The Doberman rule: tenacity and kindness can soften even the toughest customer.(Credit Words: REAL-LIFE STORIES OF VICTORY AND DEFEAT CONTEST WINNERS)

Several years ago, I was trying to collect a past-due balance on an open account. Our customer, Mr. Smith (not his real name), was one of those who felt he could pay when he got around to it and not a minute before. He was cantankerous, to say the least, and routinely became offended when we asked for payment. If and when I was able to reach him by telephone, I got the usual excuses and promises to pay: "I thought my wife mailed that check" or "I told my secretary to put that check in the mail weeks ago." I had worked this account at least once a week for months. I finally asked one of our salesmen to go by the customer's residence to see if he could pick up a check. Dennis had taken some orders from Mr. Smith before and he agreed to visit him.

Dennis came by my office at about 9:00 the next morning to pick up the necessary information--account balance, invoices, etc. The day passed and I didn't hear from Dennis. I tried his cell phone several times, leaving a message each time, just trying to see if he had been able to make contact with Mr. Smith. Late that afternoon, just before closing, Dennis came into my office with a big grin on his face and waiving a check. He had collected in full and had gotten a large order for the following week--if we would release the credit hold, of course. I asked him if Mr. Smith had been difficult to deal with. He said no, he was a real "puppy dog."

Dennis had gone to the customer's residence that morning around 10:00am and not getting a response to his knock, sat down on the porch to write a note on the back of his business card, planning to place it in the screen door. He said that, as he was writing, he heard a deep growl from his left side. Before he could turn his head, there was another growl from his right. Two identical Dobermans were on either side of him, obviously intent on protecting their master's property. They were beautiful animals, sleek and tall and with very large teeth! Dennis was petrified! The dogs were between him and the gate and his cell phone! Fearing for life and limb, he considered his not-very-promising options. Could he jump flat-footed over a five-foot chain link fence? No, he didn't think he could get his six-foot two-inch, 250-plus pound frame to make that maneuver. Should he sit still and hope for the best or try to outrun these canine guards? One of the things I had never known about Dennis was that ...