Issue link: http://psai.uberflip.com/i/892369
W EEKLY EDITION OCT 25, 2017 Getting Paid Part II: How to Make Collections Calls … continued By PSAI Executive Director Karleen Kos 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 wheth er 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 arri ve . 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 simpl y 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 on ce, 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. 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 th e 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 o ff 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. PAGE 3 CONTINUED ON PAGE 4