Our customer retention services consist of strategies to increase revenues, enhance brand reputation and reduce costs.
Collections – Increase Revenues & Customer Retention
To achieve the goal of customer retention, we give each account personalize attention. As a result, we are able to learn the circumstances that prevented the customer from making the rental payments. We negotiate an installment agreement with the customer that consists of acceptable amounts and timetables to you. Thereafter, we become the account manager for that customer account. We monitor the account until all past-due rents are paid and the customer resumes regularly scheduled monthly rents.
The Process: Attorney-Client Relationship Every retainer agreement is tailored to meet the objectives and needs of each of our clients. Consequently, we discuss in great detail (1) your goals for the customer retention services, and (2) the process of implementing our services. Together, we create evaluation criteria to measure the success of our customer retention services. In addition, we discuss how the transfer of the customer accounts will made to our law firm. The specific steps involved in the transfer process are outlined in the retainer agreement. This allows us to refer to the agreement as a checklist and to create forms for each step which requires your approval.
The Process: Engaging the Customer
We begin our customer retention services by mailing a letter to the customer. We ask the customer for the opportunity to discuss a mutually acceptable resolution. Subsequently, we follow-up with telephone calls to engage the customer in negotiation. Once we agree on a proposal with the customer, we put it in writing. Thereafter, we provide you with a copy of the proposal to review and approve. On a weekly basis, we provide you with status reports of all on-going negotiations in the customer accounts. This allows us to regularly elicit your feedback and consent to the negotiation strategies we put in place with individual customers. Most importantly, we do not accept any payments from customers. All payments are mailed or electronically transmitted by the customer directly to your company.