A. Building a Positive Image
Creating a positive image of yourself and the company that began when the first collector to meet with consumers (starting from first impression). Consumers will feel embarrassed and respect the collectors are able to give a positive impression through things like the following:
1. Appearance
· Dressed in a clean and tidy
· If the charge to the office or agency, the jacket must be opened
· No longish hair and neatly combed
· Wear clothing that is clean and not many shades
· Wear proper shoes and socks
· There is the smell of sweat or smelly socks
2. Attitude Charge
· Say greetings (Assalamu alaikum, Good Morning / Afternoon / Evening / Night).
· Introduce yourself by calling his own name and the company name with a smile, especially during the first visit.
· Explain the purpose of visits to speech language well, clearly and politely. Never say "I have come to collect the motor installment father / mother", but explain using words that are more polite, for example:
I -Kedatangan installment in connection with a car / motorcycle father who is due today.
-I Want to tell you that today is the due date of payment of installments automobile / motorcycle father.
· Say something that is praise or admiration for what looks to be around the consumer's home, for example; good paintings, his home area, the environment is quite good and if necessary, mention one of the existing customers around the neighborhood as family or friends.
· Spend a little time talking with customers to create an atmosphere of intimate and familial and once the conversation was utilized to know more about the characteristics of the consumer.
· When about to take leave, you should shake hands with consumers while back to say hello.
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A collector must understand about what should be done, how the techniques of proper billing and should be how to act in order to obtain optimal results billing. For that a collector should have sufficient knowledge and ability both in matters as follows:
1. Basic Knowledge
Knowing the outline of the company's business financing
Understanding job description / description of duties and responsibilities as a collector
Knowing the target / target bill to be achieved until the end of the month
Understanding the effects that arise if consumers do not make timely payments, either against themselves, the company or to the consumer itself
Understanding the system of reward and punishment applicable according to the rules
Understand the rules, workflow and bureaucracy prevailing in the company
Control the whole area of billing
Know the cultural background (ethnic), social status and characteristics of the consumer or the local community
Know the influential parties (positf / negative) in the local community
2. Capability Analysis
a) Notice consumer payment trends from month to month is always on time, start delay or start stalled. If the start delay let alone to hiccup should be sought immediately know what the cause and calculated how big influence on collection targets to be achieved.
b) Create Classification of consumers every month who analyzed based payment record, capacity, kharakter and economic conditions / business customers and divided into three groups, namely; A. Definitely pay (on time / delay), B. Pay with several visits, C. Doubtful.
c) Calculate the approximate number of bills that certainly paid (A and B).
d) Calculate the load amount receivable / target you (how many customers, how many receipts and how much nominal / amount in rupiah), then calculate how much money should also doubtful that the expected target can be achieved, for example; Target 98%.
e) Make a prediction success rate will be obtained from the consumers for which payment is still undecided, particularly consumers in arrears in the previous month, and add to the prediction of the payment must have been like in point c above. Then compare the return with the target to be achieved.
f) If the points c and e above have not been able to meet the target as expected, it must be re-analysis to determine additional target next realization of consumers for which payment is doubtful and serve as the focus of intensive collection in the month.
g) Think of persuasion that would be taken in dealing with consumers hesitant which is the focus of intensive billing in order to work well, such as providing a warning letter, the summons to the office, ask for assistance from the superior even to plan the withdrawal of collateral.
h) Make collection performance this month (following all the efforts that have been made) as a reflection in determining treatment plans for collection next month, including in anticipation of the possible emergence of new problems in the near future.
3. Technical Capability
Classification create a collection action to be executed, for example; where consumers can be charged only by telephone, which can be charged with a single visit, which should be given SP, which should require assistance, which must be submitted to an external and an act other plans that are considered more effective.
Plan a daily schedule of visits based on the priority scale. Priority visits arranged with a view; ordinary consumers who pay on time, customers who already have an appointment, consumers who are maturing today, consumers who are new consumers who are overdue and should be followed up or need to be tracked.
Set billing efficient route taking into account the distance and the vast area of billing and the exact time of the visit (timing) based on consumer habits at home.
Speak to consumers clearly and decisively by taking into account cultural background and characteristics of the consumer, so that the message can actually be understood and can be implemented according to the agreement (to be spoken via telephone or face to face).
Affirm repeatedly to consumers that the due date indicated on the receipt is the deadline for payment of monthly installments.
Explain the consequences that would arise if consumers want delinquent installment by saying things such as the following:
1. Mr / Ms will be subject to a penalty of 0.3% per day from the amount of installments and if it accumulates until a few days the amount will be pretty big.
2. If Mr / Mrs often do not pay on time, then Mr. / Ms will have a record as a consumer who is not good and will get listed in the black list in all consumer finance companies and banks.
