To do Tuesdays and Thursdays ONLY
After sending the email, schedule the ticket for the next day so calls can be made.
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SEE NOTES FOR ACC5 CUSTOMERS
PART 1 - TICKET CREATION - to do start of month ONCE
Go thru and all accounts that overdue for $$ owing ( stage 2 will do accounts in credit )
Definition of owing for ACC i.e more than 30 days nett
that is June invoices should be paid for in August, July invoices should be paid for in September etc
check if ticket for accounts collection is not already open/pending or on hold, if none then create a ticket
SUBJECT: ACCOUNTS COLLECTION - xCUSTOMER NAMEx
1 ticket per company ,mark ticket as open
Mark ticket as pending and to be acted again the next day for collection call
NOTE: Make sure you use the admin or accounts email address (if we have them) from our records.
Dear xCUSTOMERX,
Our records show that your current balance with us is now past due. We hope this is merely an oversight on your part. If you haven't already sent a payment for the past due amount to us, please do so today.
Details of Overdue Amount
xMONTHx Invoices Amount $XXX
If there's an issue with any of the invoices, please email us immediately to discuss it at admin@jjautoparts.com.au
We would greatly appreciate prompt payment to continue to offer you the most competitive pricing and the highest level of service. We ask for your cooperation in working with us to achieve a much more efficient system.
Thanks
JJ Autoparts
PART 2 - SENDING FOLLOW UP EMAILS
Check thru the pending tickets ensure $$ hasn’t been paid or there is another ticket open/pending or on hold for this company
If not then send 2nd email collection letter to be acted again Tuesday/Thursday
Just copy paste original email and send. Make sure to check that the customer hasnt paid yet, then mark ticket as pending.
If the customer has already paid, you can
NOTE: Make sure you use the admin or accounts email address (if we have them) from our records.
PART 3 - MAKING COLLECTION CALLS
Start making the calls
SAMPLE SCRIPT: 'Hi, we'd just like to follow up on payments for outstading invoices from XX'
*If customer says they will pay on the Wednesday
Then call then that day and confirm payment was made
If confirmed that payment was made but no payment in banking the next day, call again
SAMPLE SCRIPT: 'Hi, just confirming payment was made as we discussed last time …"
*If accounts person isnt available, be specific in the notes and probe during the call. Ask when the best time is to callback to be able to speak with them etc.
SAMPLE NOTE:
ACCOUNTS ONLY IN XX AT XX
ACCOUNTS ON ANOTHER CALL/ON LUNCH/STEPPED OUT ATM, TO CALLBACK (SCHEDULED TIME OF CALL)
*If customer cannot be contacted and have tried 5x+ (no answer, always vm, disconnected etc), take alternate action
i.e
ask sales person if they have another contact number
search in google
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REASON FOR ACCOUNT OVERDUE
Customer advise Part Returned and there is NO JJAutoparts credit on the invoice.
Check with the salesperson - noting customer has advised part has been returned. Request return details from customer ( how was part returned)
RMA
Item still on RMA - awaiting credit/return