Passionate Emails

 We are trying to build up the SF branch one customer at a time.  We just signed up a new customer who is spending thousands with us but the credit department only opened the account with a $500 line of credit.  (my shoulders begin to slump and the tension arises).

So the new sales person who is bringing in the business is confused and looking for guidance from me.  What I'd like to do is fire off a clear and targeted email to the credit manager and the CFO explaining the situation.  So I begin typing.  

'All -  In regards to the new client in SF we feel we are unable to tell the client we cannot produce their work till they give us a credit card because they do not want to pay by credit card.  We'd like to keep the credit card on hold and bill it to the account.

For the future, opening accounts with a $500 credit is not purposeful.  The average project is over $500, so please consider this for future accounts.  We are scrambling to get customers for SF, please keep this in mind.  We are trying to present us as easy to work with even though we are sometimes impossible.'

Okay scratch the last part, that was just a vent.   I envisioned their response, it was going nowhere.  Too much pleading.  It would read something like

"Your group can follow the rules just like everyone else.  They can pay by credit card or we will not produce the job"
 
I wanted to avoid that pain. I left the to: address blank and didn't send.  Phew.  Next.  I'm going to the VP of sales, he'll be sensitive to this.  Draft him an email.  Need to explain from the beginning, yet keep it very short and concise.  It must have what the outcome is that I'm looking for.

Dear X

Sorry to drop this one on you but could use a little guidance.  We opened a new account but unfortunately the credit line isn't high enough for the job.  Client wants us to bill via the account and not via cc as they did on the first job.

We are trying to be easy to work with and bring in every client we can.

I would like to be able to keep a credit card on file, so we are protected and bill the job on the account what the client wants.  Credit manager is saying not like that.  He wants the job paid in full.

Again, kept the to: address blank.  Didn't send it.  Got an idea.  Called the local branch manager.  Got his thoughts.  We are on the same page.  Offered him to go up the production channel (ie to the VP Production).  I think he would agree and make the call and communicate back to credit what will work.  

I'm out of it.  No blasting emails.  Everything is following the chain of command.  I'm avoiding getting in trouble right?

Watch out for getting fired up over stuff that gets in your way.  My way is to write the email you are passionate about but always leave the to: blank.  See what other ideas come to mind.  Feels much better than hitting back.