3. If Mr. / Ms do not pay on time then I will be subject to sanctions from office because konduite I judged to be good. I do not want to subject to sanctions as Mr / Ms do not pay on time.
4. Business or businesses or transportation father / mother and family must have seemed more smoothly and comfortably with the vehicle received a credit facility. So the obligation Mr. / Ms in paying installments must also be considered in order to keep it running smoothly and on time.
Do not easily accept empty promises of consumers especially the promise of pay retreat over 7 days from the due date. Collectors must be able to make a deal with consumers for payments made in accordance with the date specified by the collector itself (dead line set maximum 5-7 days) from the date of maturity.
This tolerance is also only be given to consumers who matured at the beginning of the month to mid-month. While the consumers are maturing at the end of the month (date 20 s / d 25), delay of payment can only be given a maximum of 3 days or until the cut-off date.
Tell consumers make a statement of payment according to the agreed date and must be confirmed next month to pay on time.
Give warning letters to consumers who do not fulfill the promise of payment in accordance with procedures in force.
1. 7-14 days: SP 1
2. 15-21 days: SP 2
3. 21-27 days: SP 3
When in doubt with consumers because of economic conditions (capacity) or the characters are not good, then as far as possible the vehicle as collateral loans taken out to work with surrogate status and tell customers to come to the office to get it done within 3 working days. Give a receipt for the vehicle being drawn and write down the address and office telephone number clearly.
If the vehicle is no longer in the hands of the consumer, then the collector should be able to dig up the information that is clear where the vehicle is located and how their status; whether pawned, unilateral control over, used the family or concerned merely on behalf of the credit starting from scratch. Information on the status / position of the vehicle that is not in the hands of consumers should be immediately reported to Spv.Collection.
If found cases where the vehicle has been pawned or diover guarantee unilaterally, then the remedies or demand accountability remains difocuskan to consumers is concerned. Consumers must be confronted with the party that controls the vehicle and discussed solutions (possibly take over). But if the vehicle in lien status, then as far as possible the vehicle to be towed.
If the vehicle was in the hands of others but installment payments are still running well, collectors have to find out who actually do the installment payments. If consumers are just as the name and payments made by users of the vehicle, it must be advised to do the process over officially over.
If the consumer does not see you on the first visit and HP could not be contacted, the collector must gather information from the environment / neighbors, what time is usually the person at home, whether relevant to properly wear the vehicle as stated in the copy of the contract or a receipt, what is really the work of The, etc.
Special towards new customers, collectors should be able to suppress consumer payments in a timely manner, because it is so important and become a benchmark for the consumer for the payment of the next installment. Tips to manage collection:
Ø Face consumers with confidence and do not ever feel yourself lower than the consumer even if the consumer is relatively wealthy or officials. Keep in mind that the consumer is in a "debt" on our company.
Ø Focus on targets and results to be achieved.
Ø Do not give the opportunity for consumers to stalling payments.
Ø Do not lose the argument / diplomacy with consumers.
Ø Never accept gifts of any kind from consumers.
Ø Never put off visits to customers who always pay on time.
Ø Keep the phone number (hp) consumers and send sms a day before the visit (especially consumers smoothly).
Ø Consumers often delay payment should not in follow-up via phone, but should immediately visit.
Ø Consumers are considered problematic should be treated more intensively. If it is difficult to find relevant, it should be visited at night or early in the morning before departing consumers or on Sundays / holidays.
Ø Ask the troubled consumer applications folder to the administration to see the complete data. Record and take advantage of these data to assist the tracking of consumers who disappeared, such as data guarantor, address school children, home, etc.
Ø It should be understood that the collector due date indicated on the receipt is the last limit consumer must make a payment, not as the starting date for charging. Thus, consumers can actually billed installments / warned a few days before the maturity date.
Motto of the collector handle is:
Better tired once in a while to solve the problem of the tired consumers continue for months taking care of the same consumer.
Once met with consumers who already problematic there must be a settlement that is total and complete (lobbying and negotiation must be strong). C. Personality Reliable
For optimal results, to be supported by human resources with adequate skills and a strong personality.
The characteristics of collector reliable are:
Confident, confidence and daring.
Focus on achieving targe
Disciplined and responsible
Have high initiative
There is the nature of a high sense (sense of belonging
Clever strategy / tactical action
Able to negotiate well and win
Have a high fighting spirit (not a quitter, not whiny)
Honest, trustworthy / integrity
Always trying to improve the knowledge and ability
Ambition to go forward / pursuing a career
Has a fairly strong sixth sense (instinct / intuition)
To cooperate with other friends (team work)
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