Getting late-payers to square up can be hard enough, but with a pushy gatekeeper blocking A/R’s path to the right person, getting paid can be next to impossible.
Fortunately, there are a few proven tricks to keep Collections focused on what matters most: getting paid.
Here’s something to pass along to your A/R staff when they’re running into problems with a late-paying customer’s gatekeeper:
- After calling the customer’s general number and getting a gatekeeper, immediately ask for the A/R department (a department without gatekeepers).
- When someone picks up, tell him or her that you must’ve been transferred to the wrong department — then pause.
- The A/R rep will probably suggest someone better-suited to help (Credit exec, etc.) so then ask, “What’s his extension? Can you transfer me?”
Seeing the A/R department displayed on his phone, the Credit exec is more apt to pick up the phone. Even if he doesn’t pick up, at least you have the direct number — and your A/R can keep hounding him until he does.