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In Focus Commercial Credit


Getting to know you, getting to know all about you


Partnerships can be built between Credit and Sales, but you need to work to make this happen


Chris Wells


Experienced credit professional christopherwells @btinternet.com


One of the hardest things to achieve in credit control is to reach a level of mutual respect with Sales. This just does not happen, it has to be worked on.


All too often, when having my session with a new recruit during his or her induction, I hear the phrase “oh, you are the ‘sales prevention department’”, and here lies the rub.


True nature


The nature of the beast in Sales is to sell and take risk. Well that usually is not the main consideration, unless, of course, they are paid by commission on paid sales only! At first glance, the credit control motto of ‘maximising profit and minimising risk’ seem poles away from this, but is it?


Now, please do not misconstrue my aims


here – it is not to malign Sales, but more to identify their differing perception on the same subject. So how to rectify this, do you ask? Well, it requires some positive effort on your part.


Common ground


The art is to find common ground and expand on that, From experience, the best way, I have found, is to promote a ‘getting- to-know-you session’.


Depending on the size of your company, there will be differing starting points, however, the approach will be similar. First, float the idea with the board or head of department, and then give an overview of what you wish to achieve using the why, who, what, when, where and how scenario.


March 2017


It does require you to be open-minded and


proactive, if this objective is to be achieved. These types of meetings depend on you having an ‘open’ style and being able to take on board constructive criticisms, making changes where appropriate


 Who – Initially, attendees would, of course, be all Sales and Credit Control team members. However, there is no reason why this could not be opened up to other areas of the business at some later stage.  Where – The venue for the first meeting should take place in the Sales area, with the follow-up meeting taking place in the Credit Control area, no more than a week after the initial meeting.  What – At the first meeting, Sales should make a presentation on what they do and how they do it so that Credit Control can


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As an example – and in no particular order – these might be:  Why – A need for closer understanding of each others’ needs, and to find common ground in order to dissipate any tension that may exist between the departments, and to foster a harmonised relationship.


fully understand their processes, both in their thoughts and practices. Sales should also use this opportunity to highlight any areas of frustration that they have with Credit Control. It should not be intended to be a ‘bashing’ session, if it is to be constructive. Credit Control should do likewise in their session. It is a matter of what it says on the tin: getting to know you.  When – If you feel that there is an issue between the departments, or individuals, the ideal start time would be now.  How – By arranging a meeting entitled ‘Getting To Know You’, with the objective of understanding each other’s constraints and reasoning, so that it leads to a closer understanding and respect of each other’s role. If you can arrange refreshments – such as sandwiches – that would be good. It goes a long way with the participation process.


Conclusion


Really, the above is an exercise in ‘bonding’, with the outcome being that Sales and Credit Control are drawn closer by an understanding of each other’s needs. It does require you to be open-minded and proactive, if this objective is to be achieved. These types of meetings depend on you having an ‘open’ style and being able to take on board constructive criticisms, making changes where appropriate.


Guess what? If you succeed, you will be surprised at the change in attitude of Sales the next time you have to say no. Remember, a sale is not a sale until it is paid for. CCR


17


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