Chapter 7Persuasive Messages

Collection messages

Nelly R. EmersonBusiness Communications

Collecting money for the products or services that you sell is critical to the successful

operation of a business.

How to create a collection messages?

Two goals of collection policy:

To collect the money that is owed.

To preserve goodwill with the customer.

Collection policies

The policies must reflect state regulations and the criteria established by the Fair Debt Collection Practices Act of 1978.

Apply to spokenand written

message.

Initial invoice that accompanies goods and services

should clearly state

What is owedWhen payment

is expected

Where to mail the check

Example of an Initial Invoice

What is owed

Payment Instructions

Where to mail the check

Usually the due date is 30 days

from the invoice date.

Collection messages are an integral part of company’s collection process, and they should:

o Follow federal and state collection regulations o Be sent at regular intervals o Use an appropriate organizational pattern and

message strategy for each collection stage.

When a debt has not been paid by the due date, systematic follow-up is necessary.

Three stages of Collection messages

Final-stageIt is an ultimatum and is prepared in the direct pattern of

organization.

Middle-StageIt is a persuasive message.

Initial-StageA routine reminder written in the direct pattern.

Initial- Stage

Assume that receiver intends to pay.

Send a reminder immediately after the payment deadline.

Send one or two friendly reminders.

Call the customer to determine the problem.

Middle-Stage

Open with a positive or neutral statement.

Explain objectively without accusation.

Point out the benefits of complying.

Make courteous request for action.

Final-Stage

Open with your course of action.Restate the details of the money owed and the

collection attempts made.Close with an assertive request for payment.

Thank You!

Reference:

Brantley & Miller. Effective Communication for Colleges 11th edition.