Creditors’ Rights 21
A: If the initial refusal to pay may be a result of a quality problem, you may send in a salesperson (or others who can help solve the problem).
If the salesperson doesn’t have any luck (and the reason for non-payment is not valid), use a collector who is experienced with excuses from debtors.
If there is no reasonable reason for non-payment, a salesperson should not double as a collector on past due accounts. Salespeople are relationship-oriented and aren’t predisposed to taking a tough line; your bookkeeper may be the perfect person.
The bottom line is to have a system in place to train the right employees to serve as your internal collectors so you can be sure relationships remain on a professional level.