Field notes on customer-experience operations. Written for the people who run onboarding, billing, and support, not just measure them.
How to resolve a customer complaint professionally: the six-step customer complaint resolution process, the feel-felt-found framework, apologizing without excuses, processing and logging complaints, and when to escalate.
A library of customer service scripts and call center scripts for the phone: greetings, holds and transfers, apologies, saying no, and closings, with the reasoning behind every line.
The accounts receivable process explained: the seven steps from credit terms to reconciliation, the process flow, the AR cycle, common failure points, and where receivables automation actually pays off.
Days sales outstanding (DSO) explained: the formula, a worked calculation example, what a good DSO looks like, what a high DSO means, and how to reduce it without making customers jump through hoops.
Accounts payable vs accounts receivable explained: definitions, a side-by-side comparison table, debit vs credit, how AP and AR connect through cash flow, and which is better to have high.
Accounts receivable turnover ratio explained: the formula, a worked calculation, how to convert it to days, what a good ratio looks like, and the levers that actually improve it.
Accounts receivable aging report explained: an example schedule with buckets, how to create one, the aging method for estimating bad debt, and how to use it to prioritize collections.
Allowance for doubtful accounts and bad debt expense explained: what each account is, the normal balance, the journal entries, allowance vs direct write-off, and how to estimate the allowance.
The cash conversion cycle explained: the formula (DIO plus DSO minus DPO), a worked example, what a good CCC looks like, what a negative cash conversion cycle means, and how to shorten it.
Days payable outstanding explained: the DPO formula, a worked calculation, what a good DPO looks like, whether a high or low DPO is better, and how DPO works with DSO in the cash conversion cycle.
Invoice reconciliation explained: what it is, the step-by-step process, two-way versus three-way matching, the common errors it catches, and how invoice reconciliation software automates the match.
Customer lifetime value explained: the CLV formula, a worked example for subscription and retail businesses, what a good number looks like against acquisition cost, and how retention raises it.