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Debt Diary: Collections

Mindset plays a pivotal role in the efficiency and success of any business process, including accounts receivable (A/R). Here are the limiting and growth beliefs associated with the A/R process:

Limiting Beliefs: Late Payments Are Inevitable 💳

  • A client believes that a certain percentage of late payments are just a part of doing business, so they don’t actively pursue overdue accounts.
  • The credit team assumes that certain industries or clients will always be late, so they don’t implement strict credit terms for them.
  • The team doesn’t update or change its follow-up methods because they think some clients will never respond promptly.

    Our Current A/R Process Is Good Enough 😅

  • Despite evidence of inefficiencies or areas of improvement, the credit team sticks to outdated methods because “it’s how it’s always been done.”
  • The team resists integrating new technologies or software that can streamline the A/R process because they’re comfortable with their current system.
  • Feedback or suggestions from team members about changing the process are ignored or not encouraged.

Confrontation Will Lead To Lost Business 📉

  • The credit department avoids addressing overdue accounts aggressively because they fear clients might take their business elsewhere.
  • The team hesitates to implement stricter payment terms or penalties for late payments thinking it might offend clients.
  • There’s a reluctance to involve higher-ups or legal means to address chronic late payers, believing it’s better to have some money coming in than none at all.

Debt Diary: Investigates

Every Challenge Is An Opportunity ✅

  • When faced with an unresponsive client, the credit team seeks to understand the root cause and thinks of tailored solutions, such as offering installment plans.
  • The team takes the initiative to attend workshops or training to better handle difficult accounts and scenarios.
  • Negative feedback or complaints are seen as a chance to refine the process and enhance client relationships.

Continuous Improvement Is Key 🗝️

  • The credit department regularly reviews and updates its A/R procedures to adapt to changing business environments.
  • They’re open to integrating technology, like AI or machine learning, to predict payment behaviors and streamline collection processes.
  • The team sets periodic goals to reduce outstanding debts and increase efficiency, celebrating small victories along the way.

Effective Communication Builds Trust 🗣️

  • The team believes in proactive communication, informing clients well in advance of due dates and addressing any concerns they might have.
  • They prioritize clarity in all communications, ensuring that invoices, terms, and follow-ups are transparent and understandable.
  • The department actively seeks feedback from clients on how the A/R process can be more collaborative and less confrontational.

In Summary

The mindset of a credit department plays a significant role in its efficacy. Limiting beliefs, such as accepting late payments as inevitable, fearing change, or avoiding confrontation, can hinder the A/R process.

On the other hand, adopting a growth mindset that views challenges as opportunities, emphasizes continuous improvement, and values clear communication can not only enhance the collection process but also foster stronger client relationships. Businesses should actively work to shift from limiting beliefs to growth-oriented ones for a more robust and efficient A/R system.

Looking for more insights related to the industry of Debt Collection? Listen to the The Debt Diary Podcast here!

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