Well, I have chosen Friday as the day for my first post, significant in two ways: it is predicted to be the hottest day of the year so far and I am leaving early to go to Monmouth to play golf (an annual trip with a bunch of school teachers).
Is this relevant to the world of Credit Control? There is a tenuous link I think:
Being a short day with time at a premium should help focus the mind on what really needs doing. Clearly not entirely true as I am sitting here typing this but it does also make me think of opportunities for efficiency, things that could be improved to make a 3.00pm escape the norm rather than a snatched luxury. Recently there have been several afternoons I would have rather spent by the river than in the office, which is where my connection comes in.
When collecting money, if you want to do it quickly without losing your customers, there is no substitute for a healthy relationship built over time. A relationship such as this cannot be built using email, too many of the senses are out of play to make it remotely possible. Face to face is best, but generally impractical so the next best thing is the telephone. So why is it, according to recent research, that most Credit Controllers spend on average 25% of their time actually on the telephone, the work that produces the results?
Is this because they are lazy and work-shy as a profession? As with any profession it has it’s share of pro coffee drinkers who are on Starbucks Christmas card list but I think I can say with some degree of certainty “no” In our experience we find peoples efforts are frustrated by poor systems and process. Companies are willing to pay buckets of cash on marketing and CRM systems but when it comes to that final step of collecting the cash a long list and a highlighter pen is considered sufficient. Sometimes a rule is allowed!
Why does this situation develop and persist? Often because people are so busy working “in” the process.
Occasionally, if one takes a little time to sit back and think about what they are doing, how they are doing it and why they are doing it that way, ideas for improvements will start to form.
Evey now and again taking a bit of time out to think; get away from the office for few hours and think about the things that could be changed to make things work a little better.
Our clients are lucky, they can work right up to the wire tonight, safe in the knowledge that I am taking this terrible burden away from them.
Have a great weekend!
Simon
YHT – Edwardo.