No 2 has made his first call to an awkward customer who never paid on time and so kept finding their access to the software was cut off. And he did very well. He was quiet but firm and didn’t take any nonsense from the customer. Looks like we made the right choice there.
Sadly, Mrs Dragon seems to be taking it out on him that he was employed instead of her niece. She’ll hardly talk to him, she’s not yet made him a single cup of tea (despite the fact that she regularly makes tea for the rest of the team), and even her “Good morning” to him is delivered without any eye contact. I think someone is going to need to have words with her and I think that someone is going to be me.
Back on the subject of customer payments, we’ve decided to look at taking payment by direct debit. Some customers change their credit cards so often that we keep having to stop their account access because the credit cards are out of date. Others deliberately take their card details out because they want to take longer to pay, which makes extra work for No 2. Direct debits look much harder to manipulate in this way.
We’re going to talk to the provider GoCardless about setting this up. Has anyone used their services and are they good?