Best Practices-Field Call
"Field Calls – A Field Call is one of most serious Collection Actions we take. The purpose is to make face-to-face contact with our customer, gather information, physically inspect our vehicle and resolve their account. The ultimate goal is for the customer to follow you back to the dealership and bring their account current."
Folks often have a distorted view of Field Calls. Some almost immediately associate field call with danger. This is a fallacy.
I have seen very few field calls get out of hand, and it was almost always the fault of the dealer representative when things did get a little loud.
Here are some suggestions to make your next field call more successful.
a. Goal #1 is to keep the customer in the vehicle no bring the account current.
b. You are here to help.
c. Be respectful of your customer.
d. NEVER take a payment in the field. Ask the customer to follow you to the office.
e. NEVER carry a weapon or pretend to have one.
f. If asked to leave, quietly comply but continue talking to the customer.
g. Hopefully you have established enough of a relationship that you can reason with the customer, stay and work out suitable payment arrangements.
h. ALWAYS “re-close” the loan and remind them of their responsibilities to you and your dealership, and make sure you have done a proper job so that you will not have to make a field call again to this customer.