Step-by-Step Plan for Unresponsive Clients

What should you do if your client has gone silent on an invoice?

Here’s a step-by-step plan businesses can follow, from initial follow-up to third-party escalation.

Step 1: Immediate Follow-Up and Reminder Sequence

• Pre-due reminder a few days before the payment date, reducing the chance of missed payments.
• First overdue reminder shortly after the due date, using polite and professional language, assuming oversight rather than bad intent.
• Set a regular follow-up schedule, e.g. weekly or bi-weekly reminders via email.
• Use different communication channels (e.g. email and phone) to improve the chance of reaching the right contact.

Step 2: Documentation and Tracking

• Log every attempt: date, communication channel, message, and response (or lack thereof).
• Review the original invoice structure for clarity, completeness, and whether it includes clear due dates, itemized services, and terms and conditions.

Step 3: Investigate and Engage the Client

At the second or third follow-up, consider a direct outreach attempt:

• Call the client and ask directly if they need the invoice re-sent, have concerns about the services, or if payment is delayed for internal reasons.
• If there is a dispute, invite them to discuss the issue.
• If cash-flow constraints are apparent, offer a structured payment, including due dates and consequences for missed payments.

Step 4: Third-Party Intervention and Collection

If internal collection efforts fail, engaging a professional third-party collector can become the next strategic step.

• A commercial debt collection partner brings industry expertise, knowledge of legal frameworks, and experienced negotiation.
• Engaging before an invoice becomes aged beyond several months will give you a better chance of recovering the full amount, as well as a chance to maintain the client relationship.

Learn more in our latest article.

Ready to Escalate? We can Help with Commercial Debt Collection

Want to learn more or initiate the collection process? RSD is ready to help you recover what’s owed efficiently and professionally. Contact our friendly experts at (248) 370-8160 or by submitting a contact form.