She went on to tell me about a chain of drugstores in her area where it is common knowledge that people who work there just don't care. Common knowledge! Can you imagine operating a business where your customers expect to be treated badly??? You can ask where something is and they will say, "Aisle 13", sound annoyed, and not even look up from what they are doing. Well excuuuuuuuuuse me! She avoids that place like plague. She says that their badges should say "Hi! My name is Mary and I don't care."

The difference is in personal touch. It has nothing to do with size of your business or how many employees you have. Employees of large companies like a drug store chain can show it, and small businesses may not.

Instead of scenario above, how about this: "Where's toothpaste?" They stop what they're doing, give a big sincere smile, "Here, let me show you. What brand are you looking for?", then get up, walk to proper place, find their brand, hand it to them, and then "Can I help you find something else?"

Nordstrom's Department Stores is a large company whose employees are legendary in their personal touch.

You should be too. It will make an amazing difference in your business.

“Hi Gary. I’m glad I got a chance to speak with you because I’m getting really frustrated. Almost 90 days ago we shipped 10,000 Thingamabobs to your company and we haven’t been paid. I’ve talked to Jean in Human Resources several times and she just says check is coming soon. And let me tell you, that story is getting old! I’m calling you today as a last resort - looking for you to mail a check today to prevent legal action on this matter, because that is going to be next step we take. And I should tell you that you would be named in suit. Will you help me out today?”

If that person gives you mumbo jumbo about why bill hasn’t been paid don’t get angry, ask them what they will do to get a check out that very day. If you get a negative answer don’t let them off phone until you find out where hang up is. Go as far up corporate ladder as you can and document every conversation. Add each of these to verbal history in your pitch. You want to come across as stern but in control.

I know having to go through all this is a real pain but since you have to do it try and enjoy it, knowing that you’re giving these people a real dose of justice, collections style! Good luck!

Jim.

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