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Chapter 7Persuasive Messages
Collection messages
Nelly R. EmersonBusiness Communications
Collecting money for the products or services that you sell is critical to the successful
operation of a business.
How to create a collection messages?
Two goals of collection policy:
To collect the money that is owed.
To preserve goodwill with the customer.
Collection policies
The policies must reflect state regulations and the criteria established by the Fair Debt Collection Practices Act of 1978.
Apply to spokenand written
message.
Initial invoice that accompanies goods and services
should clearly state
What is owedWhen payment
is expected
Where to mail the check
Example of an Initial Invoice
What is owed
Payment Instructions
Where to mail the check
Usually the due date is 30 days
from the invoice date.
Collection messages are an integral part of company’s collection process, and they should:
o Follow federal and state collection regulations o Be sent at regular intervals o Use an appropriate organizational pattern and
message strategy for each collection stage.
When a debt has not been paid by the due date, systematic follow-up is necessary.
Three stages of Collection messages
Final-stageIt is an ultimatum and is prepared in the direct pattern of
organization.
Middle-StageIt is a persuasive message.
Initial-StageA routine reminder written in the direct pattern.
Initial- Stage
Assume that receiver intends to pay.
Send a reminder immediately after the payment deadline.
Send one or two friendly reminders.
Call the customer to determine the problem.
Middle-Stage
Open with a positive or neutral statement.
Explain objectively without accusation.
Point out the benefits of complying.
Make courteous request for action.
Final-Stage
Open with your course of action.Restate the details of the money owed and the
collection attempts made.Close with an assertive request for payment.
Thank You!
Reference:
Brantley & Miller. Effective Communication for Colleges 11th edition.