Be Firm. This is a common mistake among collectors, to get caught up in the story or excuse. As valid as an excuse may be, you still need to get paid.
You can work with someone who is having a hard ship but stay in control of the call. Listen and then go back to asking: "How much can you pay?" and set up a payment plan. If someone sees you are willing to work with them, you have a better chance of getting paid. I have had people give me an excuse and have set up payment plans with them, sent the confirmation letter and then received a check for the full amount. Some debtors would rather pay you off in full and pay payments on an account that doesn't call them or follow up with such diligence.
Also remember when making your closing statement that reiterates your payment schedule to be quiet, silence is truly golden. Let the debtor break the silence and confirm the payment schedule.
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