provides monthly monitoring services has experiences with troublesome customers
who don’t pay on a timely basis. Maybe "deadbeats” isn’t the right term, but
we’re going to use it anyway. It holds bad connotations for the customer, and
it should. That’s because the accounts you have to chase for payment are a
constant source of headache.
You have to
dedicate resources to pursue these customers. You send letters, make phone
calls, and use valuable time that could be better spent on a service call or
developing new business leads.
important to minimize your time dealing with deadbeats, because the issue is
never going to go away completely. Some customers just want to avoid paying
bills. Some have trouble affording your service, while others just plain
forget. Some think it’s a big game to get away without paying. Your challenge
is to figure out which is which.
through these problems, start by establishing a regular callback routine for
customers who are late paying. Give the authority to an individual or group
within your company, and track their progress closely.
a strong letter to the customer encouraging payment. You may want to use legal
counsel to ensure what you say is strong, fair and reasonable. But make sure
the customer clearly understands the consequences if payment is not quickly
include sending the customer’s account to a collection agency or writing them
off as not worth pursuing. You’ll have to decide what’s worth your effort, and
that will likely come down to how much money you’re owed.
consideration with deadbeats is quickly determining whether someone is a good
customer. You’ll extend extra consideration to customers who’ve been paying
on-time for years but could suddenly be facing extenuating circumstances.
customers who quickly start off on the wrong foot, write them off and let them
go. Most of the time, they will not be
worth the headache.
they’re called deadbeats.