Collections

(Ana and Joy)

1. When doing collections please make sure you are entering notes on the computer of who did you talk to and what they say. Do not put MR. or MRS. we need the name.

2. If you had to leave a msg please add notes that you had to leave a msg and put an alert on your calendar to remind yourself to call the customer the next day.

3. If you call a customer and he is not happy with the services, please let them know that you are going to contact your supervisor and try contacting Ana or Tom and if they are not available let the customer know that they will be calling him/her back. Do not take payment until the customer talks to Ana or Tom.

4. If the customer is on a net 30 put an alert on your computer to remind him the invoice is due.

5. For the customers that have NET 30 on day 31 Ana needs to be notified that she must send an NTO. Please make sure you add these customers to the end-of-day report.

6. If the customer is not on any payment agreement after following instructions of the call and verifying that the customer received the invoice notified Ana so she can send the NTO.

7. After an NTO is sent out Ana has 15 days to put the lien on the customer's home/business and an additional fee will be added to it.

8. If a customer calls and Ana put notes that the lien was sent, please connect that customer with Ana and if she is not available take a number and she will call them back. Do not give any information out.

9. A report for the collections that are called that day needs to be completed and sent to Ana every day by 4 pm, with no exceptions.

Steps to take when you are doing collections. 

1. Please pull up the customer profile and read notes to make sure the customer was not contacted before and what was said.

2. If this is the first time you are calling the customer, please start by asking him if he received the invoice for the work that we completed and informing him/her what date the invoice is for.

3. Please make sure to look if the invoice that was sent to the customer and verifies the email that we sent it to.

4. If he received the email and opened it then we move forward asking him when we can be expecting the payment.

5. Make sure to put notes in the ST profile if he is going to send a check and give him 5 days before you call him back.

6. If he is paying by check also put an alert on your computer to check if the check came in and it was marked paid.

7. Always keep in mind that we want this customer to call again for our service and before we move forward to be hard on them, let’s find out what they are going through.