This system collected TOO MUCH money …

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This system collected TOO MUCH money …

why aren’t YOU using a payment gateway?BACKGROUND
Orthodontic Practice. 8 branches. Most parents chose to pay monthly. They were sent a monthly coupon book.

Of course, many parents forgot or “overlooked” their payments so Fiona (Receptionist at Head Office) had to chase up any late payers. And there were many – every month. An onerous and unpleasant task. Many hours were spent each week doing this.

We created a “New Patient Folder”. After the initial consultation, parents are now taken into a separate room by a “Treatment Co-Ordinator” (TC) where they’re given the paperwork in this folder – piece by piece.

It contains a
* “Welcome to the practice as a new patient” letter,
* “How to care for your teeth” leaflet,
* “About the practice” brochure,
* “How to claim Medical Benefits” handout,
* “Tax Implications” leaflet,
* “Preferred Payments Options” (PPO) form, and
* Direct Debit (DD) form. (we organised this through a Direct Debit Company for them)

When the TC gets to the PPO form, she asks the parent if they’d like to pay for the full treatment “up front” (they get a small discount if they do) or to pay monthly.

About 90% opt to pay monthly.

At that point she simply goes to the DD form, starts filling in the parents details and asks
“Would you like payments taken out of your bank account or a credit card?”.

A few don’t like the idea, so, they’re sent the old coupon books. (And they’re the ones Fiona’s probably chasing right now!!) But most DO select to pay either from their bank account or from a credit card. Why? Because that’s the way things are done here and some of their details have already been put on the form. AND, most people don’t like to rock the boat.

We introduced this new process in May one year. Six months later, in November, I took a call from John X, the owner of the practice. He wanted to complain about the new procedure, which, to the best of my knowledge was working brilliantly. I could prove that
1 bankings were up – for all 8 branches,
2 delinquencies were down,
3 Fiona was making less calls each month to chase those parents who still had coupons, and
4 there was much less administration time being spent on accounts.

So, why was John calling?
Michael, every November we have a big push on debtors. We need to get in as much money as we can to cover for the slow Christmas period. This year, there’s nothing to collect, almost everyone’s paying on time!

See their Case Study here.

By | 2020-04-06T06:32:49+00:00 April 13th, 2017|Uncategorized|0 Comments

About the Author:

Have you ever wondered why a client does business with you and then ignores your invoice like they had no intention of paying it in the first place or they treat you like their own personal line of credit, leaving YOU dangling, waiting months for their payment? Unfortunately this situation is all too common and can even be puzzling for the most experienced business owner. If you’ve ever had to handle outstanding accounts or you are just so over non-payers, then we can help. Real-world skills, solutions, tips & strategies to get more accounts paid on time, and, most importantly, how to maintain customer goodwill while keeping YOUR cash flow in the positive. You will find the blog posts helpful but to get real results, contact us by using any of the forms on this site, by email or by phone. I’ve been involved in the management of accounts for over 30 years, heard every excuse in the book, can spot a non-payer at 20 paces. Finance Companies in the 70s (systematic, tough), professional firms in the 80s (no systems, too gentle) and, since then, just about every other sort of business you can think of. I’ve written books on the topic, spoken all over the place about it and the blog in this website is my way of “giving back”. I hope you find it helpful.

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