Here's what you do: make sure you set the agenda for the call at the onset, and that your goal is to get an agreement. So if minor adjustments need to be made, you are there to do it. And even before the agreement, your first goal is to build trust. Start with that description. Then at the end, ask to get it done. Refer back to the pain of losing those surplus funds. Refer back to how this family is better served with the money in their pocket than somewhere else and your mission is to make that happen. If they're still stuck, you need to set a FIRM follow up. "Ok, let's do this. Go think it over. Talk with your family. Ask if they want the money or if they want it to sit even longer and call and tell me what they say. Can you call me back on ____ (day) at ____ (time). Great. And if I don't hear from you then, I'm going to call non-stop. Is that fair?"