Equipment dunning skills: how to make customers take the initiative to pay off equipment arrears in a short time?

Background: Two customers bought equipment on 14, and there are still 3,000 yuan (a) and 9,000 yuan (b) unpaid. These two colleagues who took orders did it (I was still doing technology at that time), but because of post adjustment and regional division, there has been no dunning. I only got this information recently after clearing my account:

A: Miss Liu, who is in charge of purchasing self-use equipment, installed it at the end of 14, and went there once during the after-sales period 15. The frequency of equipment use is not high, and there is no problem. The amount owed is 5% quality guarantee of 3000 yuan.

B: Mr. Huang is one of the shareholders of the company. He is a distributor. The installation time was 65438+the end of 2004, and the actual delivery time was 65438+the end of April 2005. During this period, due to some problems raised by end users, the equipment was rectified twice. At present, the use situation is unknown, and the liability 10% quality guarantee fund is 9000.

After getting the information, I began to organize my speech and write it in my notebook. I started the process of telephone dunning, which was on February 24th.

1, dunning process of company a (one month)

First call:

Me: "Hello, Miss Liu, this is Xiao Zhang from * * Company. At present, I am taking over the business work of the company and preparing to pay a return visit to the equipment operation. I wonder how the * * equipment you bought at 14 is running at present? "

Liu: "Oh, that equipment is still in use. I'm not sure. "

Me: "It's like this! May I ask the contact information of the relevant person in charge of the equipment or production department? I will contact them to see if we need to maintain the equipment. "

Liu: "Well! Not for the time being. The equipment is ok. I'll call you if necessary. "

Me: "OK, you can contact me directly if you have any questions. I will send my contact information to your mobile phone later, please check it. "

Liu: "OK."

Me: "By the way, Miss Liu, there is another thing, that is, the company's finance found that there is still some unpaid warranty money for this equipment. I wonder if you are aware of this? "

Liu: "Really? I don't know. I'll contact you after checking with the financial department. "

Me: "All right."

Hang up the phone and I'll send him a private message right away. It happened to be Friday, and I sent a happy weekend message, but it didn't reply.

A week later, I called Liu again. He told me to check with the head office, and so on. The head office exists. At that time, a project leader of the head office took the lead in purchasing, but it was a contract directly docked by Liu's company.

Because I am not familiar with her temper and the specific operation process of the company, I can't call often, so I thought of sending happy weekend messages and some health messages. I didn't know until the morning of March 28th that the finance department would make a payment in the afternoon and asked me to send her the collection information.

After I sent the information to her fax machine, I called her immediately to thank her for her work. As a result, Miss Liu said smoothly: Thank you. Scared me, so I asked why. It turned out that I sent a short message on March 24th: "Hello XX, sweet potato with red skin and red heart is good for qi and blood. It can be compared with jujube, and it is not as easy to get damp and hot as jujube. Sweet potato is good for the spleen and stomach. Children's spleen and stomach are delicate and need sweet potatoes to supplement them. Have a nice weekend, XX. "

It happened that her baby had flatulence. After seeing the news, she went to ask the "Du Niang" and gave it to the baby for a few days. The baby stopped flatulence on the 27th, so she called me on the 28th to tell me about the payment.

I am deeply gratified that after a month of communication, the arrears for three years have been successfully recovered. After all, I haven't seen Miss Liu, and I don't know what I like, so I can't collect money through other channels. Of course, sending these messages is a little small. Mobile phone plus WeChat knows that the baby is not very old, so texting mainly uses baby information, which is very rewarding.

2. The dunning process of Company B (one month)

First call b:

Me: "Hello, Manager Huang! I'm Xiao Zhang from XX Company, and I'm taking over the company's business at present. During the reconciliation, the Finance Department found that 14 had not paid part of the quality guarantee for a piece of equipment that cooperated with your company. "

Huang: "Really? How many? "

Me: "Not much, there are still 9,000 yuan."

Huang: "Oh, I see. I'll check it out. "

Dad, hang up the phone! Out of courtesy, I sent him personal information and happy weekend information, but I didn't receive any reply.

A week later, on Wednesday (3. 1), I was calling him:

Me: "Hello, Manager Huang, this is Xiao Zhang from XX Company."

Huang: "I know."

Me: "I don't know, Mr. Huang, have you checked the equipment?"

Huang: "I'm on a business trip these days. I'll talk about it when I come back."

Me: "OK, I don't know where Mr. Huang plans to go on a business trip. The weather in the north is not very good recently. Please bring as many warm clothes as possible when you go out. "

Huang: "I'm going to Guangzhou for an exhibition, and I'll talk about money when I come back."

Me: "OK, thank you, Manager Huang. Have a nice trip. "

After hanging up, check the weather in Guangzhou first and send it a short message about the weather changes in the next 15 days.

What should I do if there is a possibility of default on this payment due to poor communication by telephone twice?

A dead horse is a living horse doctor, and continue to send him short messages about happy weekend and health, and attach a short message about the weather in Guangzhou for 7 days. From 14, there will be a short message about the weather and flight operation in Guangzhou at 8: 00 every morning. I sent more than 30 short messages back and forth, and finally got a reply on the 25th. I'm going back to Shandong today. Please send me the financial statement and we will handle the payment for you.

Seconds back: Are you going to Jinan? Do you need to arrange a car to pick you up?

Huang: No, back to Yantai.

Me: Have a safe trip.

At noon on the 30 th, Huang called: "The money has been given to you, and it is estimated that it will arrive in the afternoon."

Me: "Thank you! Manager Huang. "

Huang: "Without your dunning, other salesmen make eight calls a day. You hope I can make you make money. "

Me: "I'm not afraid to bother you!" " "

Huang: "SMS doesn't bother! (Listen to joke) I became their weatherman. "

Me: "As long as you can use it."

Huang: "You boy, are you all right! Leave me a message after receiving the payment. "

Me: "Come on, Manager Huang."

At 4 o'clock in the afternoon, the finance department heard good news and received the money. Then I sent a short message to Mr. Huang to inform him that I had received the payment. Thanks again! Its reply is a word: good!

At present, there are 4.5 colleagues in the company who are urging arrears. Today, I am the only one who takes the lead in urging these two payments back. Colleagues' practice is to make a dunning call every few days, sometimes they will talk to customers, sometimes they will hang up directly, and even the words of prosecution appear, which are all effective results.

Personal analysis: as long as there is no problem with the equipment, the customer will not give money subjectively, but this matter can be delayed, after all, it needs to be paid. If we pay due attention to the needs of customers and show some goodwill, we may be able to solve this dilemma better.