Dear Jim,
I have a client who, for the most part, is an excellent customer.
However, I’ve run into a problem. He has refused to pay a $7,500
Bill, claiming that the services we provided had to be redone by
Someone else after we did the job. I have spent a great deal of
Time developing this relationship and I don’t want to end it. On
the other hand, I don’t want to be looked on as a chump and get
taken. What should I do?
Ticked Off in Jersey
Dear Ticked Off,
This does not sound like a case of someone taking your services
And then claiming they don’t have the money to pay you. It’s
Important to be able to recognize the difference between a
Genuinely disputed bill and someone who is deliberately trying
To rip you off. This
Appears to be a quality client, the kind you want to keep and
Nurture. I’m guessing that your business relationship with this client
Has resulted in a lot more income for you than the $7500 in
Question. Put your experience and business skills to work here and
Ask yourself some questions:
Is the client a repeat customer?
Have they paid on time in the past?
How long have you had the client?
Have they given you referrals?
Can you see their side in this dispute?
How much money is involved
Is losing that amount worth saving the
Relationship?
Is the client likely to provide more work
in the future?
What might the client be worth to you
in the future?
Find out what caused the misunderstanding. Maybe someone
Messed up on your end. Then clearly and
Calmly communicate your position to the client. Be polite!
Don’t push. