Reaching the Decision Maker

With only so many hours in the workday, collectors can’t afford to spend valuable time speaking to non-decision makers. It is our job to find out who has the power to write the check, and we must be careful not to let titles such as manager or supervisor deceive us because a title doesn’t always translate into decision-making authority.

 Start at the Top and Work Your Way Down

I have always encouraged the collectors at LEIB to start at the top and work their way down the chain of command. Start with the controller or CFO. As long as you have a professional conversation with the upper management of the company, they will undoubtedly be receptive to your call. They want to know what is and what is not going on in their day-to-day business. If the person at the top isn’t the decision maker, he/she can put you in touch with the person who is.

Identifying the Decision Maker

When speaking with accounts payable clerks, ask them if they have the authority to make the ultimate decision. If they do not, ask them who does and then ask to be transferred to that person. Naturally you are going to get push back from the individual you are speaking with because you want to go over their head, and that’s okay. You have a job to do and it’s not going to get done speaking with a non-decision maker. This is a tough skill to master and it is one that requires finesse. Treat the “gatekeeper” with disrespect and you will not get through: however, if you treat this person with respect, and work to build a positive relationship with him, he/she can become an ally in helping you get paid.

If you try your best but the gatekeeper will not put you through to the decision maker, use the resources at your fingertips-the internet. Many companies provide a list of management and the key personnel on their websites. It’s possible the decision maker’s direct number is listed on the website.

The CFO Won’t Take My Call—What’s Next?

Try to obtain their email address. There are three ways to accomplish this. First, call the company receptionist and ask for it. Be careful not to sound like a spammer. Second, visit the company’s website and check to see if the decision maker’s email address is available. Third, get creative! Don’t get discouraged if the human resource manager’s email address is listed on the website, but the CFO’s email is not. Look at how the human resources manger’s email address and model the CFO’s after it. For instance, is it full first and last name combined (bryanleib), or first initial last name (bleib) or is it first initial and last name separated by a period (b.leib). Be sure to check your company policy before communicating with customers via email.

 I’ve Gotten Through—Now What?

Once in contact, you need to motivate the decision maker to pay your invoice. Settlements, discounts, and other incentives are excellent motivators. Consider using a deadline to increase urgency. For example, “if paid within 48 hours, we offer a 10% discount.”

Remember the squeaky wheel gets the grease. Don’t hesitate to escalate past-due invoices to senior management if you feel that progress is not being made with your current accounts payable contact. In this economy, every conversation counts. So, be mindful to treat every person you speak to with as much respect as you would if they were the decision maker.

The Economy and the ARM Industry