Collections Without Conflict: How BHPH Dealerships Can Recover More Payments and Keep Customers

In the Buy Here Pay Here business, collections are inevitable. But here’s the truth many dealerships overlook: how you collect is just as important as whether you collect.

Over my 22+ years in the industry, I’ve trained thousands of agents on how to recover payments while keeping customers loyal — because in BHPH, your customers are also your future sales. When collections are handled poorly, you risk damaging relationships and your reputation. When handled well, you recover payments and strengthen trust.

Here’s how to collect without creating conflict:

1. Lead with Empathy

Start every conversation with understanding, not accusation. Ask questions to find out what’s really causing the late payment before jumping into solutions.

2. Use the Right Language

Your words matter. Instead of saying “You’re late,” try “I noticed your payment hasn’t been processed yet — is everything okay?” This small shift makes customers more open to working with you.

3. Offer Solutions, Not Ultimatums

Be flexible when possible. Payment arrangements, extensions, or partial payments can save accounts that might otherwise be lost.

4. Train for Conflict Resolution

Your team needs more than just scripts — they need the skills to defuse tension, stay calm under pressure, and guide conversations toward a resolution.

5. Track and Celebrate Wins

Measure how many delinquent accounts you recover and share success stories with your team. This builds morale and reinforces the value of a professional, respectful approach.

Final Thoughts

Collections don’t have to damage relationships. By leading with empathy, using the right language, and focusing on resolution, your BHPH dealership can recover more payments and retain more customers.

If you want your collections team trained in proven, conflict-free strategies, book a free strategy call with BHPH eTraining today.