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The importance of maintaining positive client relations throughout debt recovery

Without clients, a business has no commercial benefit. Without good clients, a business must work harder for the commercial benefit it is due. It is therefore in the interests of all business owners to invest in and actively promote positive client relations.

There are a few key reasons why it pays to have, not just ‘satisfied’ clients but ‘happy’ clients.


Happy clients stay:  Within most industries, there is a ready, waiting selection of competitors who would be delighted to pick up wandering clients who have become dissatisfied with your offering. Happy clients refer other clients. Clients are more likely to promote your reputation and mention you to their peers when they believe they are receiving exceptional service and feel a personal connection with you and your staff.

Happy customers are more likely to pay bills on time and less likely to dispute fees or pick fault with your products or services. This can greatly alleviate many of the headaches associated with debt recovery, meaning debt collection is faster and work efficiency is improved.

So how can you keep your clients in the ‘happy’ zone and prevent them sliding toward ‘merely satisfied’ or worse?



Debt recovery: a common cause of strained client relations

Most businesses know how to promote healthy business relationships in the good seasons, but struggle when the going gets tough. For example, what happens when a formerly good client suddenly accrues a long overdue account or disputes charges on a bill?

Three common debt recovery mistakes can cause an irretrievable breakdown in a client relationship.


Becoming the adversary instead of the ally

Unfortunately, many businesses don’t know how ‘hard’ to go on debtors in the recovery process and will often hastily adopt an adversarial mindset when a dispute arises. While forcefully standing your ground may seem like your only option, a sudden harsh change of tone in your dealings with clients can cause them to second guess the genuineness of all your prior positive dealings and cause them to lose trust.


Having negative interactions with clients

Limiting your interactions with clients to positive matters promotes positive client relations. As soon as you begin contacting them to discuss ‘negative’ subject matter such as overdue debts they immediately associate the contact with you in a negative light and avoidance may result. This is easily overcome by having an independent firm care for your debt collection and recovery, as the client associates negative feelings with your agent and not your business.


Hiring the wrong debt collector

Another common mistake is hiring inexperienced debt collectors who do not treat your clients with respect or consideration and thereby tarnish your reputation. A good debt collector understands that they are an extension of your business and their actions can impact your reputation. Choose a debt collection Agency in Sydney that will treat your clients in such a way that will promote future business relations.


If you think your current debt recovery practices might be damaging your client relationships, talk to us about how we can assist. Our debt collectors in Melbourne, Sydney and Brisbane are experienced, trained professionals who can work with you to promote positive client relations and the growth and productivity of your business.


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  • I have worked closely with Boston Commercial Services for over twenty years across four different companies and would not work with anyone else in regards to helping me with my outstanding accounts. Whenever I have started a new role, the first thing I am asked is, “How would you go about cleaning up our accounts receivable ledger?” My answer is always the same – “The first thing we need to do is call Boston Commercial Services”.

    Voytek Bradford

    Freedom Foods Group Limited (National Credit Manager)

  • I have known the principal of the BOSTON Group (Derryn HARRISON) as well as key staff members (including Ben GOWER) for well over 2 decades and have been using their professional services for myself as well as for Powerhouse Logistics Pty. Ltd. on a regular basis, not only in Sydney but on a national basis.

    At all times BOSTON have been extremely pro-active, attentive, courteous and professional with all matters we threw at them. Their advice has always been extremely sound and commercial and I find them to be a "breath of fresh air" within the legal fraternity and have no hesitation whatsoever to highly recommend them.

    Peter Brueckner

    Powerhouse Logistics Pty Ltd (CEO)

  • Expect A Star has worked with The Boston Group for 10 years. In this time we have appreciated the ongoing support of Boston for all of our collection and legal requirements. Like most businesses cashflow is critical to ongoing success and growth, with Boston we have found a partner who are an extension of our business and play a key part in our cashflow management. The Boston Group bring a level of expertise to our business which is valuable and coupled with their excellent customer service we look forward to continuing to work with them for many years to come.

    Ryan Meldrum

    Former CEO

  • I have been using the services of The Boston Group and their legal entity for over 11 years. During this time I have found their service to be impeccable, delivered with the utmost professionalism and integrity. The vast majority of cases that I have placed with Boston were far from straightforward, requiring legal acumen and delicate handling. Having used all methods available without success to procure payment, I confidently placed these matters into their safe hands. In all instances a successful outcome was achieved.

    Mark Parish

    Credit Manager

  • SNP Security has had the pleasure of working with Boston Commercial Services for the past 11 years. Boston has played an integral part in the continuing success of SNP Security’s low DSO’s, 90 Day % Debt & of course Bad Debts Written Off.

    Amanda Griffiths

    National Administration Manager

Boston Commercial Services prides itself in offering specialised, professional services, through a highly experienced team of debt collector, with personalised client attention.