Page 125 - CARS Standard Program

large part, on timely status reports from the recovery agent. The importance of status reports cannot be overstated, and the agent who does not realize this will soon be looking for another client.
Communicate to your prospective clients that you realize the importance of status reports and ask for a copy of their procedures on status reports so that you can make this a part of your regular office meetings. You should also communicate what your standard procedures are for status reports. In some instances, the prospective clients will accept those in lieu of their own.
One of the most important objectives in your meetings with prospective clients is their commitment that, should a problem or complaint arise during the business relationship, they will communicate that problem to you and allow you the opportunity to resolve the matter rather than simply hiring another Recovery Agency with no notice to you. Communicate to your prospects that such an understanding and agreement can only lead to a more effective and long-lasting relationship.
Communication with Debtors
With the significant increase in secured apartment complexes and homes with protective devices such as fences and double car garages, etc., personal contact with the debtor has become more necessary, requiring the successful Recovery Agent to become better skilled in communicating with the debtor. The most critical step in the successful recovery of collateral where personal contact occurs is the ability of the Recovery Agent to communicate the necessity of the repossession convincingly, with tact and professionalism. Proper dress and demeanor and communication skills are as important in these situations as when meeting with clients or prospective clients.
The ability to detect whether the debtor may be under the influence of drugs or alcohol, or whether other situations exist which might cause the debtor to be unduly combative, either verbally or physically, is a very important skill to perfect. Personal problems such as the loss of employment, illness, etc., can quickly create a situation for an unsuccessful repossession if the Recovery Agent is insensitive or lacking in communication skills.
There are no substitutes for knowledge, experience and the ability to communicate effectively. Having knowledge of federal, state and local laws applicable to the recovery process, and dealing with debtors on a personal level, will go a long way to ensuring proper communication.
And remember, when a Breach of the Peace is imminent, the Recovery Agent always has the duty to retreat. As your communication skills increase, you will experience an increase in your ability to successfully recover collateral directly from the debtor, and a significant decrease in the potential for a Breach of the Peace or a refusal by the debtor to turn over the collateral. Many attempted repossessions are unsuccessful when the Recovery Agent must make personal contact. This is often attributed to a lack of communication skills or because the Recovery Agent is unfamiliar with the law and does not know how to respond to a debtor’s refusal to relinquish the defaulted collateral.