Visiting a customer, one-on-one, is a great idea to build rapport. In fact, if you make the effort to build a solid relationship, you’re less likely to encounter past dues with that customer in the future. It’s one way of keeping you front and center so your invoice ends up at the top of the heap of bills to pay.

But if you’re purpose for your visit is to collect money owed, that’s a different kind of visit. There are things you must do in advance if you want to walk out of the office with a check in your hand.

Update the Customer File

If you’re to the point of making a physical visit to collect, it’s safe to assume you’ve made phone calls and sent letters to no avail. And since that’s the case, it’s also safe to assume you need to be prepared for some push back in your meeting. This is all the more reason to update the file, organize it, and study it before you head out the door.

You may find a quick visit to your customer’s website will bring you up to speed on the basics like new personnel or title changes as well as verification of phone numbers and addresses. That’s a good place to start.

Make sure you have copies of every invoice, reminder letters, emails, and notes made of conversations in the file. Depending on how you organize and what works for you, you may find it useful to have the documents in chronological order, highlighting dates and times with a highlighter.

Keep in mind this includes documentation you know you’ve already sent to them. In order to be prepared for the excuse that they never received the invoice or collection letter, have a copy to hand to them for them to read and keep.

Bullet Point the Facts

You may find it helpful to have the basic facts on a bullet point list at the front of the file. The list should include:

• How much is due
• How many invoices are outstanding
• Dates of each late invoice
• Names of contact persons you’ve spoken to about this
• Dates and times of previous discussions
• Past promises to pay including dates
• An account of your attempts at follow-up (emails, letters, phone calls)

Plan Your Conversation

Collection conversations are best approached by asking questions. You will learn the solution to the problem by finding out what’s at the core of non-payment.

Before the visit, list out the questions you want answered. Do your best to keep the conversation out of rabbit holes. You simply need the facts and to come up with the solution. Asking and listening will get you there.