Dear Crabby,
I am the credit risk manager at a small manufacturing company that manufactures all kinds of industrial springs. I’ve been working here for about two years and overall, I have been working in credit and collections for over twenty years.
Although I consider myself to be very experienced in my field, my sales manager feels that my credit standards and protocols are too strict, and I’m impacting the approval of orders that might exceed established credit limits, especially for our long-term customers.
My sales manager expressed that he would like me to go with him to visit our long-term customers to get an idea of exactly who they are. But honestly, I don’t think it’s necessary.
How can I get it through to the sales manager that as far as I am concerned, it’s all about the numbers and not the people behind the operation. In other words, I’m very skeptical that having a face-to-face encounter would do anything to sway my credit decisions.
Signed: Skeptical in Topeka
Dear Skeptical,
Oh my dear credit friend, I get it. Numbers don’t lie! But they also don’t smile, shake hands, or invite you into their plant for a coffee and a tour of their loading dock. I know we credit folks love our ratios and reports, but refusing a field visit with your sales manager? That’s like trying to judge a pie contest without taking a bite of the pie and just sniffing the crust. You might be missing the full flavor of the customer relationship.
Here’s why you need to go and see your long-term customers:
1. Face Time Builds Trust – When you meet a customer face to face, you’re not just adding a personal touch — you’re building a foundation of mutual respect. Seeing how a company runs, observing their culture, their facilities, and even the enthusiasm of their staff gives you a three-dimensional view you’ll never get from a balance sheet. Plus, when they know who you are, they’re more likely to pick up the phone if there’s trouble, and that gives you a jump on potential risks.
2. You’ll Uncover Non-Financial Intelligence – A visit often reveals the kind of intelligence that doesn’t show up in credit reports. Are they expanding? Downsizing? Have they just landed a big contract? Is the owner planning to retire and hand things off to their cousin Louie who couldn’t run a lemonade stand? You’ll get those nuances when you’re onsite, and that can help you recalibrate credit limits more accurately than a spreadsheet ever could.
3. Strengthen Your Sales Alliance – Like it or not, you and your sales manager are stuck in the same canoe. Either you row together, or you’re going in circles. Going on joint customer visits shows the sales team that you’re invested in their success too, and not just holding a red stamp that says “DENIED.” That kind of collaboration opens the door to more productive conversations, smoother dispute resolutions, and fewer surprises when a big order comes through.
4. You’ll Make Smarter, More Confident Decisions – When you’ve walked their shop floor, seen their operation, and gotten a sense of how they treat their vendors and employees, you’re not just approving credit, you’re investing in a relationship. With that insight, you’ll likely feel more confident in pushing the boundaries of your credit limits when it makes sense.
Bottom line, my friend? People do business with people. So, toss on a blazer, grab your notebook, and go shake a few hands. You might be surprised at how much stronger your credit instincts become when you look past the ledger and meet the folks on the other side of the invoice.
Yours truly,
Crabby
Dear Crabby is a credit, collection, and human resources advice column by Nancy Seiverd President CMI Credit Mediators Inc. Your thoughts and comments (nseiverd@cmiweb.com) are most welcome!
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