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ACCOUNT

MANAGEMENT

Identify and Solve Customer Payment Problems

CUSTOMER BEHAVIOR

Let’s take a look at each of the reasons our customers pay late in more detail.

Customer behavior:

Customer behaviors that become problematic and contribute to late
payments include procrastination, bad habits, and impulsiveness.

• Procrastination: Procrastinators generally have good intentions, but may
we call. WELCOME & ORIENTATION / TRAINING ROADMAP
constantly break commitments simply because they wait to come in until

• Bad Habits: Some customers develop a habit of paying late—it hasn’t cost
them too much or there have been no real penalties, and so there’s no
harm done in their opinion. They often have the means to make a payment
on time; they just have no motivation, other than your voice on the phone,
to persuade them to make a payment on time.

• Impulsiveness: Impulsive buyers will overload themselves with debts /
make each week.
payments and will then pick and choose the payments they need or can

For each type of customer, try and list two ideas on how you can
positively influence the customer's behavior.

Procrastination 1. Procrastinator
ADVANCED ACCOUNT MANAGMENT / CUSTOMER PAYMENT PROBLEMS
2.

Bad Habits 3.

4.

Impulsiveness 5.

6. Bad Habits
Impulsive In these situations, it is important that you get to know your customers
Buyer influence positive behaviors.

and determine what will encourage them to come in. It’s hard to change
habits, but with positive reinforcement of on-time payments, we can

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