Prepare a clear recovery strategy
You may be wondering why a structured strategy is essential. Simply because it's like a roadmap: without it, you risk going round in circles and losing credibility with your customers.
Start by tracking down your DSO (Days Sales Outstanding)this financial thermometer that measures how many days your receivables on averageThe lower it is, the better it is for your cash flow. Find out how to optimize it in our complete guide to DSO.
The 3 pillars of a winning strategy :
- Set the rules right from the invoice: Payment deadline, possible penalties, dedicated contact... Be as clear as possible. Example: "Payment expected before January 31st" - no room for ambiguity here.
- Use receivables management software: Automate reminders, track payments in real time and centralize information. For example, an automatic reminder is sent 7 days before the due date, and another on D+3 if payment is late. Simple and effective!
- Train your teams to manage unpaid bills: Because a well-prepared team is an effective team. Courteous but firm tone, active listening, tailor-made solutions. Imagine a customer expressing difficulties: propose a payment schedule, but gently remind them that a bailiff will be on the lookout if nothing is done.
The bonus? Less time wasted on random reminders, less tension, and a boosted collection rate. Why not try it out on your next invoice?
Use appropriate communication channels
The essential tools for effective dunning
The way you contact your customers counts. Why limit yourself to a single channel when several can be effective depending on the situation?
Email, a classic that can't be ignored
Email is the most commonly used reminder tool. Why? Because it's professional and traceable. Because it's professional and traceable.
- How to structure an email reminder?
- A clear and striking object Reminder - Invoice [Number] awaiting payment.
- Message body : Use a respectful but firm tone. Example:
"Hello [Customer name],
We would like to remind you that invoice [Number] in the amount of € [amount], which fell due on [due date], remains unpaid to this day. Please proceed with payment as soon as possible, or contact us if you encounter any difficulties.
Best regards,
[Your name and position] "
- Key benefit : The email leaves a written trace, which is essential in the event of a subsequent dispute.
- Tip: Enclose a copy of outstanding invoice(s).
SMS, RCS: Speed and efficiency
Perfect for small amounts or light delays. The short, direct format is perfect for capturing attention.
- When to use SMS?
- A few days before the due date to inform the customer of the payment deadline
- As a complement to an email, to follow up without being intrusive.
- SMS example:
"Hello [Name ], we would like to remind you that the invoice [Number], in the amount of €[amount], due on [date], is awaiting payment. Thank you for your prompt payment. [Secure payment link] " - Key benefit The open rate of an SMS is estimated at between 90% and 98% , which means that virtually all SMS messages sent are read by their recipients.
RCS is like an SMS, but better: interactive, modern, and it can even integrate a direct payment button...
- Key advantage: RCS have an even higher open rate than SMS, because they appear as enriched conversations in native messaging applications.
The telephone, for human contact
For delicate situations or large amounts, there's no substitute for a direct call. The best solutions are often found through face-to-face discussions.
- How to structure your telephone reminder?
- Introduce yourself clearly: "Hello, I'm [Your name] from [Company name]."
- State the situation factually: "We have noted that invoice [Number] in the amount of €[amount], due on [date], has not yet been paid."
- Be a good listener: Ask if there are any difficulties or errors that are causing the delay.
- Propose solutions: "Would you like to settle directly or do we need to agree on a schedule?"
- Here's a concrete example: A customer tells you he's having cash flow problems? Make a clear offer to pay in instalments on specific dates.
- Key benefit : Creates a close relationship and shows your willingness to find a solution.
Dunning letters: the final warning
If all your other reminders have failed, you have no choice but to move on to the next, more formal stage. The paper letter marks an official step in the collection process.
- Sample letter:
- Include all essential information (invoice, amount, due date).
- Add a clause reminding you of the potential legal consequences.
- Keep your tone professional.
- Case in point: A registered letter with acknowledgement of receipt can be used to notify the customer that a file will be passed on to a third party if there is no response within 7 days.
