It’s not uncommon to feel uncomfortable when collecting debts. In this blog, we look at how businesses can remain professional when collecting debt.

Use a digital, automated system.

• Using a paper system is an easy way to appear disorganised
• Find a system that has automated reminders

Set up reminders for:

• Confirmation of order and payment details
• When a payment is coming up
• As soon as a payment is late.

Outline your terms with a clear payment policy from the beginning.

• Put your policy on paper and share this with customers
• Make this discoverable on your company’s website
• Get a professional to review or write your policy.

Train your staff (and yourself) on customer service and communication skills.

• Soft skills are incredibly important and being able to conduct yourself in a professional manner when in difficult conversations will go a long way
• Conflict management training.

Delegate account management tasks to a single person or team.

• Consistency of communicating with one person makes a difference
• Easier to stay organised and on top of payments.

Keep consistent with your payment policy.

• Don’t waive late payments
• Act promptly – as specified in the policy
• Refer to the policy when sending reminders and following up.

Work with a professional debt collection agency.

• Experience working in a variety of industries
• Trained for handling difficult conversations