PANDEMIA: COMO DIMINUIR A INADIMPLÊNCIA DOS CLIENTES?
Diminuir a inadimplência é um desafio, ainda mais agora.
Atualmente, estamos passando por uma crise financeira e, inevitavelmente, tendo problemas com o grande número de pessoas que estão ficando inadimplentes.
E sabemos que essa é uma grande dificuldade das empresas, pois se trata de um momento delicado, ocasionado por uma pandemia.
Mas o que fazer em uma situação como esta? Como diminuir a inadimplência?
Pensando sobre esse tema, resolvemos fazer este post para ajudar o seu negócio a enfrentar a inadimplência neste momento tão difícil, mas, ainda assim, mantendo saudável seu fluxo de caixa e seus clientes.
Como a inadimplência pode afetar a sua empresa?
A inadimplência pode afetar muito o seu negócio e, por isso, é importante estar atento a todo momento, já que quanto mais clientes devedores, menos dinheiro entra no caixa.
Essa redução de receita, pode acabar resultando em mais despesas, pois a sua empresa não terá o dinheiro necessário para cumprir com todas as obrigações, podendo se tornar inadimplente a qualquer momento.
Ou seja, a inadimplência se torna um grande problema para o consumidor, que corre o risco de ter seu nome negativado e ainda ficar sem crédito no mercado, e para a sua empresa que pode adquirir dívidas.
Portanto, é imprescindível que a sua empresa adote medidas de prevenção e, também, de contenção para tentar minimizar os impactos da inadimplência no cotidiano.
Dicas que vão ajudar a prevenir a inadimplência
A sua empresa pode contar com algumas medidas que vão ajudar a prevenir a inadimplência. Claramente, elas não anulam a possibilidade de haver inadimplência no seu negócio, mas podem diminuir bastante as possibilidades de isso vir a acontecer.
Então, confira as dicas que separamos para você:
1 – Incentive os seus clientes a pagarem à vista ou com cartão de crédito
Uma empresa que oferta diversas formas de pagamento para seus clientes, automaticamente, está à frente dos seus concorrentes no mercado. Porém, é necessário analisar se essa ação está beneficiando o seu negócio.
As vendas a prazo tendem a chamar a atenção dos consumidores, mas elas também demandam maior atenção da área de cobrança, pois o risco de não receber o pagamento acaba sendo um pouco maior.
Logo, a sua empresa pode dar preferência para parcelamentos no cartão de crédito, já que com ele o pagamento estará assegurado. Mesmo que o cliente deixe de realizar o pagamento da fatura deste cartão, a sua empresa vai receber o dinheiro do produto ou serviço prestado.
Contudo, é necessário analisar se a sua empresa tem o capital de giro necessário para suportar vendas como essas e se as operadoras de cartão de crédito possuem taxas acessíveis.
Aproveite para incentivar os seus consumidores a pagarem à vista também, oferecendo desconto nesse meio de pagamento.
2 – Utilize lembretes para informar o seu cliente
Existem muitos tipos de cobrança que a sua empresa pode utilizar em seus processos, mas uma muita eficaz é a cobrança preventiva.
Você pode enviar um E-mail, WhatsApp ou mesmo SMS para lembrar o cliente de que o vencimento de uma determinada dívida está próximo.
Esse é um método que vai ajudar aquelas pessoas que são mais esquecidas e que muitas vezes não possuem suas contas bem organizadas no cotidiano.
Para que essa dica funcione, você precisa entender que se trata de um lembrete mesmo, e não de uma cobrança. Por isso, utilize uma linguagem mais amigável e simpática para não constranger seus clientes.
Exemplo: Olá José! A fatura do seu cartão de crédito, no valor de xx reais, vence no dia xx. Para realizar o pagamento, acesse a sua fatura em xxx.
3 -Tenha benefícios para os seus clientes que pagam em dia
Sabemos que pagar as contas é uma obrigação, mas você pode estreitar as relações com os seus clientes que sempre pagam em dia, oferecendo um benefício para que eles sejam motivados a continuar dessa maneira.
Neste momento de crise, é muito importante que a sua empresa possa contar com consumidores que quitam suas dívidas antecipadamente ou no dia do vencimento.
O benefício pode ser um desconto para quem pagar as contas com antecipação ou você pode ter um sistema de pontos, cartão fidelidade. Ações que incentivem o seu cliente cada vez mais.
E não pense que somente os seus clientes ganharão com isso, pois manter os seus bons pagadores é um grande benefício para a sua empresa também.
4 – Faça negócios, mas com contratos
Para empresas que trabalham com produtos ou serviços que custam mais caro, essa é uma ótima dica. Fechar negócios através de contratos, faz com que o seu cliente não queira ficar inadimplente, pois custará ainda mais para o bolso dele.
