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My company uses an outside collection agency. For many moons, our policy was "we do not deal with collection customers, you are handled by the agency". Then we started rolling the ones who refused to take this line of *cough* BS to our internal collections department. We do make mistakes (shocker!) and sometimes we send customers for erroneous fees or because we don't upload the return of their water coolers, ect. But internal collections has about a million other things to do. So now little old me (and one or two others) happens to be the Credit and Collections department (formerly, they were known as Billing Support Services, so as not to upset the customers, but we're back to upsetting them).
So this is about the only time that I am allowed to be firm with the customer. Seriously. For the most part, every policy we have is bendable. We need managerial approval but we are up our customer's a**es something fierce. But not on collections calls. We no longer reinstate any customer that has been sent to collections, except for a very few exceptions, mainly if we did it in error. So unless they can give me a reason, I am not doing it. Also, if they want us to remove the charge for their water cooler from their bill (charged because we could not get the cooler back as they were dodging our bills and our delivery people), they must return it to the local office themselves. Return it, or keep getting calls from the collection agency (who is still involved, we are just able to accept their calls and payments...wow, there are a lot of parentheses in here!). If they refuse for reasons of hardship, or if they flat out refuse, we tell them we will request that the local manager pick it up. That's all we can do as we are not required to pick it up and they can cry all they want. Now I don't know about you guys, but it I had gone to collections on a bill and I was trying to clear it up, I would be a little bit meek and mild. I mean, I took water, I drank it, I didn't pay for it. Basically I stole from you. Most people, however, are not. I give you Exhibit A.
SC: Yeah, you sent me to collections! How could you do that?! I always paid my driver on delivery, but you guys loaded me up with more water than I could ever drink and I am a traveling salesman, I don't have time to look at bills, this is not my fault.
Me: I see that we did get partial payments but they never covered the full balance. The last payment we received was on November14. After that date, deliveries were stopped due to a past due balance and the account was eventually sent to collections, as your balance was over 120 days past due.
SC: Um, did you just hear me? I paid on delivery!
Me: I see that sir, and we did receive payments on each delivery, but they never matched the full balance. For instance, after your $40 payment in November, you still owed $128.00.
SC: So? I paid! I PAID!
Me: You paid for some of the water you consumed sir, not all of it. And I understand that you are busy...most of us are busy, but we expect that you will check your invoices. Did you ask your Route driver the balance that was due?
SC: Yes, but I thought I paid what was owed! I didn't really have time to listen to him. And did you hear me, I am a single man, he gave me way too much water! Three bottles here and four bottles there! More than I could ever drink.
Me: Sir, when you were meeting with the Route driver, accepting the water and then making your payments...did you ever at any time tell him that he was giving you more water than you could ever drink and you didn't want it?
SC: silence
Me: silence
SC: Oh you're just so smart, aren't you?! You know everything! You're right, I'm wrong!
Me: I am not trying to say that, sir. I'm just advising you that the money you owe is for a service we provided. We can't take responsibility for the fact that you signed up for the service, accepted the service but felt it was unneccesary.
SC: What do I owe, anyway?
Me: $415.11
SC: What!? How?
Me: There is a charge of $150 for the water dispenser. You do have the option of returning the dispenser to the local office and that amount will be waived.
SC: I am not doing that! You dropped it off, you get it!
Me: I will request that , sir.
SC: You will not request, you will do it!
Me: We are not required to pick it up, sir; however, I will explain your position to the local manager and ask that we pick it up.
SC: I am putting it outside, you better hope it isn't stolen.
Me: I can't recommend that, sir, as you have already been charged for the equipment and are responsible for it. If it is stolen, you will not have anything to return to us.
SC: Whatever! Come get it! What else am I being charged for?
Me: I will request that we pick it up, sir. There is also a $100.00 early termination fee for breaking your one year contract.
SC: I didn't break it! I didn't cancel it, you did.
Me: As stated in your contract, sir, you are responsible for paying your invoices in a timely manner. Therefore, you broke the contract by not paying your invoices on time. There is also a collection fee of-
SC: I am NOT paying that! I didn't send the account to collections.
Me: By not paying your invoice on time, or responding to notifications of the balance-
SC: Oh and you were just sitting there, in front of your computer, with the finger on the button to send my account to collections at exactly 120 days weren't you?
Me: Sir, we do not want to send anyone to collections. Calling us and working out a payment plan is always an option and will stop the collections process. You chose not to do so.
SC: Well look, I have a mortgage and a car payment and all kinds of bills way more important than yours. You're like my lawn boy, okay? I wasn't worried about it.
Me: I am sorry, sir; however, we were concerned with receiving payments for the services we rendered to you over four months ago and this why the account is in collections.
SC: silence, then....FINE! I will pay it-when you pick up this equipment.
