracking down customers who’ve skipped out on their debts
• What you need to know about bankruptcy and collecting the money you’re owed

"I enjoyed the entire program. It was informative and a good refresher on collecting."
Pat Merritt
Sales Tax Collector
City of Flagstaff

"I learned a lot from this training ... I am looking forward to putting the training to use on the job."
Elizabeth Yazzie
Office Supervisor
Navajo Tribal Utility Auth.

"Very informative and interesting."
Liz Kiely
Ambulance Billing Rep.
City of Lewiston Ambulance

"This workshop has been a refreshing experience. I've learned lots of things to apply to my work situation."
J.Green
Belden Wire & Cable

"Excellent ideas and tips ... "
Angela Cromer
Office Manager
Atlas Sand & Rock

"Was very informative ... I can use the information on the job and in everyday life."
Michelle Atiyah
Billing Specialist
The Nevada Surgical Group

"It amazed me how so much material from so many different avenues could be covered in so short a time period. Very encompassing, informative and enjoyable. Really great instructor!"
B. Hovanetz
INVACARE Corp