Ao redigir um contrato, deixe bem claro qual será a multa por falta de pagamento, pois, ao concordar em adquirir o seu produto ou serviço, seu cliente estará ciente e isso fará com que ele cumpra com o acordo e pague a dívida em dia.
E, além de tudo isso, o contrato se torna um comprovante, ou seja, caso o cliente não pague, fica mais fácil cobrar essa dívida na Justiça, se for necessário.
5 – Mostre para o seu cliente o quanto você é importante para ele
Quando a situação fica difícil, ainda mais com uma crise financeira, muitas pessoas precisam optar por quais serviços elas vão continuar utilizando, quais produtos serão mantidos em seus cotidianos.
E, por isso, é essencial que você faça os seus clientes perceberam o quanto a sua empresa é importante para cada um deles. Isso vai fazer com eles priorizem o seu produto ou serviço, e mantenham o seu negócio em suas listas de pagamentos.
De maneira personalizada, você pode enviar um e-mail demonstrando o valor do seu produto ou serviço, quais os diferenciais, ter preços exclusivos para esse período, pedir para que o seu time entre em contato e converse com eles. Explore a sua criatividade para demonstrar o seu potencial.
Dicas para diminuir a inadimplência
Cobrar um cliente nunca é uma tarefa fácil. A sua empresa precisa estabelecer métodos que sejam eficazes, mas que também reforcem o elo com seus clientes, mantendo a fidelização.
Além de utilizar excelentes técnicas para cobrar um cliente, você também pode escolher se irá realizar uma cobrança empresarial extrajudicial ou judicial e utilizar um bom sistema de cobrança.
Enfim, existem muitas ações que podem ser utilizadas para diminuir a inadimplência na sua empresa. E, sendo assim, temos algumas dicas que vão ser muito eficazes no momento de cobrar um cliente em tempos de crise como esse. Veja só:
1 – Negocie com seus clientes para diminuir a inadimplência
Em tempos de crise, será muito comum que os clientes falem sobre a falta de condições para honrar com seus compromissos.
Tenha em vista que também será necessário preparar margens de preço para casos em que haja contestação. Prepare o seu time para as possíveis desculpas e os deixe cientes de que condições poderão ser ofertadas para que o pagamento seja realizado e o cancelamento evitado.
Também é importante conversar com a sua equipe em que casos a tabela de preços especiais deverá ser utilizada. Sabemos que todo o processo de recuperação de dívidas pode contar com descontos/abatimentos, mas é preciso estabelecer em quais situações esses recursos serão usados.
Quanto ao atendimento desses clientes, oriente as pessoas a serem mais empáticas, já que seu time de cobrança vai acabar ouvindo histórias tristes e problemas. Uma conversa amigável e empática pode ajudar a aumentar a eficiência e resultar no pagamento da dívida, sem gerar problemas.
E, além de tudo isso, os oriente a nunca ofertar de primeira as novas condições de descontos ao cobrar um cliente. Essa atitude fará com que o cliente pense que a sua empresa está só querendo receber e ignorando o relacionamento que vocês possuem.
2 – Não existe cobrança sem dados atualizados
Muitas são as vantagens de um sistema de cobrança, não é mesmo? Várias operações já contam com uma rotina de atualização dos dados cadastrais e muitos pontos de contato com o cliente.
Contudo, é muito importante que a sua empresa conte com ferramentas de alta tecnologia para apoiar o processo de enriquecimento e higienização das informações encontradas em sua base, principalmente quando for o momento de localizar os devedores.
O SPC Brasil conta com soluções que podem ajudar o seu negócio a enriquecer e analisar a sua base de devedores de maneira prática e muito eficiente.
3 – Utilize diferentes canais para cobrar um cliente
Um canal muito usado entre as operadoras de cobrança é a ligação telefônica, mas o seu negócio pode fazer uso de outros canais.
Ao utilizar apenas o contato telefônico, a sua empresa diminui muito as chances, já que as pessoas não costumam atender. Utilizar o SMS pode fazer o seu negócio ter uma taxa de entrega bem mais alta e eficiente.
A sua empresa pode utilizar o WhatsApp para começar o processo de negociação com seus clientes. Essa ferramenta já vem sendo muito utilizada por facilitar o relacionamento e a interação, além de ajudar a tornar o contato mais humanizado. Porém, deve-se ter um pouco de atenção, pois uma boa prática, para manter a qualidade em sua rotina de cobrança, é realizar o registro e manter um histórico de negociação.
Esperamos que todas as dicas ajudem a sua empresa a diminuir o índice de inadimplência e que o seu negócio passe a ter excelentes resultados na área de cobrança.
https://www.spcbrasil.org.br/imprensa/noticia/7327
Fonte: CDL São Paulo
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