In this episode, we meet the non-collector. Similar to the low-pricer, the non-collector is someone who works hard but fails to make adequate profit. It's like selling hard without having an effective accounts receivable system in place. While having extraordinary sales ability or attracting talented individuals to your organization is commendable, it may not be enough. In order to truly profit, one must also focus on collecting payments.
The highly productive salesperson often lacks the same appetite for the collection phase. So, if you have minimal collection problems while others struggle, it's not necessarily because you're doing business with all the good guys and they're dealing with the bad ones. It's likely because you have a better receivables system in place.
However, getting out of a rut with receivables is much harder than avoiding it altogether. Many businesses aren't even aware that they have a receivables problem. Here are some signs that you may be on the path to account receivables difficulty:
- Sending both invoices and statements, causing confusion.
- Delaying sending statements after the first of the month.
- Not maintaining a write-off list to keep track of what has been written off.
- Not receiving financials from your accounting system by the 15th of the month.
- Continuing to sell to accounts that are 60 or more days past due.
- Failing to post every payment every business day.
- Not employing a collection service for receivables over 120 days.
- Failing to produce a complete aging list by the 15th of the following month.
- Not having a standard procedure of communicating with late customers within 75 days of initial billing.
To avoid or overcome a receivables problem, it is recommended to perform the ten items mentioned above ritualistically. Additionally, consider paying your sales staff a commission or incentive, but recapture it when an account reaches 60 days overdue. When facing difficulty, accelerate your receivables report from a 30-day interval to a 15-day interval. Remember, there's no magic in billing only at the end of the month – you can bill weekly or at the time of sale if it makes sense.
Receivables problems often stem from a lax attitude that trained customers to believe there was no hurry to pay. To address this issue, it's crucial to change the customer's expectation. Make your payment terms clear and communicate that you expect them to be followed.
Ultimately, accounts receivable problems speak more about the seller than the customer. This is a controllable issue, but when out of control, it can become a cancer that kills businesses. The remedy lies in internal organization and unfailing discipline.