"I've called about your past due account," said Kerry Taylor of Quality Containers. "Is there a problem with the account?"

"I'll say. Your company seems unable to mail a proper invoice," replied Jack Rowley of FreshFoods, Inc. "When I receive a proper invoice, you'll get a check."

Taylor took down the specific information FreshFoods required on invoices and sent the new invoice by overnight delivery. She also noted in the customer's file to continue using the new billing format. Two days later she phoned again.

"We still haven't received a check from you for that overdue invoice," Taylor said. "Is there a problem?"

"You bet," Rowley replied. "The numbers didn't add up. We have down that we ordered 40 cases of your large frozen-food containers, but only received 35. I'm not paying this bill until we get this matter straight."

Taylor tracked the order through Customer Service and Shipping and found that the shipment had been packed in two loads, and that the 5 "missing" cases of containers had been delivered the next day. She had signatures showing FreshFoods' acceptance of all 40 cases. She called Rowley with this information and waited for a check. Three days later, she called again.

"Mr. Rowley, I've been more than patient with you," she said. "Surely there isn't another problem."

"My accounts payable person is out sick," Rowley replied. "I'll have a check for you on Monday."

What is Taylor doing wrong?

Click "Next" for the answer.

Answer and Analysis

Taylor's "problem" is that she consistently gives Rowley the opportunity to present a complaint.

She always asks the same question - "Is there a problem?"

A debtor who is looking for a way out of immediate payment will latch on to such opportunities quickly and find a problem to delay payment. Chances are Rowley purposefully failed to explain his company's invoice needs from the start to buy time. The odds are also good that he knew the delivery had been completed.

When calling customers, don't ask them if they need new invoices or other such leading questions. Keep your attention focused on payment and let them mention any problems they may be having on their own. There's no point in giving them an escape hatch they hadn't thought to use on their own!