"The most important factor in good collections is knowing your customer," says one New York credit manager. "Join job-related organizations so you can network with customers. Call on customers when there's a problem. But don't wait for problems to arise--see them at other times. See how they operate. That can help you plan your approach when collection calls are necessary.

"Do everything you can to establish rapport. People tend to pay creditors they know personally and see on a regular basis because they want to keep up friendly relations."

For instance, he may call a customer and say, "Hey Jim, I don't have your check yet." The reply is usually, "Sorry, I'll get it in the mail right away. And he does."

He suggests the following steps for getting to know your customers better:

• Get the name right. When calling a new account, ask for the person responsible for payment. Get the name and put it in your credit file, so future calls will be directed to the right person. "Then always ask for that person by name."

• Keep records. Record the time and date of every call, along with notes on the conversation. Keep all collection files current and in alphabetical order so the information you need is always at your fingertips. "Nothing is more frustrating than talking to someone when you can't find the information they are referring to," he says. "Have purchase numbers, invoices, dates, and the name of the person who signed for or placed the original order right in front of you."

• Listen and act. "Listen to what customers say," he urges. "Often, an unpaid notice is the result of a misunderstanding, and the matter can be worked out to the satisfaction of both parties. If there's a dispute, take care of it immediately. Get all the facts together and take them to people in your company who were involved in the transaction. Then call the customer promptly with your findings."

• Be an organized communicator. When it comes to collections, it's important to be organized, outgoing, and communicative. Be pleasant and considerate. Have a good command of the English language, oral and written.

Take the bull by the horns and make good decisions."