{"id":1263,"date":"2012-08-02T11:44:56","date_gmt":"2012-08-02T16:44:56","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=1263"},"modified":"2012-08-02T11:44:56","modified_gmt":"2012-08-02T16:44:56","slug":"your-dollars-my-sense","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/","title":{"rendered":"Your Dollars. My Sense. (Q &amp; A with Captain Reman)"},"content":{"rendered":"<p><em>I get emails each week from dedicated readers looking for answers or help about their sales or service situations. Today, we&#8217;ve got a little <strong>green<\/strong> Q &amp; A that may relate to your business, your sales, or your company right now:<\/em><\/p>\n<hr \/>\n<p><em>Q: Captain, I have come across a few issues over the last few months and I\u2019m having a hard time of drawing a line between good customer service and helping a customer in order to build a relationship. At what point should a charge customer become COD because they are past due on their account?<img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-1267 alignright\" style=\"margin: 10px\" title=\"Reman U #73\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2012\/08\/Reman-U-73-300x300.jpg\" alt=\"\" width=\"300\" height=\"300\" \/><\/em><br \/>\nA: Establish a grace period (no more than 10 days), and explain to your customer that you\u2019re happy to keep selling to them, but they will need to pay on delivery for any new orders until the past due balance is cleared up.<br \/>\n<em>Q: If late fees are charged, do you allow a good customer to waive those fees even though their payment was not on time.<\/em><br \/>\nA: Absolutley. Fees suck. I hate paying them. You hate paying them. Let your accounting department keep putting them on the statements and use the late fees as leverage to collect, but be willing to waive them upon receipt of payment in full. You can always say something like, \u201cMy finance department is really tough \u2013 but I\u2019m sure I can get these waived for you if you pay me by XYZ date.\u201d<br \/>\n<em>Q: When discounts and rebates are tied to timely payment but payment is not made and discounts are taken how would you address?<\/em><br \/>\nA: Call and talk to the customer on a friendly basis. Just explain why you offer discounts for prompt payment and how you feel that you\u2019re being taken advantage of. Depending on how many days past the early pay date they are paying, I may not make such a big deal about it. A day or two is not the end of the world. If they are waiting until the outside due date (<em>like 30 days, for instance<\/em>) I would call and tell the customer that early pay is early pay. Either they pay early, or they pay in full. You can always threaten to remove the discount from their account altogether. In fact, this is one of the main reasons why I no longer offer discounts by default. I only allow them when asked\u2026and only if I trust the customer enough to play by the rules.<br \/>\n<em>Q: The issue I am running into, especially in this industry compared to others is that many shops need help financially. While we\u2019re not their personal ATM or line of credit to keep their business alive, without their orders we struggle to hit goals on our end. How would you handle things if a customer stopped paying their bill? What if it went to 90 days past due?<\/em><br \/>\nA: I would cut them off at 30 days past due. We would have had to establish some sort of payment plan that we both could live with. And, all other orders until the account is caught up would be COD. This may come as a surprise, but it\u2019s not a sale until the money is in your bank account. If you\u2019re \u201cselling\u201d to an account that won\u2019t be able to pay you, you\u2019re doing a disservice to yourself and your company.<br \/>\n<em>Q: What if you knew one of your customers started buying all of their reman trans from your competitor and only bought from you when others did not have. Would we keep our preferred pricing? At what point and how would this get addressed?<\/em><br \/>\nA: Immediately! If you have any type of relationship with your customer you should be there as soon as you caught wind of the switch. Rather than focusing on pulling the preferred pricing, I would look to uncover the reason for the switch. What went wrong? Why did you learn about this after the fact? Were there warning signs? Price or value? Don\u2019t threaten the discount (unless you have a very clearly defined tiered discount program that they signed up for in the first place). Instead, <strong>EARN<\/strong> the rest of the business back.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I get emails each week from dedicated readers looking for answers or help about their sales or service situations. Today, we&#8217;ve got a little green Q &amp; A that may relate to your business, your sales, or your company right now: Q: Captain, I have come across a few issues over the last few months [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":1267,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4],"tags":[20,134],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Your Dollars. My Sense. (Q &amp; A with Captain Reman) - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Your Dollars. My Sense. (Q &amp; A with Captain Reman) - REMANU\" \/>\n<meta property=\"og:description\" content=\"I get emails each week from dedicated readers looking for answers or help about their sales or service situations. Today, we&#8217;ve got a little green Q &amp; A that may relate to your business, your sales, or your company right now: Q: Captain, I have come across a few issues over the last few months [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/\" \/>\n<meta property=\"og:site_name\" content=\"REMANU\" \/>\n<meta property=\"article:published_time\" content=\"2012-08-02T16:44:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2012\/08\/Reman-U-73.