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 #4:
"We have an issue with the amount you
charged." Or "We have an issue with your
service."
Your Response:
"Let's talk about that. I have all the
documentation right here in front of me. Do you
have a minute to walk through everything that
happened on the job?" Be courteous but firm. Let
the customer know you have all the information at
hand and are knowledgeable about the service
performed. If the customer has a legitimate
complaint, try to address the concerns. You may
even agree to knock some charges off the
account. However, let the customer know that a
new invoice will be mailed out right away.
Encourage your customers to call you at any time
with an issue rather than waiting for your
company to call them.
Customer Excuse #5:
"You didn't get our payment? I don't know what
happened. I'm going to have to look into this and
get back to you."
Your Response:
"Okay, when do you think you can get back to
me? If it's easier, I can be sure to call you again
tomorrow. Let me know when would be a good
time for us to talk." "Let me get back to you," is a
common dodge that late-paying debtors employ.
How you respond to this excuse is critical. Do not settle for a promise to call you back. Make sure that the
customer understands that if you do not receive an answer, you will call again tomorrow. In fact, you will
be calling the customer every day until the payment issue is resolved.
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