Collecting Bills? Put Your People Skills to Work

"If you can't get [a collection] being nice, you can't get it," says Ms. Frischer, 52, collections manager at Holthouse Carlin & Van Trigt LLP, a Santa Monica, Calif., accounting firm. Her approach: Start with the attitude that most people want to pay and figure out why they aren't. "Much of it is a mental game," she says.

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