I got some terrific insight into this dilemma in an informal discussion with my sister last week. She was casually telling me about an antique store she happened to visit and after being in there for only a few minutes, she found herself wanting to find something to buy. Imagine that! Wouldn't you like to say that you had that effect on your customers? I asked her what made her feel that way. Her answer, like answers to many questions that seem complex, was very profound and very simple.

"They really cared."

I was floored. Of course that makes a big difference, but I never consciously thought about it in those terms.

DEBT COLLECTIONS Q & A – Issue #4 By Jim Finucan © Tiare Publications 491 words

Dear Jim –

I’ve had it! It’s been 90 days since I sold a product to this big corporation and I haven’t seen any money. When I call them I get a “human resources” person who claims to be waiting for a check to be cut by another department. On top of that she has an attitude like I’m bothering her or something. In meantime, I’m getting ripped off. What do you suggest? (signed) “Almost Postal”

Hey, “Postal,” I understand. I’ve been there! But way you signed off on that question bothers me. You need to remember to never overreact. The person who keeps their cool is always winner in these games. Very likely her attitude isn’t genuine. She is trying to intimidate you or make you angry. That keeps her in charge.

So first, keep your cool. Attack problem with facts. Get to department, which cuts checks and get hold of supervisor. Let him or her know that you will be working closely with them to conclude this transaction. Remember that bad attitudes or run-around games can easily be ended by asking for name of person’s supervisor. Get name - and contact information.