Question

My Invoices and Statements are printing the same name twice, how can I change this?

Answer

If the account name and the customer name are the same the system will not duplicate them. So if the account for Joan Smith is renamed simply "Joan Smith" the address on the statement will look like it should:

            Joan Smith
            1100 Queen Street 

As long as the customer name and the account name are an exact match there will be no duplication!

1. Users who want to phase these accounts out

The account "department" for a customer named Joan Smith should be something like "Legacy Account" so the mailing label looks like this:

            Joan Smith
            Legacy Account

Or something along those lines. The idea is to use a name that will suggest to the customer that there account is a holdover and plant the seed that it will be phased out. If questioned the user should say something like "we don't do this kind of personal account any more. As a courtesy we're grandfathering your account for xxx but we're really hoping that down the road you will let us keep a credit card on file and do it that way. This turns things around - suddenly you're asking the customer to help and they should be more prepared to comply.

2. Users who want to keep this kind of account

We've been doing a bunch of reading on this subject and a common theme is that if you do something special for your customers it should be recognized so they will appreciate it. In this case the account department should be called something like "VIP Charge Account" - something that adds some kind of value.

            Joan Smith
            VIP Charge Account

                        or

            Joan Smith
            Premium Customer House Account

The idea is that if the user is going to go to the trouble of running an account they should make it seem special. Hopefully the customer will appreciate this and be a more loyal customer and champion.