What To Do When Your Customer Doesn't Pay

As a tradesperson in the UK, securing payment for your hard work is crucial for maintaining cash flow and ensuring the sustainability of your business. Unfortunately, late payments or non-payments are common challenges in the trade industry.  

This guide will explore effective strategies for setting payment terms, dealing with late or non-paying customers, and protecting your trade business. 

Understanding the Importance of Payment Terms 

Payment terms are the conditions set out under which you agree to complete a job, and the customer agrees to pay. Clear, well-defined payment terms can prevent misunderstandings and disputes, helping you maintain positive customer relationships and a healthy cash flow. Here are some key elements to include in your payment terms: 

1. Payment Schedule: Specify when payments are due, such as a deposit upfront, progress payments, and the final balance upon completion. 
2. Payment Methods: Indicate acceptable forms of payment (e.g. bank transfer, credit card, good old-fashioned cash). 
3. Late Payment Penalties: Clearly state any interest or fees that will apply if payments are made late. 
4. Consequences of Non-Payment: Outline the steps you will take if payments are not received, such as stopping work or taking legal action. 

Steps to Take When a Customer Doesn't Pay 

Even with clear payment terms in place, there may be times when customers fail to pay on time, which can cause a real headache. Here are the steps you can take to handle such situations effectively: 

1. Send a Friendly Reminder: 

Sometimes, a gentle nudge is all that's needed. Send a polite email or text message reminding the customer of the overdue payment. Include the invoice details and a copy of the payment terms they signed up to. 

Example: "Hi [Customer Name], I hope you're well. This is a friendly reminder that invoice #12345 for £500 was due on [due date]. Please make your payment at the earliest convenience. Thank you, [your business name]." 

2. Follow Up with a Phone Call: 

If the reminder doesn't work, follow up with a phone call to the customer. This personal touch can make a difference and allows you to discuss any issues the client might be facing. 

Example: "Hello [Customer Name], I'm calling to follow up on the invoice #12345, which is now overdue. I wanted to check if everything is okay and if there's anything I can do to assist you in making the payment." 

3. Send a Formal Late Payment Notice: 

If payment is still not received, send a formal late payment notice to them. This should be more assertive and reiterate the late fees or interest that will apply if the payment is not made immediately. 

Example: "Dear [Customer Name], this is a formal notice regarding the overdue payment for invoice #12345. As per our agreement, late fees of [X%] per month will be added to the outstanding balance if payment is not received within [number of days]. Please make the payment immediately to avoid additional charges." 

4. Consider Offering a Payment Plan: 

If the customer is experiencing financial difficulties, offering a payment plan can be a pragmatic solution and help you manage your cash flow. This shows goodwill and can help you recover the owed amount over time. 

Example: "Dear [Customer Name], I understand that you might be facing financial difficulties. To assist you, I'm willing to set up a payment plan. Please let me know if this would be helpful, and we can discuss the details." 

5. Engage a Debt Collection Agency: 

If all your attempts to secure payment have failed, it might be time to engage a professional debt collection agency. They have the knowledge/ expertise to handle difficult cases and can often recover funds more effectively. 

Tip: Choose a reputable agency that operates transparently and ethically to avoid damaging your trade business's reputation. 

6. Take Legal Action: 

As a last resort, you may need to take legal action to recover your money. This could involve issuing a statutory demand, going to small claims court, or pursuing a county court judgment (CCJ). 

Tip: Consult a legal professional to understand the best course of action for your situation and to ensure all steps are followed correctly. 

Preventing Payment Issues 

While dealing with late or non-payment is essential, preventing such issues in the first place is even better. Here are some proactive measures you can take: 

Vet Your Customers: 

Before starting work, check the creditworthiness of new customers. You can use credit reference agencies or ask for references from previous tradespeople. 

Tip: Trust your instincts. If a customer seems unreliable or evasive, consider requesting a larger upfront deposit or full payment before commencing work. 

Use Written Contracts: 

Always use a written contract outlining the scope of work, payment terms, and deadlines. Both parties should sign this contract before any work begins. 

Tip: Keep a copy of all contracts and correspondence for your records. 

Request Deposits and Progress Payments: 

Asking for a deposit before starting work and progress payments throughout the project can help you manage cash flow and lower the risk of non-payment. 

Example: "To secure your booking, a 25% deposit is required. Further payments will be made at the completion of each project phase." 

Invoice Promptly and Clearly: 

Send invoices as soon as the work is completed, and ensure they are clear and easy to understand. Include all the necessary details, such as the breakdown of services, payment methods, and due dates. 

Tip: Use accounting software to streamline the invoicing process and send automatic reminders for overdue payments. 

Build Good Relationships: 

Maintaining good relationships with your customers can encourage timely payments. Be professional, communicate effectively, and deliver high-quality work to build trust and loyalty. 

Tip: Follow up with customers after completing a job to ensure they're satisfied. Happy customers are more likely to pay on time and recommend your services to others. 

Why Tradespeople Are Choosing Rhino Trade Insurance

Tradespeople around the country choose Rhino Trade Insurance because we offer personalised, comprehensive coverage designed specifically for the unique risks and challenges of the trade industry.  

With Rhino, you get affordable premiums, flexible payment options, and exceptional customer service, ensuring you're protected without breaking the bank.  

Plus, our straightforward claims process and knowledgeable support team mean you can focus on your trade project, knowing you're backed by a trusted broker who understands your needs. 

Get Paid On Time Now! 

Dealing with late or non-paying customers can be a stressful and time-consuming process for tradespeople. However, by setting clear payment terms, taking proactive measures, and knowing how to handle difficult situations, you can protect your trade business and ensure a steady cash flow.  

Remember, the key is to communicate clearly, act professionally, and seek assistance when absolutely necessary - we know it can be difficult, but being the bigger person is always best.  

With these strategies in place, you can focus on what you do best: providing excellent trade services for your customers. For all of your trade insurance needs, give our team a call and get your policy set up in a minute: 0116 243 7904.