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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