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Doctor Credit

How do I convince customers that don't remit payment to our bank lockbox to do so?

Answer: In my opinion, the reasons that customers do not remit to the correct address range from incompetence or laziness to a conscious decision not to remit to your lockbox as a result of the customer recognizing that payments to a lockbox reduces mail and processing float. Usually, a well-organized and systematic campaign to convince customers to remit payment to the right address will work. This campaign would typically involve the following steps:

  • Identifying customers not using your lockbox
  • Writing to these customers asking them to correct their records to reflect your current remittance address
  • Reviewing subsequent payments to ensure the change was made
  • If the change was not made, calling the customer to ask for their commitment to make the change
  • Following up with each subsequent payment sent to the incorrect address until the correction is made
 
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