We'll phone you

People Don’t Like Phone Calls, So Try This Instead

Last Saturday, we sent 45 emails, and as of Tuesday at 5:00 p.m., 28 recipients have responded. Here’s a simple technique to encourage debtors to reach out to you—saving you the hassle of constant follow-ups.

Think about it: if you owed someone money, would you prefer a written reminder or a phone call? Most people will go out of their way to avoid talking about overdue payments over the phone. Following the idea of “Deliver Good News in Person, Send Bad News in Writing,” here’s an effective approach you can use:

Here’s the email we sent:

Subject: Follow-up on Outstanding Invoice
Dear [Recipient's Name],

We refer to previous reminders regarding the following:

Invoice for: ABC Services Pty Ltd
Invoice No: 104256
Amount Due: $6,600.00

We plan to give you a call next week to see if we can be of any help or address any questions you might have, as this payment has now exceeded our usual credit terms. If payment has already been sent, thank you, and please disregard this reminder.

Regards,
Michael Todd

A week earlier, we sent this email:

Subject: Follow-up on Outstanding Balance
Dear [Recipient's Name],

The amount in our previous email (see below) reflects a balance due from July. Please let us know when you anticipate forwarding the payment or reach out if there’s anything I can assist you with.

Regards,
Michael Todd

And here’s the initial reminder from this series:

Subject: Outstanding Invoice Reminder
Dear [Recipient's Name],

Invoice for: ABC Services Pty Ltd
Invoice No: 104256
Amount Due: $6,600.00

According to our records, this amount remains outstanding. If payment has already been made, thank you! If not, please arrange for settlement at your earliest convenience. Don’t hesitate to contact me if you have any questions or need assistance.

Kind regards,
Michael Todd

Why This Works:

By gradually increasing the urgency across a series of polite emails, you give the debtor multiple opportunities to respond before escalating to a phone call. Each message is respectful, brief, and clear, providing a structured approach that’s non-confrontational yet effective.