Another very important consideration is the official nature of sending a billing email. Therefore, it is essential to check all the data, such as those shown in this checklist:
check all company data;
make sure the bill has not actually been paid;
be formal and polite;
do not make threats, just let them know that “our records do not show the payment”;
check the amount to be charged, to avoid being punished for undue charges;
include at the end: “if payment has already been made, please disregard this notice”.
The ideal is to ask the company's legal department pharmacy database to create a model of the content of this type of communication, so that there is no way to charge a client via email and commit any legal error.
4. Analyze bargaining power
How much power does this customer have in relation to your business? Who depends on whom the most? This is not a petty calculation, nor is it about failing to help your customer when they need it most. It is exactly the opposite.
Experienced salespeople, especially those who sell to retail companies, know that there is no way to charge a customer for email if they are a distributor with a lot of strength in the market.
Imagine compromising your relationship with a large supermarket chain, sometimes because of a lost invoice. Therefore, be very careful when charging your customers via email and analyze the situation carefully to understand whether or not it is worth waiting a few days.
This is because, in some cases, waiting two or three days before speaking out may be a good idea due to an old relationship, as it gives the client time to realize the error on their own.
5. Define your company rules
Some companies define so-called business rules, created to simplify processes and avoid wasting time when making decisions like this. And this has a lot to do with what was said above, about bargaining power.
Imagine a national beverage distributor, which has soft drinks, juices and beers in its product portfolio, if every time one of the 500,000 bars it serves delays a payment, it has to stop and think about how to charge the customer via email.