Did you make somebody cry today?

I'm consulting for a debt buyer and one staff member asked why I was up in arms about abusive collection practices. We decided to do a little role playing. It went kind of like this...

"Hello, Mrs. Williams?"
Yes
This is Mr. Stevens from ...., This is an attempt to collect a debt for ABC Payday company and any information obtained will be used for this purpose. .. Are you aware of your obligation?

Yes, but...

No, BUTS Mrs. Williams. Do you remember taking out this loan?

Yes, but...

Mrs. Williams, the balance is $300. Will you make good on this today?

No, I can't

Can't or WON'T? Mrs. Williams did you borrow this money? Did you promise to pay it back??

Yes, but...

No buts Mrs Williams. It is past due and you should pay it today

but..

Mrs. Williams, did you INTEND to not pay this back??

Uh..
Did you mean to just KEEP the money? You signed a contract.

Mrs. Williams. I can take a check by phone right now. Please get your check book...

No, I ....
Mrs. Williams DO YOU WANT THIS TO GET WORSE?

Uh...
MRS. WILLIAMS. MAKE PAYMENT TODAY AND THIS WILL GO AWAY. THERE ARE 2 KINDS OF PEOPLE IN THE WORLD. HONEST FOLKS AND THOSE WHO CHEAT AND LIE. WHICH ARE YOU???

but, but...

MRS. WILLIAMS. GET YOUR CHECK BOOK!

At this point, Jennie started to cry. Just a little. I watched her body change. She looked scared. Remember, we were just role playing.

I was forceful, a little loud but not yelling. I didn't break the FDCPA rules. I didn't do ANYTHING like is done 10,000 times a day in agencies all over the world.

But still, I wonder. Does our industry have to reduce consumers to tears in unproductive browbeating?  30 years of talking to debtors has taught me that connecting on a human level, getting the consumer to recognize his responsibility and then working out a solution is all that's required. We have to be smart and persuasive, not hostile and threatening.

Anybody with me?

Modern Asset Management provides agency oversight, consulting, training and performance analysis.