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Mmm first off when I am speaking with a delinquent bar I like to relay a sense of understanding and a genuine willingness to help them with their problem I found that if you go for that tough collections approach they may feel back it back against the wall and the easiest thing for them to do is just to hang up the phone and go about their business and that's obviously not what we want so I like to make it clear that we have a bunch of different options that are tailored for that to meet their needs and to help them resolve their issues well make sure first thing you're doing is treating every borrower as an individual everyone has their own story make sure when you're talking to these borrowers you're using their name and making references to things that they've told you so so that they know that you're paying attention to what their needs are to get them back on and on track to successful repayment some of the best advice that I can give based on working in schools and what students is that it's never too soon to promote financial literacy it's really important that we set our students up for success whether that's educating them about interest payments or smart borrowing or knowing that there are servicers are here to guide them throughout the entire process