How many different types of customers do you have? The way I see it, the credit department has at least three customers: (1) The Sales Department, (2) their Company’s Senior Management, and (3) The Customer. Business gurus may differ in opinions and approaches to customer focus and customer orientation, but these truths about customers are timeless:
- Customers have choices.
- Customers have expectations.
- Customers have influence.
- When your customer has a request or a problem, they expect your response to be timely.
- Customers expect to interact with knowledgeable and professional credit team members, and that the information they receive will be accurate and helpful.
Do you know what your Customers want? Do you provide everything they need? Can you provide better or faster service to your internal customers [meaning to Sales and Senior Management]? If so, when will you start doing so? And is there any reason you cannot start today?
As always, I welcome your feedback as well as your questions, comments and constructive criticism.
Michael is the author of the Encyclopedia of Credit (www.encyclopediaofcredit.com), a free, fast, internet resource for credit and collection professionals. He is a consultant, and the author of “Credit and Collection Forms and Procedures Manual” as well as a frequent instructor at CMA-sponsored educational events. He can be contacted at 949-584-9685.