In Focus Commercial Credit
people to leave out of the loop – an encumbrance to commerce; the ‘sales- prevention department’ as one inventive sales director called us in a business where I worked. And it is hard to bridge that gap. So here
are a few tips: l Pull out your current credit policy and review it. How accessible is it? As a credit manager, why not create an ‘abridged’ or ‘highlights’ document – easily digestible and highlighting what help Credit can give in terms of decision-making? l Ask that credit becomes part of the induction process for all new sales and operational staff. lMake sure that, as part of that, the numbers and impact of good credit management are explained. It is an emotive topic when you talk about making sure that salaries get paid! But, after all those points, it is a case
of ensuring that, when deals and business of any kind are done, expectations are managed from the first minute.
How professional and helpful it would be
to add the following phrase at the end of each credit sale: “We can offer you this deal, but our finance team will make contact with you on this date after completion – the person calling will be the credit manager and they will be there to support you if there are queries on the bill. In fact, if you
get the bill and it is not right, you can call them to ensure no chasing takes place until we have got it right.” Credit Control is then part of the support
network – as opposed to the ‘guys with a big stick’.
Truly sensitive In truly sensitive transactions, like funeral debt, for example, those principles are more significant than ever. Getting those selling the product, for
In truly sensitive transactions, like funeral debt for example, those principles are more significant than ever
example to have the end of the process in their mind is vital. Can the person pay for the product they are buying? What support can we give them or options to pay? Everything must be done and considered
to avoid a conversation at the wrong time. Credit controllers can, of course, be some
of the most patient and empathetic people in a business – borne out of many years’ experience of dealing with terse or upset clients – but they do need that support at the front end. So prove your worth and get out into your operation and sell it! CCR
UK:we’ve got it covered
A seamless debt and asset recovery solution across Scotland, England, Wales and Northern Ireland.
July 2017
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