Salespeople are relationship builders, not debt collectors. Their primary role is to generate revenue through trust, value creation, and long-term customer engagement. Involving them in debt collection can blur boundaries and damage the rapport they’ve worked hard to establish.
However, salespeople can & should play a supportive role in the collections process—especially when dealing with high-value or strategic accounts. Because they often have direct access to decision-makers and understand the customer’s business context, they can help facilitate conversations that lead to resolution. Their involvement should be consultative, not confrontational. Their role is to listen and facilitate discussion.
The key is balance. Salespeople should be informed about outstanding debts to avoid selling into risky accounts, but the responsibility for collections should remain with finance or accounts receivable teams who are the professionals in this area. When collaboration is needed, it should be handled delicately, preserving the relationship while encouraging payment.
Ultimately, a salesperson’s involvement in debt collection should be strategic and limited. Their focus must remain on growth, not chasing payments. Companies that clearly define roles and foster cross-functional communication are best positioned to manage customer debt without compromising sales relationships.
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