9 min read
May 7th, 2025
In a perfect world, receivables would collect themselves. Unfortunately, businesses don't operate in this kind of world, and clients don't always pay on time.
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Key Takeaways
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Sometimes, they don't pay at all. To keep your receivables in check, your cash flow healthy, and your business operating smoothly, you'll need to have a plan in place for handling past-due payments and preventing problems with your accounts receivable in the future.
When a receivable is late, you need to take action right away. Have a policy that outlines the process and schedule of following up with past-due clients. Define a schedule for when and how often to contact the client. You can also provide guidance on how to communicate with the customer and encourage payment remittance.
Whenever you contact a past-due client to follow up, maintain a detailed record. Keep track of the date of contact, method of contact, and what was discussed. In addition to phone calls and emails, you should send letters, especially at milestone dates (such as 30, 60, and 90 days past due). Keep copies of these letters so you will have a record and proof of your collection attempts.
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While these processes can be automated with accounts receivable management software, it's good to add a personal touch. Personalize the letters and emails you send to clients whenever possible, and do your best to try to talk to clients in person or on the phone.65
Your collections process should be consistent across customers and across late payment instances. Try to head off past-due payments by sending invoice follow-up reminders every few days after the initial invoice has been sent.
If a client with a past-due account is struggling to pay you or keeps breaking promises of payment, consider adjusting their repayment terms. Sometimes, breaking a large sum that's currently past due into several smaller payments over the following months can help customers prioritize repaying you even when they are struggling to keep their own budget balanced.
Your repayment terms should be upfront about policies for sending customers' past-due accounts to third-party collection agencies or writing off unpaid debts. Generally, at least 90 days should pass before handing off unpaid debts to a third-party collection agency or canceling the debt and sending the customer a 1099-C.
Remember that collection processes are subject to regulations set forth by the Federal Trade Commission's Fair Debt Collection Practices Act. This act outlines how often debtors can be contacted, at what times, and in what manners. Collection rules and regulations can also vary from state to state based on local laws. However, typically, respectful, private contact can legally be made once per day between 8 a.m. and 8 p.m. without being considered harassment.
Establishing strong, personal relationships with your clients will add a human element to the payment process. If the company a client isn't paying feels like an anonymous corporation, the customer won't think as much about the people their late payment impacts. With a foundation of good service and mutual respect, strong client relationships can help to prevent payment problems.
Be sure to check out new clients before extending credit accounts to them. You can run credit checks and even ask for references if a client requests a credit agreement.
For new clients, it's reasonable to request payment up front. You can also establish a down-payment policy that requires all customers to pay for half of their services in advance. This ensures that clients are already invested and committed to the business relationship. Additionally, advanced payment or advanced partial payment will help to strengthen your cash flow.
You should have written payment policies and ensure that they are clearly communicated to customers at the beginning of the relationship. Make sure your customer understands the payment terms and agrees. Payment terms should define payment due dates, any early payment incentives, late payment penalties, the time after which a payment is considered late, and when a past-due payment will be sent to collections.
Early payment incentives offer customers small discounts for remitting payment early. This is a good way for you to speed to the top of their payment priority list, as paying early can help to save them money. While you will forgo a small percentage of profit, you can use incentives to close your cash gap and shorten days paid outstanding.
Late payments have a big impact on your operations. When accounts receivable lag, you can encounter cash flow shortages that inhibit you from operating normally. Late payment fees not only encourage customers to pay on time, but they also help you catch up and cover the cost of preventing cash flow shortages once you finally receive payment.
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To prevent late payments, you must do your part. Invoices should be sent promptly and accurately. Any problems or discrepancies on an invoice can hold up the collection process. Additionally, be sure you are sending invoices in the optimal manner. Ask customers how they wish to receive an invoice (via traditional mail and/or digital invoices through email). Often, sending both forms of invoices is the best way to ensure the right individuals receive notice.
After completing work, be sure to follow up with every customer. You can contact them directly either before or right after sending an invoice. Ask them if they are satisfied, and let them know that they should expect an invoice soon.
Accepting different payment methods helps ensure that your collections process works seamlessly with your client's preferred payment process and accounting department. While businesses traditionally paid bills with checks for the paper trail, advancements in accounting software have simplified electronic payment and record-keeping. By accepting various forms of electronic payments, your business can expedite receivables.
An outsourced back office can help your business save money, strengthen and stabilize cash flow, and establish sound receivable and collection policies that minimize late payments while ensuring compliant, effective collection processes. At GrowthForce, we provide businesses with the team, tools, and technology they need to automate their back offices, optimize their invoices, and take their businesses to the next level.