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CONTENTS List of letters, forms and documents Foreword Acknowledgments 1 Credit control systems Do you need one? The importance of cash The cost of credit Extended credit and liquidity 2 The value of the written word 3 Identifying problems Early warning signs Avoiding deficiencies, solving problems 4 Key elements in a credit control system Getting to know your customer Applying for references Obtaining a credit status report Risk assessment 5 Applying the credit limits agreed Confiirming terms of credit Applying your conditions of trading 6 Using your sales documentation Imposing your terms Obtaining security for payment Export sales 7 Creating and maintaining an efficient system A coordinated system Fulfilling your customers' expectations The collection philosophy 8 Building your own structure A comprehensive system Eliminating complaints Isolating excuses Identifying professional debtors Be firm but fair 9 Collection methods Staff training Chasing by telephone Reaching agreement 10 Enforcing your rights Retention of title clauses Calling in guarantees 11 Going legal Instructing solicitors The decision to write off Enforcing judgment - alternative methods Bankruptcy and winding-up 12 Alternative medicine Small companies and service companies Time for payment Discounts and penalties Factoring and invoice discounting Using collection agencies Foreign claims Conclusion Glossary Useful contact addresses and telephone numbers Index