Handling client objections
Answer the common reasons a client hesitates to refer an overdue debt.
What this play helps you do
- Anticipate the common objections to referral
- Respond to cost, relationship and privacy worries calmly
- Reframe referral as prudent rather than aggressive
- Keep the decision with the client while guiding it
- Move a hesitant client to a confident yes
6 min
When to run this
Run this play when a client agrees in principle that a debt is a problem but hesitates to act. The hesitation is usually one of a handful of familiar objections — and each has a calm, honest answer.
How it works
Most objections fall into four buckets:
- 'It'll cost me to chase it.' Not up front — Merion is commission-only, with no fee unless money is recovered.
- 'I don't want to upset the customer.' Recovery is professional and commercial; many relationships continue once the account is cleared.
- 'It feels heavy-handed.' Referral is a prudent step for an aged, unresponsive account, not an attack.
- 'I'm worried about privacy.' Information is kept confidential and used only to recover the debt.
What to tell the client
Acknowledge the concern, then answer it plainly, and return control to the client: 'It's completely your call — but there's no cost to refer, it's handled professionally and confidentially, and you can stop at any point.' People say yes more readily when they feel guided, not pushed.
What happens next
Once the objection is settled, make the next step easy: offer to lodge the debt via the refer a debt form, or suggest a no-obligation free debt appraisal for a hesitant client who wants to test the water.
Key takeaways
- Most objections reduce to cost, relationship, tone or privacy.
- Each has an honest, reassuring answer — commission-only and confidential.
- Guide the decision but leave it firmly with the client.
FAQ
What is the most common objection?
Usually cost — the fear of spending money to chase money. The commission-only, no-recovery-no-fee model answers it directly.
How do I handle a client who fears upsetting the debtor?
Explain that recovery is professional and commercial, and that many trading relationships continue once the overdue account is cleared.
What if the client still says no?
Respect it. Flag the account, set a review date, and offer a free appraisal later. The decision stays with the client.
Run the play — we'll handle recovery
Commission-only recovery your clients can trust. No recovery, no fee.