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"413\" \/>\n\t<meta property=\"og:image:height\" content=\"413\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Captain Reman\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Captain Reman\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/\"},\"author\":{\"name\":\"Captain Reman\",\"@id\":\"https:\/\/etereman.com\/remanu\/#\/schema\/person\/213b286da986bf1999373572e4164d5a\"},\"headline\":\"Your Dollars. My Sense. (Q &amp; A with Captain Reman)\",\"datePublished\":\"2012-08-02T16:44:56+00:00\",\"dateModified\":\"2012-08-02T16:44:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/\"},\"wordCount\":710,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/etereman.com\/remanu\/#organization\"},\"keywords\":[\"customer service\",\"Q &amp; A\"],\"articleSection\":[\"Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/\",\"url\":\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/\",\"name\":\"Your Dollars. My Sense. (Q &amp; A with Captain Reman) - REMANU\",\"isPartOf\":{\"@id\":\"https:\/\/etereman.com\/remanu\/#website\"},\"datePublished\":\"2012-08-02T16:44:56+00:00\",\"dateModified\":\"2012-08-02T16:44:56+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/etereman.com\/remanu\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Your Dollars. My Sense. (Q &amp; A with Captain Reman)\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/etereman.com\/remanu\/#website\",\"url\":\"https:\/\/etereman.com\/remanu\/\",\"name\":\"REMANU\",\"description\":\"Just another ETE Reman | Remanufactured, Rebuilt & Used Auto Transmissions & Repair Sites site\",\"publisher\":{\"@id\":\"https:\/\/etereman.com\/remanu\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/etereman.com\/remanu\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/etereman.com\/remanu\/#organization\",\"name\":\"REMANU\",\"url\":\"https:\/\/etereman.com\/remanu\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/etereman.com\/remanu\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2019\/05\/cropped-remanu-1.png\",\"contentUrl\":\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2019\/05\/cropped-remanu-1.png\",\"width\":100,\"height\":100,\"caption\":\"REMANU\"},\"image\":{\"@id\":\"https:\/\/etereman.com\/remanu\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/etereman.com\/remanu\/#\/schema\/person\/213b286da986bf1999373572e4164d5a\",\"name\":\"Captain Reman\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/etereman.com\/remanu\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c866914773ffba9a4d0e7632d3511f5f?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c866914773ffba9a4d0e7632d3511f5f?s=96&d=mm&r=g\",\"caption\":\"Captain Reman\"},\"url\":\"https:\/\/etereman.com\/remanu\/author\/phil\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Your Dollars. My Sense. (Q &amp; A with Captain Reman) - REMANU","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/","og_locale":"en_US","og_type":"article","og_title":"Your Dollars. My Sense. (Q &amp; A with Captain Reman) - REMANU","og_description":"I get emails each week from dedicated readers looking for answers or help about their sales or service situations. Today, we&#8217;ve got a little green Q &amp; A that may relate to your business, your sales, or your company right now: Q: Captain, I have come across a few issues over the last few months [&hellip;]","og_url":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/","og_site_name":"REMANU","article_published_time":"2012-08-02T16:44:56+00:00","og_image":[{"width":413,"height":413,"url":"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2012\/08\/Reman-U-73.jpeg","type":"image\/jpeg"}],"author":"Captain Reman","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Captain Reman","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#article","isPartOf":{"@id":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/"},"author":{"name":"Captain Reman","@id":"https:\/\/etereman.com\/remanu\/#\/schema\/person\/213b286da986bf1999373572e4164d5a"},"headline":"Your Dollars. My Sense. (Q &amp; A with Captain Reman)","datePublished":"2012-08-02T16:44:56+00:00","dateModified":"2012-08-02T16:44:56+00:00","mainEntityOfPage":{"@id":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/"},"wordCount":710,"commentCount":0,"publisher":{"@id":"https:\/\/etereman.com\/remanu\/#organization"},"keywords":["customer service","Q &amp; A"],"articleSection":["Customer Service"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/","url":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/","name":"Your Dollars. My Sense. (Q &amp; A with Captain Reman) - REMANU","isPartOf":{"@id":"https:\/\/etereman.com\/remanu\/#website"},"datePublished":"2012-08-02T16:44:56+00:00","dateModified":"2012-08-02T16:44:56+00:00","breadcrumb":{"@id":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/etereman.com\/remanu\/2012\/08\/02\/your-dollars-my-sense\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/etereman.com\/remanu\/"},{"@type":"ListItem","position":2,"name":"Your Dollars. My Sense. (Q &amp; A with Captain Reman)"}]},{"@type":"WebSite","@id":"https:\/\/etereman.com\/remanu\/#website","url":"https:\/\/etereman.com\/remanu\/","name":"REMANU","description":"Just another ETE Reman | Remanufactured, Rebuilt & Used Auto Transmissions & Repair Sites site","publisher":{"@id":"https:\/\/etereman.com\/remanu\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/etereman.com\/remanu\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/etereman.com\/remanu\/#organization","name":"REMANU","url":"https:\/\/etereman.com\/remanu\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/etereman.com\/remanu\/#\/schema\/logo\/image\/","url":"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2019\/05\/cropped-remanu-1.png","contentUrl":"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2019\/05\/cropped-remanu-1.png","width":100,"height":100,"caption":"REMANU"},"image":{"@id":"https:\/\/etereman.com\/remanu\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/etereman.com\/remanu\/#\/schema\/person\/213b286da986bf1999373572e4164d5a","name":"Captain Reman","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/etereman.com\/remanu\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/c866914773ffba9a4d0e7632d3511f5f?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c866914773ffba9a4d0e7632d3511f5f?s=96&d=mm&r=g","caption":"Captain Reman"},"url":"https:\/\/etereman.com\/remanu\/author\/phil\/"}]}},"_links":{"self":[{"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/posts\/1263"}],"collection":[{"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/comments?post=1263"}],"version-history":[{"count":0,"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/posts\/1263\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/media\/1267"}],"wp:attachment":[{"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/media?parent=1263"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/categories?post=1263"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/etereman.com\/remanu\/wp-json\/wp\/v2\/tags?post=1263"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}