Me: As I said, I will request it. Until the equipment is removed, or returned, and full payment for the balance is received, you will continue to receive notificaitons from the collection agency. You may advise them you are in contact with our company; however, they will not cease until the balance has been paid. Would you like the address of our local office in case you decide to return the equipment?
SC: click
So this is about the only time that I am allowed to be firm with the customer. Seriously. For the most part, every policy we have is bendable. We need managerial approval but we are up our customer's a**es something fierce. But not on collections calls. We no longer reinstate any customer that has been sent to collections, except for a very few exceptions, mainly if we did it in error. So unless they can give me a reason, I am not doing it. Also, if they want us to remove the charge for their water cooler from their bill (charged because we could not get the cooler back as they were dodging our bills and our delivery people), they must return it to the local office themselves. Return it, or keep getting calls from the collection agency (who is still involved, we are just able to accept their calls and payments...wow, there are a lot of parentheses in here!). If they refuse for reasons of hardship, or if they flat out refuse, we tell them we will request that the local manager pick it up. That's all we can do as we are not required to pick it up and they can cry all they want. Now I don't know about you guys, but it I had gone to collections on a bill and I was trying to clear it up, I would be a little bit meek and mild. I mean, I took water, I drank it, I didn't pay for it. Basically I stole from you. Most people, however, are not. I give you Exhibit A.
SC: Yeah, you sent me to collections! How could you do that?! I always paid my driver on delivery, but you guys loaded me up with more water than I could ever drink and I am a traveling salesman, I don't have time to look at bills, this is not my fault.
Me: I see that we did get partial payments but they never covered the full balance. The last payment we received was on November14. After that date, deliveries were stopped due to a past due balance and the account was eventually sent to collections, as your balance was over 120 days past due.
SC: Um, did you just hear me? I paid on delivery!
Me: I see that sir, and we did receive payments on each delivery, but they never matched the full balance. For instance, after your $40 payment in November, you still owed $128.00.
SC: So? I paid! I PAID!
Me: You paid for some of the water you consumed sir, not all of it. And I understand that you are busy...most of us are busy, but we expect that you will check your invoices. Did you ask your Route driver the balance that was due?
SC: Yes, but I thought I paid what was owed! I didn't really have time to listen to him. And did you hear me, I am a single man, he gave me way too much water! Three bottles here and four bottles there! More than I could ever drink.
Me: Sir, when you were meeting with the Route driver, accepting the water and then making your payments...did you ever at any time tell him that he was giving you more water than you could ever drink and you didn't want it?
SC: silence
Me: silence
SC: Oh you're just so smart, aren't you?! You know everything! You're right, I'm wrong!
Me: I am not trying to say that, sir. I'm just advising you that the money you owe is for a service we provided. We can't take responsibility for the fact that you signed up for the service, accepted the service but felt it was unneccesary.
SC: What do I owe, anyway?
Me: $415.11
SC: What!? How?
Me: There is a charge of $150 for the water dispenser. You do have the option of returning the dispenser to the local office and that amount will be waived.
SC: I am not doing that! You dropped it off, you get it!
Me: I will request that , sir.
SC: You will not request, you will do it!
Me: We are not required to pick it up, sir; however, I will explain your position to the local manager and ask that we pick it up.
SC: I am putting it outside, you better hope it isn't stolen.
Me: I can't recommend that, sir, as you have already been charged for the equipment and are responsible for it. If it is stolen, you will not have anything to return to us.
SC: Whatever! Come get it! What else am I being charged for?
Me: I will request that we pick it up, sir. There is also a $100.00 early termination fee for breaking your one year contract.
SC: I didn't break it! I didn't cancel it, you did.
Me: As stated in your contract, sir, you are responsible for paying your invoices in a timely manner. Therefore, you broke the contract by not paying your invoices on time. There is also a collection fee of-
SC: I am NOT paying that! I didn't send the account to collections.
Me: By not paying your invoice on time, or responding to notifications of the balance-
SC: Oh and you were just sitting there, in front of your computer, with the finger on the button to send my account to collections at exactly 120 days weren't you?
Me: Sir, we do not want to send anyone to collections. Calling us and working out a payment plan is always an option and will stop the collections process. You chose not to do so.
SC: Well look, I have a mortgage and a car payment and all kinds of bills way more important than yours. You're like my lawn boy, okay? I wasn't worried about it.
Me: I am sorry, sir; however, we were concerned with receiving payments for the services we rendered to you over four months ago and this why the account is in collections.
SC: silence, then....FINE! I will pay it-when you pick up this equipment.
Me: As I said, I will request it. Until the equipment is removed, or returned, and full payment for the balance is received, you will continue to receive notificaitons from the collection agency. You may advise them you are in contact with our company; however, they will not cease until the balance has been paid. Would you like the address of our local office in case you decide to return the equipment?
SC: click
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