Managing an Uncooperative Account - Ten Common Mistakes You'll Want to Avoid
Five years into a generally satisfactory relationship with one customer, the payments flow began to slow down for a credit manager we spoke with a while back, and soon he was owed more than $20,000. He began calling to get them to work down their past-due balance, and at first they seemed cooperative. But soon cooperation ended, and, after about three months, it became harder to get the customer to accept or to return his calls. By this time, the past-due balance was reduced by only $3,000, and their business relationship became strained. He learned at an industry credit group meeting that the customer was paying other creditors. In effect, their customer was using money it should have paid to him, to pay other suppliers. Obviously, something had to be done to address this inequality. After careful consideration, a decision was made to issue a demand for payment in full. It didn't work. The customer did not flinch and continued to ignore their payment demands. About a month later, they placed the account for collection. After working with the debtor for another month, the collection agency told him that no progress had been made toward clearing the past-due balance. In thinking back on the experience, he developed a list of what he believes are the most common mistakes creditors make when considering whether or not to place accounts for collection include:
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