Clientes morosos: ¿Cómo impactan en tu negocio?

6 CLAVES para gestionar tus impagos

Por
GM GROUP
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683
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Los clientes son la clave para que cualquier negocio pueda alcanzar el éxito.

Conocer, clasificar y empatizar con nuestros clientes hará que nos adelantemos a las necesidades de éstos.

Como empresa, ofrecemos productos o servicios que pueden ser vendidos al contado o a crédito.

Cuando estos son obtenidos a crédito, el dinero que recaudaremos es lo que se conoce como la cartera.

Para que el dinero pueda volver a manos de nuestro negocio, se efectúa un proceso llamado cobranza. La gestión de cobranzas es por tanto, el proceso por el cual se recupera el dinero que los clientes le deben a la empresa.

¿Por qué saber quiénes son tus clientes morosos?

Seguro tienes clientes que siempre son puntuales y nunca tienes que preocuparte por su situación. En otros casos, te enfrentas con clientes que hacen que la experiencia de gestionarlos sea complicada.

Como sabes, hacer negocios no siempre resulta sencillo.

Pero la situación se puede volver aún peor cuando estos clientes no pagan tus productos o servicios (por la razón que sea), ya que esto implica realizar llamadas incómodas o incluso poner en riesgo económico tu lugar de trabajo.

Afortunadamente, hay ciertas estrategias que puedes aplicar para lidiar con los clientes morosos. Pero, empecemos por lo primero.

Siempre que hablamos de servicio y satisfacción del cliente, mencionamos que para hacer una buena gestión es fundamental conocer bien a los consumidores; sus necesidades, preferencias, gustos, hábitos e incluso su historial financiero.

Conocer la historia financiera de un cliente podría parecer una invasión de privacidad, sin embargo, se trata de información relevante para cobrar a clientes morosos y mantener la estabilidad financiera de tu empresa. 

Que tu cliente mantenga sus pagos al día funciona como un sistema de prevención para tu negocio, pero:

¿Qué es un cliente moroso?

Un cliente moroso es aquel que no cumple con el plazo de pago otorgado o pactado. Estos retrasos en los pagos pueden afectar el flujo de efectivo de tu empresa a tal grado que afectan el funcionamiento comercial.

Cada empresa puede verse afectada de diferentes maneras, dependiendo de su tamaño, su industria y del tipo de crédito que no se ha pagado.

Tipos de clientes morosos 

Existen diferentes tipos de clientes morosos. Conocer un cliente deudor es importante para saber cómo cobrarle y recuperar tu dinero.

1. Fortuitos

Son los que quieren pagar pero no pueden. Se trata de clientes que quieren pagar pero en la fecha establecida ya no tienen liquidez.

¿Cómo tratar?

Con estos clientes puedes trabajar con pagos a largo plazo. De esa manera, le concedes tiempo para que pueda pagar su deuda.

2. Desorganizados

Son los clientes que pueden y quieren pagar. Sin embargo, no hacen una buena gestión de su vida financiera, de manera que, a veces, ni siquiera saben que tienen una deuda contigo.

¿Cómo tratar?

La mejor manera de tratar a estos clientes morosos es enviando recordatorios de pagos algunos días antes de la fecha de vencimiento de la deuda.

3. Intencionales

Los morosos intencionales son los clientes que saben que tienen una deuda, pueden pagar por ella, pero no tienen la intención. 

¿Cómo tratar?

A este cliente debes tratarlo con firmeza y transmitirle, con respeto, que estás al tanto de su comportamiento. A menor señal de morosidad, es hora de actuar.

4. Negligentes

Son los clientes que saben que tienen una deuda por pagar, pero no se preocupan en saber cuál o cuánto es.

¿Cómo tratar?

Así como con los clientes intencionales, hay que ser firme en la cobranza. Debes reclamar persistentemente el pago de la deuda. 

5. Circunstanciales

Este es el tipo de cliente que de manera voluntaria, bloquea el pago por identificar un error o fallas en el producto o servicio.

¿Cómo tratar?

Este cliente tiene buena fé, así que te pagará cuando retome el servicio o se solucione su problema. La mejor acción es ayudarlo a resolver su inconveniente.

 

¿CÓMO COBRAR A TUS CLIENTES MOROSOS?

6 CLAVES para gestionar tus impagos

Toda empresa debe estar preparada para imprevistos y situaciones poco agradables con las que tendrá que lidiar. Tratar con clientes morosos es una de ellas. Por fortuna, existen herramientas de soporte y relacionamiento con el cliente que pueden ayudarte en estos casos, no importa el tamaño o sector de tu empresa.

