It's
not personal; it's strictly business. Right? At least that is what I learned
from The Godfather. Do you know the
scene? Michael Corleone says it when he offers to commit an act of violence
to take revenge for their family. Their family business is VASTLY different
from the family business I work for, thank heavens. Of course, I also learned
to leave the gun and take the cannoli from the same family; so, I am not sure
how sound the advice from this movie is. But I digress.
Sure,
there is a line between business relationships and personal relationships. I
have had more success in collection and credit management when I am a little more personal in my business connections. Not to cross the line into
friendship, per se, but when I have a connection with a customer, I find my job
more enjoyable and, often, will get paid sooner. Imagine how much more pleasant
it will be to work with colleagues and customers with whom you have a
connection.
Some
things to think about in terms of connection:
Build Relationships of Trust - In order to have a true connection with
another person there must be trust. One of the best online articles I have read
outlining how to do this I found here.
It is worth a read. Trust means that there is honesty on both sides. If there
is anyone reading this who has never been lied to in business, I want to talk
to you about it and find out what you are doing different! Trust can only be
earned when you are honest with the customer and the customer is honest with
you. A breach in that trust can be resolved. It can. It just is harder if there
has been dishonesty in the relationship.
Communicate - Is it possible to create a relationship of
connection without communication? It might be, but I do not know how to
accomplish it. Ask questions, get to know the customer. Ask appropriate
questions and take notes to refer back to later. "How is your kid's school year
going?" "Hey, how was your trip to Seattle last month?" "I was sorry to hear
about your Mom's passing, how are you doing?"
Remind Yourself to be Firm
but Compassionate - Some days are worse than others. We all have
them. Some customers are going to make you more frustrated than others.
Business transactions do not have to be cold and impersonal. There can be a
level of compassion in our communication while not losing the firmness in our
demands for payment. A little compassion can go a long way in building a
connection with a customer.
Give and Take - It does indeed take two to tango. If you
want to connect with someone you, too, should be willing to have a level of
vulnerability and offer the level of personal information that you are willing
to share.
Face to Face - When possible, conversations in person yield
pretty great success. It is hard to read tone in an email, it is hard to always
get the full picture on the phone. If you are good with people in person, try
to meet the person whenever possible.
Set Boundaries - In keeping the relationship professional,
there are boundary levels that need to be set and respected. This can be easier
said than done, if we are being honest. Do not let people treat you with
disrespect, and likewise treat everyone with the respect that a professional
relationship connection deserves. Honor the boundaries set by others as well.
Listen - Listen more than you talk. That is it. That
is all I need to say about that.
Don't Forget the Good
Accounts - You know those customers
who always pay? The ones you never have to call? Make sure that you build those
relationships with the customers that are not high maintenance. Check in from
time to time. This can facilitate a continuation of healthy payment patterns.
There
is room for a little personal in our business connections. I think collecting
from a pleasant person is much more enjoyable than collecting from someone that
is all business or hostile.
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