970_x_90_-_Curso_de_Cobrança_-_Boneco_Co

O segredo da Recuperação de Crédito foi revelado.


Aumentar a taxa de recuperação de crédito, reduzir a inadimplência é o desejo de qualquer profissional que trabalha nesta área, porém nem sempre os desejos se realizam. Temos duas opões:


# 1 - Colocar a culpa no mercado, alegando que a situação está difícil e os clientes simplesmente não pagam.


# 2 - É questionar a todo momento se estamos usando as melhores estratégias e o que podemos fazer para melhorar. É logico que esta opção é mais trabalhosa, mas certamente gera mais resultado. Pelo menos uma vez por mês você precisa se questionar, se possível, faça isto uma vez por semana, não espere chegar ao final do mês para ter a certeza que não alcançou o resultado.



Por qual motivo seu cliente não te paga?

Esta é a primeira pergunta que você precisa responder. Sem esta resposta você nunca conseguirá montar a estratégia ideal. Por exemplo, se você conseguir identificar se seu cliente não te paga por fluxo de caixa, poderá pensar em uma redução de multa ou juros, se for problemas comerciais, pode existir a necessidade de criar um comitê de crédito e assim por diante, mais você apenas conseguirá pensar nas melhores opções após mapear os reais motivos. Não inicie com premissa que você conhece muito bem sua carteira, muitos profissionais são surpreendidos no levantamento real destas informações.


Utilize o método do diagrama criado por Kaoru Ishikawa, mais conhecida como Espinha de Peixe, determine os motivos, valores e percentuais. O Portal da Administração criou um post muito interessante, clique na imagem abaixo e saiba mais sobre o assunto.




A estratégia de recuperação de crédito que estou utilizando é a mais adequada?

Esta pergunta eu me faço com muita frequência, e neste último ano com a economia deste jeito, tenho feito quase que diariamente.


Neste ponto cabe algumas reflexões, pois normalmente quem traça a estratégia de cobrança normalmente é a empresa, na figura do responsável pela área, os colaboradores tende a segui-las.


Entendo sem dúvida que esta pode ser feita pelo responsável, desde que acompanhada com os devidos colaboradores, pois são eles que conhecem as suas próprias dificuldades, as dificuldades da região e o segmento que trabalham, logo ninguém melhor para indicar as melhores alternativas para solução dos problemas apresentados.


Você já ouviu falar na regra do 80/20? Em poucas palavras a técnica do 80/20 funciona da seguinte forma: Quando a próprio ser humano pensa na solução de um problema, a chance de execução é de 80%, diferente quando uma outra pessoa pensa na solução e solicita a execução, as chances de execução reduz para 20%.

Quando a solução é criada pelo próprio colaborador, ele fica mais empenhado e executa-la.


Para montar uma estratégia de forma rápida e eficaz sugiro que você utilize a Pirâmide do Sucesso, se você ainda não conhece esta ferramenta, me mande um e-mail e lhe apresento mais detalhes. [sacadasdecobranca@gmail.com]



A estratégia de recuperação é eficaz em todas as regiões que sua empresa atende?

Outro ponto que tenho percebido é que nem sempre uma única estratégia de cobrança servirá para todos os colaboradores, pois dependendo das circunstâncias os possíveis motivos de não pagamento variam.


Segmentar a sua carteira por região e utilizar o diagrama de Ishikawa vai facilitar muito na montagem da estratégia de cobrança.


Observe a necessidade de classificar os clientes por níveis de cobrança e adequar cada negociador por nível, ou seja, quanto mais difícil cobrar, mas experiente precisa ser o negociador.


Os níveis de cobrança não podem ser equiparados ao rating da análise de crédito, pois aqui não estamos analisando a capacidade de pagamento e sim a dificuldade de recebimento, ou seja, uma empresa pode possuir fluxo de caixa, porém por burocracia ou desorganização pode atrasar constantemente seus pagamentos.


Os níveis de cobrança apesar de não serem equiparados, podem ser utilizados pela equipe de crédito, pois trata-se de uma informação relevante com relação ao comportamento de pagamento da empresa.


Cada empresa pode utilizar seu próprio parâmetro para classificação do nível de cobrança, o mais comum é a pontuação de acordo com o prazo médio de atraso e o prazo médio de recebimento.


Prazo Médio de Atraso: A médias de dias em atraso de todos os títulos vencidos

Prazo Médio de Recebimento: A média de dias de pagamentos realizados




Minha régua de cobrança está alinhada com estratégia de cobrança que estou utilizando?

Você conhece a régua de cobrança da sua empresa?


Este tema deveria ser de conhecimento de todo colaborador que possui contato com o cliente, não somente a equipe de cobrança.


Na régua de cobrança fica registrada o momento de cada ação da equipe, por exemplo, quando é enviada a carta de cobrança, quando negativamos o cliente e assim por diante.


Da mesma forma que estratégia de cobrança precisa ser flexível, a régua de cobrança também. Não adianta você identificar que a causa da inadimplência é um problema de logística em uma determinada região, e nesta mesma região você aplicar o mesmo prazo para negativação automática.


Este assunto é um desafio, pois normalmente as negativações são automáticas e todos os clientes estão na mesma carteira. Neste caso será necessário criar uma nova carteira com prazo diferenciado e alterar o sistema. É trabalhoso, mas vale a satisfação do cliente.


No E-Book - Cinco passos para reduzir a inadimplência, abordamos o tema da Régua de Cobrança com mais detalhes, inclusive com modelo e como aplica-la.


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Ym9hcmQvZHJhd2luZ3MvX3JlbHMvZHJhd2luZzEueG1sLnJlbHNQSwECLQAUAAYACAAAACEAWYja CVkGAAAaGgAAGgAAAAAAAAAAAAAAAABnBgAAY2xpcGJvYXJkL3RoZW1lL3RoZW1lMS54bWxQSwEC LQAKAAAAAAAAACEAa9GVCythAAArYQAAGgAAAAAAAAAAAAAAAAD4DAAAY2xpcGJvYXJkL21lZGlh L2ltYWdlMS5qcGdQSwUGAAAAAAYABgCvAQAAW24AAAAA " strokecolor="#1f4d78 [1604]" strokeweight="1pt"> <v:fill src="file:///C:\Users\jgcanuto\AppData\Local\Temp\msohtmlclip1\01\clip_image001.jpg" o:title="" recolor="t" rotate="t" type="frame"></v:fill> <v:stroke joinstyle="miter"></v:stroke> <w:wrap type="square"></w:wrap> </v:oval><![endif][if !vml][endif]GEORGE CANUTO - Administrador de Empresas com especialização em Coaching de Produtividade. Mais de 10 anos de experiência nos segmentos administrativo, financeiro, televendas e gestão operacional. Os últimos anos focados com atuação na área de recuperação de crédito e treinamentos para melhoria de performance de equipes de cobrança.

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