Issue link: http://psai.uberflip.com/i/1187254
WEEKLY EDITION AUGUST 28, 2019 G et ti ng Pa i d: Part II H ow t o Ma ke Col l ect ions Ca l ls By Karleen Kos, PSAI Executive Director Customer Excuse #1: "I didn't receive your invoice." Your Response: "I'm sorry about that. Let me go over your contact information to make sure it is correct and we can send the invoice out again." This may be a legitimate reason for nonpayment. Your response shows you are giving the customer the benefit of the doubt. It also tells the customer that you are diligent with your collections and they can expect to receive an invoice soon. Customer Excuse #2: "We already cut you a check for that." Your Response: "Good! What day did you mail it? What is the check number and when can we expect to receive it?" This customer excuse can be misleading. Some debtors may cut a check for an invoice, then hold on to that check until they have more cash on hand. Your response requires the customer to confirm whether the check was mailed or not. If it has not been mailed, your next step is to get the customer to commit to a date when they will send you the payment. Let the customer know that you are noting that commitment and will follow up if the check doesn't arrive. Customer Excuse #3: "Sorry, but we just don't have the money to pay you." Your Response: "I'm really sorry to hear that. We want to work with you on this. Is there a time when you will be able to pay us?" If a customer confesses to you that they simply cannot pay, express empathy but focus on a pathway to payment. Emphasize that your company wants to find a workable solution for both parties. That might mean breaking the invoice down into smaller payments. A customer may not be able to pay $5,000 at once, but perhaps they can pay $500 a month over 10 months. In some cases you may need to accept less payment than was originally charged. Avoid getting into a dispute and broker a deal that will salvage at least some money for your company. PAGE 17 CONTINUED ON PAGE 18