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Excuse 18: It won't happen again
Applicability
Any of the other excuses, especially excuse 17,
can also lead to this. Only really works for first penalty
Underlying reasons
Customer did not realise
penalties were real
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Customer thought they could get
away with it
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Customer does not believe they
have an obligation to adhere to the agreement they have made
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| Customer may has a fundamental
misunderstanding that they don't have to do
what was agreed, but that it is fair to do whatever they can get away
with and feels aggrieved that they failed to get away with paying late
when they usually do (with other suppliers). |
Resolution
- A policy of crediting the first charge works very well with this
- credit the first charge and if it does happen again then the customer
lied, and deserves to pay
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