There is an old saying, “It is the not the answer that enlightens, but the question.” Think about that for a second. It is the question that enlightens, not the answer. There is a lot of truth in that statement. Without an insightful or well-timed question, there is not a chance for someone to give a thought-provoking or insightful answer. Knowing the right question to ask, and the right time to ask it, is a skill and talent that separates good investigators, journalists, and collectors.
Collecting from consumers can seem to be very routine. Consumers are usually less-than-thrilled to receiving calls from collectors, are often wary of giving information to verify they are the intended recipient of the call, and are usually not able to repay the debt. Attempting to engage consumers, in call after call, can make it feel like there is no opportunity for really digging in and trying to understand a consumer’s financial situation, in order to develop a plan to help him or her get out of it. But that is where the skill and artfulness of being a good conversationalist comes in.
Knowing the right question to ask, and the right time to ask it, can make all the difference for a collector in establishing a relationship with a consumer, building trust, and reaching a point where the consumer is able to commit to making a payment or arranging a payment plan.
It may seem too fancy to say that conversations are a dance, but it’s true that the best ones are. It’s not about someone asking questions as if they are barreling through city streets, running one red light after another. A good conversationalist listens, pays attention to what the other person is saying, and then uses that information to dig deeper. The answers you receive are the street lights and signals that will ultimately guide you to your destination.
The best collectors know which words to use when asking questions, which questions to ask, and when to ask them. Words should not be wasted or substituted — every word should have a purpose, should be used to help set the tone of a conversation, and move the consumer closer toward agreeing to making a payment.
Consumers may not know it, but they will lead you exactly where you want to go. You just have to listen.
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