Call Back Later

Recognising the Wrong Time to Talk

If you hear any of the following during a call to a late-paying customer, it might be best to reschedule your conversation:

• "I can put you through to Tony, but he's extremely busy with the tax auditors right now."

• [Sound of a baby crying]

• "Lizzie, if you keep reversing like that, you'll hit the... Oh, no!"

• "Down, Fido! No, down boy!"

These are clear signs that it's not the ideal time for a discussion. Instead of pushing through, speak quickly and acknowledge the situation. Use a phrase like this:

"Tony, hi. It’s [your name] from [your company]. I wanted to talk about your account, but it seems this is a bad time. I'll call back later—would two o’clock or three o’clock work better?"

With this approach, you've:

1. Introduced yourself and the purpose of your call.

2. Recognised it’s a bad time to talk.

3. Taken control of the situation.

4. Made it clear you’ll call back, rather than disappearing.

5. Offered two specific times for a follow-up call.

Trying to discuss the account while they're distracted won’t be effective. They may promise to pay just to end the call, but won’t remember it later. Instead, give them space and make sure to call back when they said they’d be available.

When you do follow up, say:

"Hi, Tony, it’s [your name] from [your company] again. I’m calling back about your account. You mentioned that this would be a better time to talk."

Then stay quiet. They’ll likely appreciate your earlier consideration and be more willing to engage with you.