Page:Roy Ralph Hottman - Practical Collection Procedure (1923).pdf/62

48 the bill in an inside pocket. A sluggardly, lifeless air will be to your detriment; the debtor will at once judge that you can be easily put off. When you confront the party who pays the bills, then produce your bill. A little experi- ence will soon enable you to judge your man quickly and to know how to phrase your words, what inflections to use, ‘and to almost always immediately anticipate what the response will be. But, do not forget that at the same time you are judging the debtor, the debtor is men- tally appraising you, and if your manner is laggardly and indifferent he may also be quickly forming his line of re- sistance. When he once begins to make excuses it is very hard to get payment on that particular call. Many people are so constituted that if they are opposed to any one thing, perhaps from a mere whim, all further urging and insist- ence only serves to entrench them more strongly in their determination to remain diametrically opposed. Never speak in a sort of fearful tone of voice, as though imply- ‘ing that you hope the bill will be paid, but that you will leave payment entirely to the debtor’s good-will. If the obligation has been legitimately incurred, you have a per- fect right to present your bill and you will be respected more if you do not commence with apologies, whether pro- fuse or not.

In keeping the bill in your inside pocket, the retail debtor does not know you are a collector, nor does his neighbor. In entering the store with the bill under cover, customers in the store do not know the purpose of your call. It is irritating in the extreme to any storekeeper to have a collector standing around, with a bill displayed in his hand, shifting from one foot to the other, the while