- Key benefit : Lends legal weight to your reminder.
Chatbots and instant messaging: Saving time 24/7
Have you thought about chatbots? They can answer questions, guide debtors through a payment process and automate certain tasks without human intervention.
- Advantage Clé: 24/7 availability and reduced costs by automating certain repetitive tasks (e.g. sending payment links)
Summary of the different relaunch channels
Communication channel
When to use it
Concrete examples
Key benefit
In most cases - formal, professional and traceable reminders
Subject: Reminder - Invoice [Number]
Structured, courteous message
Attachment: invoice
Traceability and proof in the event of litigation
SMS / RCS
Small amounts, quick recalls, gentle relaunches
Complementing an email
"Hello [Name], the invoice [Number] for [amount] € is pending. Thank you for your prompt payment. [Link] "
Very high opening rate (90-98 %)
RCS = Rich SMS with integrated payment button
Phone
High amounts, sensitive situations, need for dialogue
Presentation → Factual presentation → Listening → Solution proposal (e.g. schedule)
Creating a human link, favoring customized solutions
Dunning letter (paper)
Last resort after other reminders have failed
Official and formal stage
Registered letter with acknowledgement of receipt mentioning invoice, due dates and potential legal consequences
Significant legal weight, formal act of dunning
Chatbot / Instant messaging
To automate simple, out-of-hours exchanges
Fast 24/7 payment
Chatbot sends payment link, answers frequently asked questions about due dates
Available 24/7, automates repetitive tasks, reduces costs
👉 The magic trick ? Alternate channels to increase the number of touches without getting bored, and adapt your message to your customer's situation. Have a complete plan in mind for every situation.
Personalize your reminders
Why is personalization so important? Because it transforms a simple reminder into a real dialogue. Every situation is unique, and understanding this helps toavoid a lot of tension. Of course, you're not going to give the same treatment to a loyal customer who's been with us for 5 years and just forgot an invoice and a new customer.
Understand the reasons for unpaid invoices before sending out reminders
Before sending a reminder, take the time toidentify the reasons for delay and ask yourself the right questions:
- Was the invoice sent and received correctly?
- Is there a problem with the payment terms?
- Is the customer experiencing financial difficulties?
Tailor tone and content to the business relationship
Each customer has a different importance for your company, and you obviously don't have the same relationship with a long-standing customer as with a new one (especially if they don't pay).
- For a loyal customer :
- Use a benevolent tone and value the existing relationship. Example:
"Hello [Name],
You are an important partner for our company, and we thank you for your loyalty. We have noticed that invoice [Number], for [amount], is still pending. Can you let us know if everything is in order for its payment?"
- Use a benevolent tone and value the existing relationship. Example:
- For occasional customers :
- Remain factual and courteous. Example:
"Hello [Name],
We would like to remind you that invoice [Number], in the amount of €[amount], fell due on [date]. Please inform us of the status of this payment."
- Remain factual and courteous. Example:
Personalize your messages based on exchange history
You know that feeling when a shopkeeper remembers exactly what you like? Isn't that nice? It's the same with your reminders. Use your CRM tool to centralize the history of your interactions with each customer, so that it's easier to use this information for your reminders.
- If the customer has often paid late but without any major incident, adopt an understanding tone:
"We know that delays can occur, but we thank you for keeping us informed about this invoice." - If the customer is usually punctual, opt for a discreet reminder:
"There seems to have been an oversight regarding your invoice. We are available for any questions."
Offer customized options
To facilitate payment, offer solutions tailored to your customer's needs:
- Payment in instalments in the event of financial difficulties.
- Conditional discounts for prompt payment.
- Direct link to an online payment platform.
Concrete example: When a customer mentions tight cash flow, propose a precise payment schedule: "We can agree on three equal payments over the next few months, with the first payment by [date]. What do you think?"
