When it comes to the reason a bill wasn’t paid on time, customers often have a few go-to excuses they rely on. Here are two of the most common, as well as ways to handle them effectively.
1. “We can’t pay you today … but we’ll be able to very soon.”
How to handle it: In this case, the payment is already past due, so you’re well within your rights to demand payment right there. Try putting it like this, “The payment was due on – X-date – and we need an immediate payment.” To make it as simple as possible, ask for the check to be overnighted via FedEx or UPS.
2. “Oh, we already paid for that.”
How to handle it: Here, you’ll want to avoid asking the customer for a check date and number. That will likely result in you getting placed on hold or even lied to, which will ultimately slow up the whole payment process. Instead, tell the customer you have no record of receiving that payment.
3. “We didn’t receive an invoice.”
How to handle it: Calmly recite the address the bill was sent to and ask the customer if it’s correct. Then ask if the person who signed off on the purchase still works there. Odds are, you’ll get a yes to both inquiries.
Readers, how do you handle payment excuses from your customers?