Preparing a client for recovery
Set expectations early so a client feels confident handing an overdue account across.
What this play helps you do
- Set realistic expectations about timing and outcomes
- Reassure the client about cost, confidentiality and control
- Gather the right documents in one calm conversation
- Position yourself as the steady adviser guiding the decision
- Reduce the chance of surprises once recovery begins
6 min
When to run this
Run this play in the conversation just before you submit a referral. A short, well-handled brief means the client feels in control, supplies clean information, and is not unsettled by anything that happens once recovery starts.
What to tell the client
Cover four things, calmly:
- What happens — a specialist makes professional contact with the debtor on their behalf.
- What it costs — nothing up front; Merion is commission-only, so there is no fee unless money is recovered.
- Who stays in charge — they do. You remain their adviser and Merion acts on their instructions.
- How it is handled — professionally and in confidence, protecting their commercial reputation.
Avoid over-promising on timing. A fair line is: 'Many accounts move quickly once a specialist is involved, but every debtor is different.'
What Merion needs
Use the same conversation to gather the file: invoices, the amount owed, debtor contact details, terms of trade if available, and a short note of contact already made. Frame it as a one-time gather so the client is not left hunting for documents later.
What happens next
With the client briefed and the file ready, submit the matter through the refer a debt form. Let the client know you will relay updates as Merion reports them, so they never feel out of the loop.
Key takeaways
- Brief on what happens, cost, control and confidentiality before referring.
- Set honest expectations on timing — every debtor is different.
- Gather documents in the same calm conversation, once.
FAQ
How much detail should I give the client about the process?
Enough to feel informed and reassured — what happens, the cost, who stays in control, and that it is confidential. You do not need to walk through every operational step.
What if the client is nervous about upsetting the debtor?
Reassure them that recovery is professional and commercial, not hostile. Many trading relationships continue once the account is cleared.
Should I promise a timeframe?
Avoid firm promises. Say that many accounts resolve quickly once a specialist is involved, while being honest that timing depends on the debtor.
Run the play — we'll handle recovery
Commission-only recovery your clients can trust. No recovery, no fee.