👉 The pitfall to avoid Generic reminders. Tailor your reminders to your customer's profile and the relationship you have with them. The ultimate aim is to get paid, but also to preserve the business relationship.
Offer flexible payment solutions
What if we told you that being flexible could speed up your cash flow? Paradoxical, isn't it? And yet, when a customer is struggling to pay, giving them a helping hand often creates a positive domino effect.
Make it easy to pay in instalments
A large one-off payment can block certain customers. Take that customer who owes you €5,000 but is facing cash flow problems. Propose payment in 5 x €1,000 instalments, and you'll see that the situation can quickly become much simpler.
Here's how it works in practice:
- Assess its financial health.
- Define a precise schedule (e.g. three payments at monthly intervals).
- Put everything in writing - a simple email will do.
Offer convenient payment methods
Some customers prefer bank transfers, others cards. Why force them?
Concrete examples :
- Payment link in the reminder email → 1 click and you're done.
- Auto direct debit for subscriptions → "Forget about reminders, we take care of everything."
- Digital portfolio (Stripe, Lydia) → As easy as buying on Amazon.
The result? A customer stressed by a bank transfer could pay instantly via PayPal.
Create a collaborative approach to litigation
When faced with a disagreement (non-compliant service or billing error), don't get into a conflict. Talk it out!
The winning scenario:
- Ask the customer to specify the problem.
- Study the documents together to identify the source of the dispute.
- Suggest a amicable solution : partial reduction, rebilling, or updating services.
- Concrete example: If a customer disputes a service deemed incomplete, agree on a partial refund rather than getting bogged down in a long and costly dispute.
👉 The trap Don't give in on everything! An unrequited discount is like giving a gift for no reason - it sets a precedent.
At the risk of repeating ourselves, be flexible and adapt to the customer's needs, showing understanding but remaining firm at the same time.
Use a third party like France Contentieux to avoid tensions
Imagine: you've tried everything, but the customer is ignoring your reminders, like a customer who leaves the table without paying... This is where calling in a company specialized in debt collection, like France Contentieux, comes into its own. Our job? Collect the bill and get the customer's good opinion.
Identify the right moment
Here are a few warning signs that it's time to hand over the reins to a collections expert.
- Radio silence after several reminders.
- Dispute persists despite your mediation efforts. (e.g.: "I dispute the invoice" without proof)
- Overdue payments exceeding 90 days.
- This is a significant amount, which is putting a strain on your cash flow.
Example: An SME with a large customer base may decide to send invoices older than 60 days to France Contentieux to avoid mobilizing its own internal resources.
Why outsource receivables management?
By delegating to collection professionals, you benefit in concrete terms: Calling on France Contentieux offers several advantages:
- Emotional neutrality is essential in conflict situations.
- Proven legal and relational expertise.
- Considerable time savings for your in-house teams.
- Fast, measurable results.
Experts can, for example, send official letters, make business telephone calls or offer customized payment arrangements.
Protect your customer relationships
Think of France Contentieux as the Switzerland of your customer relations: neutral, reassuring, and above all effective in resolving tensions without ever taking sides.
Prepare the transfer efficiently
Here, we need complete and precise information:
- Paperwork: Invoices, contracts, purchase orders, emails, dunning letters, etc.)
- Context: Details about the customer and the situation
Consider legal action as a last resort
If, despite the intervention of France Contentieux, the customer refuses to pay, a legal action can be enforced through appropriate legal procedures: formal notice, legal action....
🏅 Bonus: By outsourcing, you free up time to... find new customers! Sometimes, letting go is the best strategy.
And now you have all the keys you need to transform your unpaid reminders a balancing act: firm on substance, flexible on form. These 5 techniques aren't just "tricks" - they're a management philosophy in which newfound money goes hand in hand with a new way of doing business. preserved relationship.
The final word: Overdue payments are not inevitable - just a process problem to be optimized.
So, are you ready to turn your receivables into cash... without losing your customers along the way?
