I’ve maintained for years that in-house collections, done properly is a very Pavlovian process. (I’m not sure Pavlovian is really a word, but it ought to be) What I mean is, if you follow up on unpaid invoices, on time and consistently, you will train your customers to pay faster.
Have you ever noticed how many accounts payable clerks are, if not rude, darn close to it? I used to believe that rude and non-English speaking AP clerks were a deliberate ploy on the part of business owners to put off accounts receivable clerks. Now I think they’re rude or at best short with us because they are working!
Accounting, invoicing, posting payments etc. all left brain work, it takes concentration, and while you, as the accounts receivable person, know you’re just doing your job, they can get done faster, more efficiently and with fewer mistakes if we, in AR, don’t interrupt them.
So am I suggesting we be polite and don’t interrupt? Of course not 🙂 I’m suggesting that if we call on time and follow up consistently they’ll learn to pay on time so they don’t have to take our calls. Voila! Customer training. Pavlov probably didn’t care about getting paid on time but I’m willing to bet you do.
BTW I’m still wondering about those non English speakers, what do you think?