Tips For Businesses to Resolve Billing Disputes
15 Jun 2015Service providers know all too well that billing concerns and disputes are part of the job. Solving them in the past has not always been a simple matter. Business owners today, though, have new tools at their disposal to help resolve these matters without running the risk of alienating customers in the process. These tips are sure to help.
Address Customer Concerns Promptly
The faster you address the issue, regardless of who is “in the right” in this situation, the better your customer will feel about the entire experience. Remain courteous at all times and let the customer know you will investigate this thoroughly. Maintain open communication with the customer throughout the process and try to be as transparent as possible.
Document Everything
It may be a bit cliché, but there’s a reason this sage advice has been around so long. It works. Sometimes it’s all about letting the customer know you’re on top of things, but when you have documentation in front of you, that includes time in and time out on certain job sites, especially if it’s documentation they’ve signed, then there is little room left for argument.
Use GPS Fleet Management Tools
Today’s GPS offers so much more than simple maps and directions. Telematics can be used to determine where business vehicles were at specific times, how long they were there, and even the route they took to get there and arrive back at the office. Some GPS fleet tracking management tools even allow the documentation of services performed onsite for even greater credibility for solving disputes about billing. GPS takes documentation to new levels and provides a sort of neutral voice in the billing debate.
Understand that Mistakes Happen
Sometimes, billing errors are honest to goodness errors on behalf of your company. GPS reports help prevent many of the human errors that occur, but mistakes do happen on occasion and it’s better to correct them in a timely manner and apologize than to try to hide the mistakes that are made.
The key here is to correct the mistake, if it’s on your part, as quickly as possible so that you and the customer can move forward.
When the customer is mistaken, it’s best to remain polite and courteous at all times and to thank the person for being your customer and always ask if there is any other way you can be of assistance.
Resolving billing dispute the right way can make a world of difference when it comes to not only keeping your customers, but also keeping your customers satisfied. These tips will help you accomplish that goal.
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