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Entrepreneur's Journal: What to do when your customers don't pay

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It's a common problem in today's tough economy: some customers are simply not paying their bills. Thus, business owners need to get up to speed on the ugly business of collections.

OK, so what are some best practices? Let's take a look:

Understand your collection cycle: With any accounting package, you can put together an accounts receivable aging measure. Essentially, this gives you a breakdown of how long it takes your customers to pay. It's a good idea to have at least a year's worth of the aging (note that there may be some seasonality in the data). With this, you can better gauge when there are danger signs with customers.

Escalate: "If you notice customers are not paying when they typically do according to your aging trends," says Dr. Devin A. Jopp, Chief Operating Officer of SCORE, Counselors to America's Small Business, "then you need to act quickly. The first step is to make a call and find out why."

For example, the customer may be experiencing trouble and needs a payment plan.

However, you still need to be vigilant. If the customer continues to not pay, then you might want to send a letter. The last resort is to go to a collection agency. Keep in mind that at this point you'll probably only get pennies on the dollar for the outstanding receivables.

"Persistence is key," said Michelle Dunn, an expert on collections and the author of the Ultimate Credit and Collections Handbook. "I would put a deadline on when you want to get paid."

Resources: There are some helpful tools for dealing with non-paying customers. For example, Intuit (Nasdaq: INTU) has a product, called BillingManager, which helps manage the process. It even has the ability to take credit cards from an email notice.

But, for the most part, such things are no replacement for tough work. "Entrepreneurs want to produce and sell things," said Jopp, "not call for money. It's grunt work. But it is also necessary to run a successful business."

Tom Taulli is the author of various books, including The Complete M&A Handbook and The Streetsmart Guide to Short Selling: Techniques the Pros Use to Profit in Any Market. He is also the founder of BizEquity, a valuation website.

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Last updated: November 10, 2009: 04:53 PM

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