Presented by Scott Transue

Transcription

1 Presented by Scott Transue

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7 Invoice to the right person Make paying easy

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9 How do you evaluate creditworthiness of customers? Run credit checks Ask for references Determine credit limits

10 What are your credit terms? Do you offer discounts for early payment? Do you charge late fees?

11 What is your collections process? Who is allowed to negotiate? At what point does a salesperson or manager get involved? When is an invoice turned over to a third party?

12 What is your customer s paying cycle? Invoice customers immediately upon completion of work or delivery of product Invoice more often Make certain the invoices are clear and accurate and sent to the right person Make paying the invoice easy offer options of ways to pay

13 Automating Accounts Receivable Give customers options for either paper or electronic billing, or both Reduce costs and increase efficiencies Generate timely KPI reports

14 Allow you to measure how effective your organization is in reaching its goals

15 Measures the average number of days it takes the company to receive payment from its debtors DSO = Accounts Receivable Total Credit Sales Number of Days

16 DSO = Accounts Receivable Total Credit Sales Number of Days DSO = 7,100,000 13,500, DSO = 47.9

17 Only takes into account current receivables in order to ascertain the optimal collection time Best Possible DSO = Current Accounts Receivable Credit Sales for Period Number of Days

18 Best Possible DSO = Current Accounts Receivable Credit Sales for Period Number of Days Best Possible DSO = 2,800,000 7,100, Best Possible DSO = 35.9

19 Average number of days that invoices are late ADD = DSO Best Possible DSO

20 ADD = DSO Best Possible DSO ADD = ADD = 12.0

21 DSO and ADD Together in a Healthy Direction

22 DSO and ADD Together in an Unhealthy Direction

23 DSO and ADD Together in Different Directions

24 Best Practices for Collection Call Preparation Billing packet: The customer s authorizing purchase order, the resulting sales order (if any), any related shipping document(s) and the issued invoice Notes: The complete set of notes from any prior conversations with the customer

25 Best Practices for Collection Call Preparation Proof of delivery: A confirmation of receipt from the delivery company, preferably including the name of the person who signed for the delivered goods Statement of completion: If the sale involved the provision of services, locate the customer approval document, including the name of the person who signed it.

26 Best Practices for Collection Call Preparation Contacts: If the primary contact is not answering his or her phone, consider immediately escalating to the next person on the list. Paperwork: Consider using administrative staff to collect the paperwork, or use computerized collection software to automatically assemble much of this information from other databases around the company.

27 Be specific Offer a benefit Be positive

28 Maintain the Customer Relationship While Still Collecting What Is Owed

29 Every interaction should be noted. This helps employees remember what has been said in previous interactions.

30 Good relationships make it less likely that the company will avoid your call.

31 Do not assume they don t intend to pay Give them the benefit of the doubt Validate their feelings

32 Give them choices, but make sure every choice works for you as well as them If the outstanding debt is really hurting your cash flow, consider being honest and asking for their help

33 Power Language Refer back to the contract Of course, you know that our terms are payment in 30 days. I know you intend to pay. What if we agree that you will get this cleared up by next Monday? I have your commitment to next Monday then? I could split this into two payments, one due next Monday, and the second due the Monday following that. That s fair, isn t it? How would you like to work this out?

34 You can t get positive results by being abusive or irritating. An irate customer may have a very good reason for being angry at you.

35 Keep the focus on the issue and away from you Express genuine concern Listen to what the person is saying don t tune them out Lower your voice and slow down and so will the customer Outline possible solutions or alternatives Tell the person you will follow up when the issue has been taken care of and then be certain to follow up

36 Thank You for joining us today! for joining us today! Don t forget to go to the Handouts section on your screen to download your certificate of completion for today s Webinar.