Issue link: https://read.dmtmag.com/i/117828
WORLD FENCE NEWS ��� APRIL 2013 ��� customer satisfaction phase ��� and it must be addressed prior to moving on to the collections portion of the call. ���Also, I would like to be sure you received our invoice for (dollar amount) dated (invoice date).��� Pause and wait for a response. If the customer has not received this bill, this should be addressed immediately. If the bill was not received, see that a copy is faxed to them and that a duplicate is mailed immediately. If the bill was received and no problems exist that would delay payment, simply respond: ���Thank you, we appreciate your business. I���ll indicate in my records that everything is satisfactory and we can expect your payment today? If not today, when can we expect payment? (By the due date).��� Naturally, this call should not be made to aging accounts or accounts with other payment terms. If you have a repeat commercial customer who has a good payment history, you must trust them until they prove to you otherwise. Calls to that customer must be made for customer satisfaction only, and to confirm you are on top of things. The purpose of collection calls to all residential or poor paying commercial accounts is to eliminate delays that cause delinquency. The sooner you re- ceive a commitment to be paid, the less likely there will be a problem getting paid on time. The Excuse Syndrome Not all slow payers are out to ���get you��� ��� most times it is just a misunderstanding or other simple fix, but you need to know what is going on and not assume anything. You have probably heard every excuse in the book for not paying a bill, but you must be prepared to respond correctly to any customer excuse. Valid or not, be prepared to answer the customer���s concerns. Here are a few examples: ��� Bill not received. ��� Bill not correct ��� overcharged. ��� Lack of money. We haven���t been paid yet. Don���t have the money. ��� We have paid the statement or the infamous ���The check is in the mail.��� ��� Job not satisfactory or incomplete. Determine the problem and arrange for the appropriate person to have the problem investigated, corrected, and resolved. The first several excuses can be handled right then and there by the sales staff or collections person in the office. Some examples: ��� We never received your bill. ��� Verify to whom the copy of the bill should be mailed and the address. Obtain their fax number and fax (or email) them a copy immediately. Indicate you will also mail them a hard copy. Ask when they will make the payment after receiving this copy. Mail copies and follow up in 5 days or less to verify receipt of the duplicate statement and get a commitment for payment. ��� Invoice not correct. We were overcharged. ��� Normally this is an excuse made by customers who simply continued on next page Your Complete Source for VIKING ACCESS SYSTEMS���, the Most Innovative Access Control Products on the Market! Proudly Providing These Quality Brands American Access Systems, Inc. ��� Apollo��� Gate Operators Click2Enter�� ��� Diablo Controls, Inc. ��� DoorKing�� ��� Elite��� HySecurity�� ��� Linear�� ��� SecuraKey Gatekeepers, Inc. is a full service distributor centrally located near Chattanooga, Tenn., with 1 to 2 days shipping to most of the Eastern United States. Orders ship within 24 hours. 800-378-Gate (4283) ��� 423-332-5808 ��� www.gatekeepers.net Tymetal Corp. - There is NO EQUAL Fortress Box Frame Roller Gates Fortress Telescoping Box Frame Roller Gates Fortress Vertical Lift Gates Vertical Pivot Gates Pedestrian Gates Pedestrian Portals Call 800-328-GATE (4283) 23