Confident Cashflow

If you’ve ever stared at your screen or hesitated on a call, wondering how to phrase that next payment-chasing message, you’re not alone. The words you use, written or spoken, can mean the difference between a swift response and being ignored for weeks.

Good credit control isn’t about being pushy. It’s about being clear, consistent, and professional. And if you get your communication right, you won’t just get paid on time, you’ll strengthen client relationships while you’re at it.

Here’s what to say (and what to avoid) when talking about money.

1. Ditch the drama, keep it adult

When payments are overdue, it’s easy to slip into a stressed-out tone without realising. But leading with frustration or fear usually gets people’s backs up.

Instead of: “Why haven’t you paid?”

Try: “Is there something we should be aware of that is preventing you from paying this invoice?”

These approaches keep things factual and respectful, appealing to the ‘Adult’ ego state (from Transactional Analysis). You’re far more likely to get cooperation than defensiveness.

Read more about why asking for payment can feel so uncomfortable

2. Match your message to their style

Some clients want the facts, others want reassurance. That’s where DiSC profiling comes in (learn more about DiSC here):

• D (Dominant): Get to the point. Focus on action and deadlines.
• I (Influence): Be friendly. Make it personal.
• S (Steady): Be reassuring. Give them space to respond.
• C (Conscientious): Provide detail. Be precise.

When you tailor your tone to the person, not just the problem, you’ll get a better result. And if you don’t know their style? Start with a neutral, respectful tone. Stick to the facts, keep your language professional, and pay attention to how they respond. Their replies will often give you clues.

3. Structure your follow-ups

Chasing payments isn’t about one stern email or a hesitant phone call. It’s a process. The timeline may flex depending on your client base, but here’s a basic structure to build from:

• Before due date: Friendly reminder
• On due date: Quick nudge
• 2–3 days after: Polite prompt
• 5–7 days after: A combination of personal emails and calls
• If still unresolved after 28 days: You might consider escalation, depending on whether the relationship is ongoing or more transactional. Earlier escalation could damage valuable relationships, so tread carefully.

Consistency, not escalation speed, is what encourages payment.

4. Handle objections like a hostage negotiator

Clients sometimes dodge payment conversations with vague excuses. That’s when tactical empathy, as outlined in Never Split the Difference by Chris Voss, becomes useful. It’s about creating connection and diffusing tension:

• Mirror: Repeat their last few words. “Cash flow problems?”
• Label: Identify emotions. “It sounds like you’re under a lot of pressure.”
• Ask: “What can we do to get this sorted this week?”

These techniques help people feel heard and lower their defences, which makes it easier to reach an agreement.

And if they say they’ll get back to you? Respond with something like, “That’s great. If I’ve not heard from you by [date], I’ll give you another call.” This keeps the ball in your court and gently raises the odds they’ll follow through.

5. Say what you can do

Avoid focusing solely on what hasn’t happened. Instead, guide towards a next step, once you understand the issue.

Instead of: “This needs sorting urgently.”

Try: “If cash flow is tight, we could look at splitting this into two payments. Would that help?”

This isn’t your opening move, but a reasonable offer when there’s a genuine barrier to payment.

6. Don’t wait too long

Waiting “just one more week” feels polite, but it actually makes things harder. The longer you leave it, the harder it is to chase.

Have a process and stick to it. The more consistently you follow it, the more second nature following up becomes. It removes the guesswork and helps you stay on top of what needs chasing and when.

7. Watch your words

Some words can unintentionally undermine your message:

• “But” – It dismisses everything that came before. Use “and” instead to keep the tone constructive.
• “Just” – It makes you sound hesitant or apologetic. “Just checking in” becomes more confident as “Checking in.”
• “Sorry to chase” – There’s no need to apologise for following up. Try “Following up as agreed.”

Written or spoken, these tweaks make a big difference in how you’re perceived.

8. Keep it consistent

Effective credit control isn’t about a magic script. It’s about consistently communicating with clarity, empathy, and confidence, whether that’s over email, on the phone, or face to face.

And finally, follow through. If you’ve promised to send information or said you’d take further action, make sure you do. It builds credibility and reinforces that you’re serious about getting paid.

Learn more about our Credit Control Training

Want to build confidence in your credit control conversations? Let’s chat.