Here is blog post number thirteen post covering the subject of getting paid by your customers. I draw my writing from the article, “How to Collect from Anyone (Even Enron)” found in Inc. Magazine,
Way to get paid #13: Show Some Sympathy. Just as you refrain from getting mad in face-to-face encounters, it doesn’t pay to lose your cool on the phone, either. But how can you remain calm when some faceless administrator is giving you the runaround? Nettie Morrison of Foresight — an administrator herself — has mastered the art of phone empathy. “I say to them, ‘I know they’re not paying you to chase around invoices,’ or something to that effect,” she says. Showing that you understand where people are coming from helps to mollify them and possibly even win them over as an ally.
“Remain calm.”– from The Art of War by Sun Tzu.