Jenni the Bill Collector - by Scott Bilker

2 June 2007

Debt Collectors - ya gotta love 'em. Some people pay their bills for no other reason than to avoid dealing with these misanthrops, the Ambassadors of Animosity. Scott Bilker from DebtSmart shares this story about Jenni the Bill Collector from his website - we'll share with you and then the follow-up, too Comments from Scott are in italics.

We don't know if "Jenni" is representative of Bill Collectors in general, but read the article - she sure represented herself as a human quite poorly.

Thanks Scott!

Bii Quigley and Art Blanchet

Your Home-Your Money

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Jenni the Bill Collector

by Scott Bilker

I received a letter from Jenni about Chris Peruzzi's article, Bad Customer Service. Turns out that Jenni is a bill collector. I found her comments to be quite interesting in that you can get an insight into the thinking of the typical bill/debt collector. I included my remarks for added entertainment.

Jenni: "I am a bill collector. What a lot of people forget is that what we do is our job."
I don't think anyone forgets that it's her 'job.' Jenni's collection victims also have jobs.

Jenni: "We do not come to your office and cuss you out because you wanted an 8:00 meeting. Under the FDCPA (fair debt collection practices act) we are legally allowed to call from 8:00 am until 9:00 pm your local time."
Of course Jenni didn't come to our office and cuss. It sounds like she would, if she could, which is why the law limits their contact.

Jenni: "But where I work, we start calling at 7:00 am our time. Do you think that I really want to be pleasant at that time?"
Does Jenni think the people she's calling are going to be pleasant at that time?

Jenni: "One of my biggest problems is that we are constantly mistaken for telemarketers/customer service. We are far from that. Our job is not to make you happy, but to make our client happy."
Well Jenni, obviously you're not making us happy, so don't be so surprised when people hang up on you!

Jenni: "We don't always know what is going on though. That is why we call. We were hired to find out why there is a past due bill with you and our client. Give us a break. You do your job, and we will do ours."
I don't think Jenni knows why she's hired. Her job is to collect, not to 'find out why.' That's why the job title is Debt Collector not Debt Investigator.

Jenni: "Also, remember this; we want to get it cleared up just as badly as you do. So allow us to help you dispute things properly if you feel that there is something wrong with the bill. Hanging up and cussing us out does not make us want to help you."
Jenni assumes that people want her 'help' to clear things up. She doesn't want to help, she wants to collect.

Jenni: "Do you really want something on your credit that could have been avoided?"
More than likely, something is already on the person's credit report because the account is in collection. It cannot be avoided at this point.

Jenni: "You are an adult. So act like one. If you don't want us to call at 8:00 am, politely tell us to call you after noon. We will be more than happy to. And don't insult our intellegence."
If Jenni could spell 'intelligence' it would make it more difficult for people to insult her. The best advice to get Jenni to stop calling is to politely ask for her address and then send a letter demanding that her company cease calling.

Jenni: "I am a 20 year old college student working my way thru just like anyone else. At least I have the manners and maturity to handle things like an adult. Think about that one."
I thought about it, and I think Jenni doesn't understand the situations that real adults, not adults by age, have on their plate. Situations like multiple jobs, children, mortgage payments...life!

FSBO vs Realtor - The Truth Will Set You Free

31 March 2007

FSBOs are your friend. When you consider (depending upon the source) that about 70% of FSBOs are eventually sold by Realtors, there is a massive market out there. Can they be YOUR market?

One simple tool - one idea: You can help a FSBO with a CMA to help them price their home (per local real estate laws and guidelines) and in turn possibly become their Buyer's agent - they're moving somewhere.

We took this concept a little further.

We recently did an eight-show radio (WTDY) series of FSBO episodes that incorporated other industry pros (realtor, mortgage, attorney, HOW, title, whatever) instructing FSBO owners on how to sell their homes. We were sincere and focused and offered all the advice and marketing techniques at the disposal of our impromptu "team." Did we hurt ourselves in this market?

We doubt it. Ignorance can indeed be bliss - we painted a very real picture of pitfalls, responsibilities, costs, and obligations, yet we still encouraged. But people are people and each will respond differently to the info. Some might do it, some might be overwhelmed and call right for help away, and some might ignore us - but no one made any enemies by offering the help and opening a dialogue.

Consider yourself - how many self-help books do you read and how many do you REALLY follow?! Information itself use useless without implementation. FSBO sellers are no different.

We can embrace the FSBO and build relationships or we can consider them lost forever. Since 70% sell through somebody, that somebody could be you. Even if all the free info changes that to 60% or 50%, that's still a big fat opportunity.

If you send an email I'll point you to the audio archives (podcasts). Or catch a link on our home page. Or go to the player in the right-hand margin.

Art Blanchet

Bill Quigley