Page 260 - Drive First Gear Complete - Web

ACCOUNT

MANAGEMENT

Identify and Solve Customer Payment Problems

RESPONDING TO OUR CUSTOMER'S NEEDS (CONTINUED)
For each type of customer need, try and list two ideas on how you can positively
influence the customer's behavior.

1.
Service Delays
2.

3.
Overloaded
4.

Rental Agreement 5.
Setup WELCOME & ORIENTATION / TRAINING ROADMAP
6.

Pay Schedule 7.
Conflict 8.

Did You Know?
It is easier to keep a good
habit going than it is to
change a bad one.
Try using statements that
reinforce on-time payments.
For example:
When WE have done something that causes bad
• "We need more customers
habits for our customers, it is imperative that we
like you, Mr. Jun!"
try to fix it as quickly as possible. In most of the
• "It’ s always a pleasure
previous page's examples, we could have avoided
to see you, Ms. Jones."
non-renewal behavior by simply paying close
attention to our customer’s needs, abilities and
• "You are right on
expectations. Ask yourself before you reach out
schedule, Mrs.
to each past-due customer: “Is this a payment
Morales."
default or a payment ‘WE-fault’?”
You can easily avoid these situations, but if you
realize that we have turned a good customer
into a non-renewing customer, it’s up to you to
take responsibility—contact the customer and
behavior.
make it right, thereby driving the right customer

259
259 260

Drive_First_Gear_vF2-0_Day6.indd 259 7/28/2015 10:24:35 AM