In the course of collecting for various industries, Kross, Lieberman & Stone has found that some clients have problems specific to their industry. For example, if your company offers certain warranties, the debtor may not be paying because of a dispute over a warranty. If you have specific problems that you know you have encountered in the past, please make us aware of them. This will allow us to have an answer ready anytime a debtor objects to paying due to special circumstances.
Often when collecting your accounts a debtor will turn around and call our client. Usually this will occur after the first time we contact them and notify them of the debt owed. Since we make immediate contact as soon as you place the account, you may receive one of these calls the first day you place.
In order to strengthen our bargaining power and increase your pay back, we ask that you refer the debtor back to us. Make your customer aware that the collection of the account is no longer in your hands, and that they will need to work directly with Kross, Lieberman & Stone.
If we are under instructions to delicately handle this account, you may wish to tell the debtor that you now have some auditors looking into that account and it would be better if they spoke directly with them. However, no one knows your customer better than you do. If you feel accommodating an irate or frustrated client in your own manner is more productive, please let us know the outcome of your conversations. Our team effort in opening the lines of communication and ultimately getting payment in full is the main goal.
As mentioned previously, there may be on occasion request for back up. If you could follow-up immediately with that information, it would greatly improve our job performance. Besides the requests for documentation, a representative may call you to check on scheduled returns of merchandise, authorizations for returns, settlements, payment plans, or to check if a payment has been made directly to you. At these times, follow-up is an integral part of the collection process. Without the information we need from your company, we can not effectively pursue or continue to requests payments from the debtors. Your attention and co-operation is greatly appreciated and will aid us in working towards resolving your delinquent account.
Immediate responses to court cost requests are also helpful in resolving your debtor's account as quickly as possible. As you may know, in certain circumstances time is of the essence. Any delays in filling out affidavits, providing information or moneys the attorney may request, can ultimately result in a write-off. As explained in our "litigation" section there are staff members directly responsible for all court costs requests and letters forwarded by attorneys. Should you not understand what is needed from you to proceed on litigation, please make your representative aware and someone will go through every step with you.
Many corporations send several notices to their customers before eventually placing with an agency. Often the final few notices will demand payment within a certain number of days. This notice will usually contain some sort of threat of placement or suit if the demand is not met.
Your strict adherence to any threat you make in the course of demanding payment strengthens your position when placement is necessary. Your customer will soon realize that "Final Notice" meant just that. Therefore, it is always Kross, Lieberman & Stone's recommendation that accounts be placed when the final demand has not been met. In addition, many of our clients take this process one step further. Once becoming a client, they incorporate our name in their final demand by specifically stating that they will place the past due account with the firm of Kross, Lieberman & Stone if payment is not made within 10 days.