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Timing of the Telephone Call (2) Kim Radok December, 2012

Timing of the Telephone Call (2)

In the previous blog, the focus was on the importance of making the telephone call when the customer or their representative was available.

This time, the focus is on the missed or next payment and will look at three important situations.

1 The first time the new customer misses the due payment date.

The first time for the new customer when the payment is not received by the due date, is critical. This call should be made within one working day after the due payment date, and the bank and the mail have been checked for receipt of the payment. 

Adults learn by association to experience and so does the new customer. This means that if you do not contact them for the missing payment as soon as it becomes due, they  learn you do not focus on receiving their payments by the expected due date.

For example if the payment is due at 30 days, and you telephone the first time customer on the 40th or 45th day, they assume that you are happy giving them a minimum of 40 or 45 days.

What other interpretation can there be?

2 The missed payment.

When a promised payment is not received, 24 hours grace is reasonable. After all, situations do occur which can cause the payment to be delayed. However, any more than one working day, is again telling your customer, that you do not monitor your payments closely or take action when the payment does not occur as promised.

3 The pre-payment telephone call.

If you are expecting a large payment, the pre-payment telephone call is advisable. This telephone call is often made before a large payment is due and that it will be received on the due date.

When making this call, your tone of voice is as if you were in customer service and making an enquiry. You should never demand at this stage. Making a polite enquiry to ensure all is okay is usually acceptable by all organisations.

Making a timely telephone call for the unpaid invoice is as important as any other function in business. Remember, if you are not focused about making the call, your customer will not be focused on paying you.