In Focus Collections
Are they a debtor or an animal?
These two ‘creatures’ may have more in common than you would think
Krista T. Walsh President, KC Collect!
krista@kccollect.com
When faced with a collections agent, some debtors will often display familiar characteristics associated with some well- known animals. Nature has developed different mechanisms
to communicate with animals, and so must the collections agent when dealing with these types of debtors.
The chameleon This type of debtor is the hardest to collect from. They will do everything that they can to avoid contact. They use the ‘out-of-sight-out-of-mind’
mentality. Chameleons are known for their ability to change their colour and disguise themselves. These debtors will often pretend they are
not home, they will stop answering their telephone, and sometimes they will even hide behind people or objects when you see them in public.
On the rare occasions when you do make
contact, the chameleons will try everything to get you off track. They will try to direct the focus on less
important circumstances surrounding the account. For example; they may suggest that it is
your fault that the letter was sent to the wrong address; or perhaps your company was not supposed to cash a cheque until a certain day; or maybe they never got your messages because you were leaving them at the wrong number. The chameleon is very talented at this and the list seems endless at times.
The solution Remain focused. No matter what the excuse, no matter how impressive the disappearing act, no matter what the disguise is, you must take control of the conversation and keep it until your focus
They use the ‘out-of-sight- out-of-mind’ mentality. Chameleons are known for their ability to change their colour and disguise themselves. These debtors will often pretend they are not home, they will stop answering their telephone, and sometimes they will even hide behind people or objects when you see them in public
becomes the most important one. So be persistent.
The ant This debtor is a hard worker. They are, by nature and purpose, very proud, and they will not easily ask for help. They try to go to work every day, and
they honestly believe that if they work just a little harder they will make the money necessary to pay off the debt. The problem is there is always something
that comes up and takes their money. Working harder and longer does not solve
the problem: it just makes them more tired and less likely to be receptive to help. The ant has lost focus, despite their best
intentions. 38
www.CCRMagazine.com May 2019
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