There’s a saying that has been attributed to a number of people over the years, including the poet Maya Angelou and Carl W. Buehner, an official in the Mormon church. Whoever came up with the phrase, it goes something like this: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
We think this is a pretty important point for anyone who works with customers to remember – after all, you don’t just want your clients to be happy when you’re working with them. You also want them to remember that they had a good experience with your company.
Now, for credit managers, making customers feel good about every interaction can be difficult. After all, you’re dealing with sensitive situations involving money – and you might not always be the bearer of good news. Maybe you need to deny a high level of credit to a new client. Or maybe you’re having to chase a customer who is seriously behind on their payments.
The key is to keep the people and the situation separate.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
While the situation may be a negative one, you can still work with the people to find a positive solution. Here are our top tips to making sure your customers feel good about each interaction:
- Always be professional – This can be hard, especially if you’ve been chasing a payment for weeks and you really need to bring down that DSO. But a friendly and polite tone will get you further in the long run than being mean or sarcastic.
- Take a personalised approach – Every customer is different, and a cookie-cutter approach rarely works. However, most credit management teams don’t have the resources to treat each customer individually. Segmentation can be a useful tool, as it allows you to separate customers into various sets, and then tailor your activities for each group.
- Keep your records up to date – If you contact a customer to chase up a payment and don’t have the right information, it can leave you both feeling frustrated and cross. So always make sure you’re working from the most recent data available.
- Have set procedures – Dealing with problems can be uncomfortable, but if you have good policies in place, they make it easier to keep emotion out of the situation. If your payment terms and policies are also made clear in contracts and notices, they shouldn’t come as a surprise to the customer.
See what members of VCMB can do for you and for you company!
Bron : OnGuard