Collectors often make the mistake of talking to “Puppets,” those who are not authorized to make decisions, and are surprised and disappointed when a Puppeteer working at the customer company overrides, overrules or ignores the payment commitment provided by their Puppet.
In a credit manager’s world where the norm is to deal with “puppets,” how do you determine whether you’re working with a Puppet or a Puppeteer? In my opinion, the solution is relatively simple. To the extent that the person you normally interact with in the customer’s accounts payable is able to keep their commitments, they are Puppeteers. If the debtor company does not honor the commitments you receive, this is a clear indication that your contact is not ‘pulling the strings.’
When this happens, the obvious solution is to make sure that in the future you speaking to and receive commitments from a Puppeteer, not a Puppet.
Food for thought: One of the key “unwritten” benefits of being in an Industry Credit Group is that your peers may be able to reveal the name of the “Puppeteer” to you. How do you reach the “Puppeteer?” I welcome your feedback.
Michael C. Dennis is the author of the Encyclopedia of Credit (www.encyclopediaofcredit.com), a free, fast, internet resource for credit and collection professionals. He is a consultant, and the author of “Credit and Collection Forms and Procedures Manual” as well as a frequent instructor at CMA-sponsored educational events. He can be contacted at 949-584-9685.