CSM – Understanding The Outstanding Billing Tab

Hi there! Now that you’ve got a handle on the RT tab, let’s dive into the Outstanding Billing tab. This is where we keep track of any client payments that haven’t come through successfully. Don’t worry, it’s pretty straightforward, and we’ll go through it step-by-step.

Why Do We Use This Tab? #

The main goal of the Outstanding Billing tab is to:

• Clearly list all clients whose payments have failed.
• Help us follow up promptly to resolve these payment issues.
• Keep our billing records accurate and up-to-date.
• We have several billing dates throughout the month (like the 10th, 15th, 20th, 25th, and the end of the month). We also bill on the 1st of each month for services deployed in the previous month. If a payment fails on any of these dates, this is where we’ll record it.

What to Do When a Payment Fails #

If a client’s payment doesn’t go through, here’s how you’ll update the Outstanding Billing tab:

• Add a New Row: Right-click on a row number and select “Insert row below” to make space for the new entry.
• Enter Client Details:
• Business Name: The client’s company name (e.g., “Hannah’s Medspa”).
• Client Name: The main contact person (e.g., “Hannah Richter”).
• CSM: The Customer Success Manager assigned to the client (e.g., “Laura”).
• Billing Period & Due Date:
• Month: Note the billing month (e.g., “May”).
• Due Date: The date the payment was originally due (e.g., “5/10”).
• Failed Payment Amounts:
• Agency Fee: If the agency fee payment failed, enter the amount here.
• Ad Spend: If the ad spend payment failed, enter that amount here.
• Appointment Closer Fee: These are usually not billed mid-month (like on the 10th) unless a client is off-boarding. If there’s no fee or it didn’t fail, just put a dash (-).
• Late Fees:
• Put a dash (-) here unless a late fee is specifically being applied.
• Total Amount:
• There should be a formula in the “Total” column. You can usually drag the little square at the bottom-right corner of the cell above it to copy the formula down. This will automatically calculate the total outstanding amount.
• (If the formula isn’t working right, just ask for help!)
• Follow-up Details:
• Due Date (for action): Unless specified otherwise, mark this as “ASAP” so we know to follow up quickly.
• Reason for Failed Charge: Use these common abbreviations:
  • PP: Payment Plan issue
  • IF: Insufficient Funds
  • CD: Card Declined
• Account Status: If the client’s ads and services are still running, mark this as “Active.”
• Notes: This is super important!

Important Next Steps After a Failed Payment #

• Contact the Client: Reach out via email and phone to inform them about the failed payment and discuss how to resolve it.
• If No Response (after 1 day):
• Pause the client’s campaign.
• Update the “Account Status” on this tab to “Paused.”
• The appointment closer will also stop working on this account.

Connecting with the RT Tab #

When a payment fails and you record it here, remember to also update the RT tab. For the client in question (e.g., Hannah’s Med Spa for May), you’ll highlight their entry in red on the RT tab. This gives us a clear visual cue that their payment is outstanding.

Special Case: Clients Not Meeting Their Guarantee #

Sometimes, a client might not have received their guaranteed number of appointments by their billing date. If this happens:

1. Add the client’s name to a designated section (likely at the bottom of this tab).
2. Note the number of appointments they have received.
3. Note the number of appointments they still need to meet the guarantee.
4. List their usual fees (Agency Fee and Ad Spend).
5. Indicate if their account is active, who their appointment closer is, and their CSM.

Our Goal #

We want to keep the list on this Outstanding Billing tab as short as possible! The best way to do this is to be proactive. Try to communicate with clients before their billing date if you anticipate any issues, and work together to ensure smooth payments.

You’ve Got This! #

This tab is a key part of our billing process. As you start using it, it will all become much clearer. Don’t hesitate to ask questions – we’re here to help you succeed!