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  • May 1, 2010

    BCMA - It’s All About You!

    Welcome to the latest issue of BCMA News!

    This month’s topics…

    1. Proper Collection Call Procedure

    2. Are You Watching For Fraud?

    3. Seven Tips for Setting Up a "Resale Page" on the Web

    4. Watch Those Credit Card Fees

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    1. Proper Collection Call Procedure

    Our terms are net 30, and if we haven't received a check by the thirty-fifth day, we're on the phone to the customer," says an East-Coast credit manager. "To make sure the call will be as effective as possible, I do my research before I dial, and I have all the necessary paperwork in front of me--including the purchase order numbers." 

    During the call, she focuses only on the customer and the issue at hand, eliminating all other distractions.

    "I don't start out by demanding payment," she says. Instead, she asks the customer why payment has not been made. In business, any number of things can go wrong.

    A product might be shipped short. The wrong product might be sent. There might be an error in pricing. A customer might not have received proper credit for such problems.

    "It's important to find out why a customer has not paid before you demand payment. Addressing a customer's legitimate concerns will more than likely eliminate payment problems."

    She uses tried-and-true solutions for customers that give her either of the two most common excuses in collections:

    "The check is in the mail." She asks for the check number, the amount of the check, and the date it was mailed. "Then, if we haven't received the check in five to seven days, we make a follow-up call."

    "We never received an invoice." She immediately sends a copy via fax machine.

    "This solves the problem quickly," she emphasizes.

    Regardless of how a customer responds to a request for payment, she makes sure she doesn't "lose her cool." "I try never to become irate or talk louder than the customer," she says. "Each time I make a call, I write the name of the person I spoke with on a card, which I put into the customer's file. That way, if I have to make a follow-up call, I will know whom to contact to follow up on the previous conversation. If you can make contact with the same person the second time you call, you have a much better chance of getting paid."

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    2. Are You Watching For Fraud?

    There are several warning signs you need to watch out for if you want to prevent losses from fraud. No one warning sign means you should immediately claim fraud, but if you notice anything out of the ordinary, you should notify your supervisor.

    Here are some warning signs you need to watch out for:

     

    ·Unsolicited purchases. Salespeople spend a long time getting new accounts. It isn't often that an account simply jumps up and begs for product. Unsolicited orders from new accounts, particularly with new companies, should be checked carefully.

    ·Phone orders. The phone is one way to eliminate a paper trail. Without anything in writing, there is little chance of proving fraud.

    ·Personal pickup. Beware of the new customer who offers to do you a "favor" by picking up a shipment. This could be a sign that the person is simply coming by to steal products right out from under your nose.

    ·The chameleon. A scam artist will often call in an order under the guise of an established customer. The scam artist then either arranges for shipment to be dropped off at a trucking terminal where "the buyer" will pick up the goods later, or he goes to the warehouse and loads the order on a hired truck. Then the creditor bills the established customer only to find that the order was never placed. Before agreeing to a change in delivery terms with an established customer, call back and verify that the request was actually made by the customer.

    ·Small initial orders from brand-new companies. New companies need products to stock their shelves or run their businesses. If a new company sends in a meager order, it may mean the people don't really intend to stay in business at all.

    ·Unusually large orders. Often, the fraud artist makes small orders and pays on time to give the creditor a false sense of trust. Then the fraud artist puts in a large order and takes off with the goods. If a customer suddenly increases its orders, find out why. Is the company planning to expand, move to a larger location, or meet increased demands from its own customers? Without satisfactory answers, you should proceed with extreme caution.

    ·Trade references. Trade references that give glowing reports on an account without having to look up the file, or references that only return calls left with their answering services are two key signs of fraud. Further, a con artist might give you the phone number of various references that identify themselves by name when you call, but do the references actually exist? Check company names in your phone book or through directory assistance. If the company name exists, make certain the phone numbers match. If they don't, call and ask if the individual listed as a contact even works there.

    The keys to avoiding credit fraud? Awareness and persistence. Be aware of who you are dealing with. If you suspect a prospective customer may be trying to pull a fast deal, talk to your supervisor and be persistent in your investigation. Don't give out credit until you are certain this is a true customer.

    No one warning sign means you should immediately claim fraud, but if you notice anything out of the ordinary, you should notify your supervisor.

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    3. Seven Tips for Setting Up a "Resale Page" on the Web

     

    Make sure your site is fast. Today's web surfers lose interest very quickly if things don't happen immediately.

    ·  You have two choices when linking to forms. You can gather each state's forms yourself and put them on your own web site. Or, you can create links to each state's form on the state-run web site. The advantages of doing it yourself include control over the site and overall speed of use. In addition, putting the forms on your own site allows you to "hard wire" your company's name right onto the resale certificate, thereby making the process easier for your customer. The advantage of linking to the state is that you know-as long as the link is good-that you are directing your customer to the latest version of the state's resale certificate. We think that getting control of the form yourself is probably the cleanest way to do it. You'll gain better control of the process. But you'll need to double check periodically to make sure you're up to date.

    ·  Use the latest Adobe Acrobat (PDF) technology for your resale forms. You can set them up so that your customer can type their info right in their browser and click in the proper boxes. And you can even force them to put dates in proper date format. Keep in mind, they'll still need to print it out and fax it to you.

    ·  Put your phone number on the web site. How often have you been stymied on a website and wanted desperately to be able to just pick up the phone to call someone to ask a question, but the web site clearly didn't seem to want you to do that? There's no better way to lose a potential customer than to have no way to reach a live person when someone's confused!

    ·  Make sure you check with your tax professionals to insure you're completely legal. This can be a confusing and rapidly changing area.

    ·  Keep a supply of resale certificates on hand so you can fax the correct form to a customer.

    ·  Consider going digital. Scan (on your own or with an outsourcer) all the forms you receive. You'll have better security (off-site backups), easier access, and save space.

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    4. Watch Those Credit Card Fees

    The credit card charge was declined. The invoice was for $1 million for a large order from a military account, and the bank- imposed limit was $99,999. A check from the customer saved the sale, and the incident got Rae Ann Smith, senior credit analyst at LaCrosse Footware, Inc., thinking.

    "You pay a fee on every credit card transaction, and the banks don't allow any negotiation on the rate," she points out. "This would force us to run 13 transactions, and the total fee would have been $32,000. So, we went back and looked at aggregate credit card sales for the year. We found we'd paid nearly $500,000 in fees. And that came right off the bottom line. It was never worked into our pricing. It was never worked into sales negotiation. In fact, the sales department doesn't know the customer is paying by credit card."

    With upper management's approval, the credit department called all customers who were paying by credit card to tell them that, henceforth, prior approval would be required for any card transaction over $5,000. Going forward, she told them, she would need payment by wire or check.

    What Banner gave up, or course, was the immediate payment credit cards provide. Now there may a five- to seven-day wait while checks to go through the lockbox. But the increase in receivables costs has been slight compared to the credit card fees.

    Discussing the credit card fee issue with other credit managers, Smith has found that they're most often handled by the finance department and not even considered from a credit standpoint. Often they are bundled with other bank fees and never broken out.

     

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