“Hellllooooo, is this Mary Ellen?”

“Umm, yes, who’s calling?” she asks

“This is Matthew Savage and was wondering if I could make a payment on my brother’s account please?”

“Oh uh, um, of course you can….uh hold on one second,” she says, unprepared for such a scenario, “Uhhh, ok, I’m sorry, people don’t usually call me back. So what’s the account number?” …

My little brother has fallen on hard times. He is behind on his car payments. I am a co-signer on his loan. Under the loan agreement, in the event that he cannot make his payments, I am responsible for the debt. It’s not an ideal situation for me. I’m frustrated with my brother’s inability to take action. Within the last week, I’ve had three different debt collectors leave harassing messages on my voice mail.

My financial situation has been pretty stable for the last five years and have not had to deal with bill collectors since college. Today, however, I had a strategy. To turn the tables on them. To use rapport. To use my skills as a pick up artist.

Debt collectors spend all of their time calling delinquent clients. It’s rare though, that someone actually calls them, so rare that it usually catches them off guard. Even if you don’t have intentions of paying anything, calling them first gives you control of the situation.

…I engage Mary Ellen in some small talk, typical conversation like how’s the weather, etc., being as nice and courteous as possible. Showing her that she is a real person and not some bully bill collector that I’m trying to avoid. It’s difficult for people to be jerks when you show them the utmost respect.

“So, Mary Ellen, you must be pretty busy now a days, with the economy going down the toilet and all?”

“Oh yea, business is really picking up. There are a lot of people that just can’t make payments. You know, it’s difficult, people are in some hard times. Unfortunately, it’s still my job to call and collect payments.” she says as she starts to open up

“Yea, I have to say, I don’t know how you do it. It must be difficult - you know, calling people who are just trying to make ends meet, living from paycheck to paycheck, always worrying about debt collectors calling. I don’t think I could ever do that job.” I say

“Yep,” she sighs, “it gets tough sometimes…”

There is a long pause in the conversation. I purposely don’t speak, purposely leave an awkward pause, waiting for the vacuum effect to elicit an emotional response. It does.

“I’ve done some things I’m not proud of.” she says

Her voice begins to tremble

“One time…several years ago… (sigh) I convinced this single mother… she had a newborn baby… to go out in the middle of a snowstorm at night, to a Western Union… all to make a fifty dollar payment…” she begins choke up, not able to finish the story.

I can hear her gently sobbing over the phone. I try to console her.

“Well, I suppose we’ve all done things we’re not proud of. I think sometimes we just need to remember that in our jobs, we’re dealing with people. People who have lives, people who should be treated with respect, you know?”

“Yea, I know what you mean.” she says quietly

We finish dealing with my brother’s car payment plan and assure her that the payments will be made. She is extremely helpful and understanding. We say goodbye and that’s the end of that.

It’s been two weeks since and I have not heard a peep from the collection agency. My brother just received his six hundred dollar check from Uncle Sam and will put it towards the car thus making the account current.

Sometimes I wonder what would happen if everyone just treated each other like people, with respect, no matter what the situation.

Tags: Lifestyle5 Comments

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