Email Collections: Dos and Don'ts

Association of Business Training
September 20, 2013 — 1,039 views  

Email collection refers to the collection of payments and reminders regarding pending or arriving payment dates via email. In these emails, it is important for a business to understand that while their customers are extremely important, you cannot let them become lax with payments. There are certain tips that you could follow to ensure that you do not have to run around too much to get your dues.

The Dos of Business Emails

In your email communication, remember that you have to be assertive. If you send an email that is worded unprofessionally, you will not be taken seriously. Also, remember to refrain from using any aggressive language or connotation. If you appear aggressive, then you will lose your consumer loyalty, and people will start purchasing from competitive firms. The way you can do this is by first avoiding putting in apologies.

Do not give your customer the chance to think that you are sorry for the inconvenience of the mails. If buyers go back on their payments, it is their responsibility and they have to know that they are accountable for such actions. With regard to such pending dues, collection has to be done at once. This means that you should make the buyer aware of all the past dues that exist in the emails you send.

Do not send reminders for just recent bills that have not been paid. Also, it is perfectly fine to mention that you will be forced to cut off services beyond a certain point. Once again, avoid aggression. All you have to mention is the date by which the payment should be made and the number of days following which you will have to stop providing the services if the bills are still pending.

A good way to prevent such delays in payment is to have a backup where there is a co-buyer involved in the process. A co-buyer generally refers to the buyer’s spouse or relative so that if payment is not made on time, you can forward the same collection email to the co-buyer as well. Even if this causes a certain amount of inconvenience, you will get your payment on time and therefore you will be able to manage your accounts properly without having to resort to putting statements in the ‘bad debts’ section.

The Don’ts of Business Emails

Try to avoid monthly payments. The reason behind this is that most customers are unable to give in monthly payments due to a number of reasons. Monthly payments usually involve a larger amount; therefore, it is better to have policies where payments are made every two weeks. With payments made every fortnight, regularity will be more evident because of the smaller value. Also the more frequent the payment is, the less chance that people will default on it.

Make it a point to avoid sending letters for collection. The email does a good enough job of the same. Letters are generally ignored because of how passive they seem. Instead, call the customer after you have sent a collection email.

Association of Business Training