Puedes apoyarte en sistemas CRM en donde podrás mantener un mejor seguimiento de las cuentas de cliente.

Tener en cuenta los siguientes tipos ayudará a organizar tu proceso de cobranzas y lograr tu recupero de créditos:

  1. Contacta al cliente enseguida

Lo primero que debes hacer cuando no llega el pago de un cliente es comunicarte con él. Un primer contacto a través de un llamado telefónico resulta ser muy efectivo. No intentes suponer la causa por la que el pago se ha retrasado, sino que debes establecer una clara comunicación en la que le recuerdes al cliente que olvidó hacer el pago e investigar las razones.

  1. Descubre qué tipo de cliente moroso es

Como ya vimos, no todos los morosos son iguales, y te conviene conocer los motivos por los que no haya cumplido con el pago en la fecha acordada. Una vez que tengas más información, puedes descubrir ante qué tipo de deuda nos encontramos.

Por ejemplo, puedes preguntar si el cliente está satisfecho con el producto o servicio (para saber si es un moroso circunstancial). Si no es el caso, averigua si ha tenido algún contratiempo (para saber si es un moroso casual o intencional).

No puedes cobrar de la misma manera a diferentes tipos de clientes morosos, por lo que conocer las razones detrás del impago te ayudará a decidir tus siguientes pasos a seguir.

  1. Fija una nueva fecha de pago (o devolución)

Si el cliente no puede pagar de inmediato, establece o acuerda una nueva fecha que a ambos les funcione, indicando que su incumplimiento repercutirá en el uso del servicio. Recuerda tener paciencia, ya que lo más probable es que no tenga malas intenciones.

También puedes establecer un plan de pagos y diferentes opciones de pago, si la deuda es grande y el cliente está teniendo problemas de fluidez (y seguirá teniéndolos en el futuro cercano).

Por el contrario, si es un cliente moroso circunstancial, fija una fecha para cambiar o devolver el producto, solucionar el problema o mejorar el servicio.

  1. Continúa en comunicación

Una vez que hayas fijado una fecha, mantente al día con la situación del cliente. Esto no implica llamarle constantemente para cobrarle, sino hacer llamadas cada cierto tiempo en las que demuestres interés y preocupación. Esto te ayudará a mantener una buena relación con el cliente, además de que sabrás si podrás hacer el cobro o si se seguirá postergando.

Si ya intentaste cobrarle al cliente, fuiste comprensivo por su situación, pero aun así no paga, empieza a ser un poco más insistente.

Sea cual sea la solución, debes tener cuidado con el tipo de frases que uses para cobrar a un cliente moroso. Siempre sé respetuoso y mantente calmado; emplear ciertas palabras o frases podrían molestar al cliente (o parecerle despectivas), y entonces tu problema de pago se puede hacer mucho más grande.

  1. Realiza acciones contra los clientes morosos que no responden

Si ya has intentado encontrar soluciones que les funcionaran a ambos, pero el cliente se niega a pagar, puedes llevar a cabo ciertas acciones para remediarlo.

En primer lugar, debes informar a tu cliente que deberás terminar su uso del servicio adquirido en caso de no recibir el pago. Si luego de este aviso, continúan sin pagar, debes terminar el servicio.

Si esto no funciona, considera recurrir a empresas de cobro de deudas. Este tipo de agencias pueden cobrar al cliente moroso por ti elaborando estrategias de cobro acordes a la situación de cada cliente; de esta manera ya no tendrás que preocuparte. En casos ocasionales también puede evaluarse, si la situación lo amerita la cobranza judicial.

  1. Crea acciones preventivas

Para evitar que vuelvan a ocurrir situaciones incómodas o si tienes clientes morosos crónicos, puedes establecer sanciones por retrasos en los pagos. También puedes solicitar el pago por adelantado para así evitar cualquier tipo de problemas.

 

Esperamos que este artículo pueda ayudarte a cobrar a tus deudas morosas si es que en algún momento te encuentras en esta situación.

Recuerda que es importante que no pierdas la paciencia y veas las cosas desde la perspectiva del cliente, ya que muchas veces estos problemas surgen por malentendidos o cuestiones momentáneas. Para lograr el mayor recupero de nuestros créditos, es importante elaborar estrategias de cobranza adecuadas para cada situación.

Visitá nuestro sitio http://www.solucionesgm.com

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