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Five Ways to Get Your Not Paying Customer on the Phone

One issue that always comes up in the debt recovery process is getting a hold of a customer. What happens when you run into difficulties getting a delinquent client on the phone? It can be easy to rush to judgement when this happens and you can even start believing that the client is purposely avoiding a you.

Sometimes this is the case – and sometimes it’s not.

Most debt collectors know that you shouldn’t start the debt recovery process with this assumption. There can be many reasons for a late payment, so before concluding that the client is deliberately evading you, pause for a moment and consider these five ways to get through to them on the phone:

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Debt Collections: Alexander, Miller & Associates will not be affected by new CFPB regulations

If you are in collection industry you probably heard about new proposed changes to debt collections law which would affect the way debt collection agencies do business. Consumer Financial Protection Bureau (CFPB) proposed these new regulations with the idea that it will give more protection for small businesses and individuals. Many other commercial debt collection agencies, as well as debt recovery firms, view these newly proposed rules as a hinderance to the way they currently pursue and collect debts from individuals. The precedent has been set for these proposed changes by an earlier recommendation from the CFPB in where they recommended changes to payday lending.

new regulations for commercial collections Houston
Many in the collection industry feel these new regulations will cause them to go out of business

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Using a Private Investigator to Assist Debt Recovery

Sometimes negotiations do not work. All the phone calls, demand letters and reasoning will not get a debtor to pay. At times your customer has no intentions in resolving this debt that is rightfully owed to your company and all routine debt recovery practices have been utilized. Times like this takes thinking outside the box and it’s time to get someone in the field making you a priority.

When utilizing a Private Investigator (P.I.) to supplement your debt recovery efforts, timing is the key. It should not be only used as a last minute effort, Private Investigators are to be used to gather info to strengthen your case. It pays to use a P.I. that has experience in debt recovery and asset liability investigations.

debt recovery agency private investigator
A P.I.’s main objective is to strengthen your debt recovery

On-site Investigations

When a P.I. goes out to visit a business, their main objective is to gather information to strengthen your debt recovery, not to harass the debtor company or staff. They can interview employees, take pictures of applicable assets and gather as much info as they can prior to being asked to leave. The gathered information can help reinforce your case and also usually results in a call back to the debt recovery agency from the debtor to revisit the case.

A private investigator can also be helpful for different investigative services. These include assisting with skip tracing, asset searches, asset liability investigations, business investigations and collections services. In general, a P.I. is a great tool to keep in your toolbox when you require extra strength and need to dedicate the due diligence to be successful with those difficult debt recovery cases.

Why choose a 3rd party collection agency over an attorney

When all your internal efforts have failed when dealing with past due receivables, it is time to seek representation from a professional. If you have proper accounts receivables policies and procedures you will most likely assign it to a collection agency first.

Most 3rd party collection agencies work on a contingency basis. You do not pay them until they collect. Their commision is based on a percentage of the dollar amount collected. This is beneficial since it avoids you having to spend good money in efforts of collecting bad money. A debt collection agency, when successful, will typically achieve results quicker, since there are no court dates involved. This also helps because the collection agency will make you a priority when the debt is still fresh in the debtors mind and there will often be less resistance given by the debtor.

Commercial collections agency vs attorney
Remember, it’s a long walk up those courtroom steps

A collection agency is structured and equipped to collect debt, not to file lawsuits as an attorney would be. They will have a set of tested and proven legal demand letters to send on your behalf. A collection agency will utilize tools and online services to skip trace, investigate and contact the debtor company.   

An attorney can be a valuable asset in your collections process, but a lawyer should always be retained after your 3rd party collection agency exhausted their efforts. In the long run, your accounts would be in far superior shape and prepped for litigation once they are forwarded from your collection agency to your attorney. Remember, it’s a long walk up those courtroom steps, though sometimes a lawsuit is needed. Make sure your collection agency is your first line of defense when dealing with delinquent accounts.
Alexander Miller & Associates have over 60 years of combined industry experience. If you are dealing with delinquent invoices and need representation, contact us for a free consultation. If a lawsuit is necessary we can recommend a CLLA  Attorney that will take the case. We look forward to earning your business!

Internal Policies and Procedures for Accounts Receivables Departments

In the past, accounts receivables were considered a basic function. Business owners have finally started to realize, that an effective accounts receivables process can have a measurable financial benefit to your bottom line.

Companies that deal with commercial accounts, generally deal with fewer customers with higher balances, while the consumer based companies deal with more clients with smaller balances in their accounts receivables department. However, the basic function in the AR process generally stay the same.

The Accounts Receivables Process

  • Remittance – Utilize multiple payment methods;
  • Credit Management – Make sure customers are familiar with your terms, use multiple sources for initial credit checks, call business references;
  • Collections – Be sure that any account past terms has been forwarded to a 3rd party collection agency or an attorney.
accounts receivable houston
Business woman talking on mobile phone while sitting with a laptop computer in her home office.


Early Pay Discounts

Sales discounts to encourage early payment can improve the cash flow of a business. This discount should be enough to encourage the customer to pay with the desired time, but small enough to avoid profit erosion. As with all promotions, early pay discounts should have a definitive end date as to when the promotion ends.

3rd Party Collection Agency

It is a good practice to have a definitive age when past due accounts are placed with a 3rd party collection agency. Generally it is recommended to turn over delinquent accounts after 90 days. At this point the debt is still fresh on your customer’s mind and will facilitate making you a priority. Along with have a psychological advantage, your collection agency will have tools, technology and contacts that can be used in order to have the account current quickly. Debt collection firms usually have programs in place to assist you in your internal receivables department. Other services include, demand letters, private investigators, commercial credit reports and access to legal records and information.


Event Sensitive Vs. Time Sensitive Accounts Receivables

commercial collections agency
Event Sensitive Vs. Time Sensitive Accounts Receivables

Maintaining an effective accounts receivables department can be a challenge. Implementing proper policies and procedures is the most important factor, but is often overlooked by many small to medium size businesses. Everything from your credit application to the length of terms will affect the numbers on your aging report. Working with a collections agency that will provide you commercial credit reports really help you know your client plus help you make an informed decision when extending terms to new customers which limits your risk. Continue reading “Event Sensitive Vs. Time Sensitive Accounts Receivables”

Commercial Collections, Texas

When a balance goes unpaid, a business can usually send out past due invoices and make efforts to collect what is owed. However, these steps eventually hit a limit of what is available and what is reasonable. For professionals in the accounts receivable management industry, there is an unparalleled level of efficiency and tools available that are highly effective in yielding results.

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When to hire a collections agency

As an overdue account ages its chances of being collected by a collection agency decreases. Ninety days is generally a good time to get a third party collection agency involved. This is when the account is most collectable and also when collection agencies charge the lowest fees. At this point your debt is still fresh in the debtor company’s mind and this expedites making you a priority. Aside from the psychological advantage a collection professional will have when contacting your debtor, the collector will have an array of industry techniques and technology plus have extensive knowledge of compliance issues. These are reasons why a collections professional will be successful with unresponsive debtor companies after you have exhausted your internal efforts. Continue reading “When to hire a collections agency”

Alexander Miller & Associates Accredited BBB Business

Alexander Miller & Associates is proud to be accredited by The Better Business Bureau.

This week, Alexander Miller & Associates announced its recent accreditation by The Better Business Bureau. As a BBB Accredited Business, Alexander Miller and Associates is dedicated to promoting trust in the worldwide commercial collections industry.

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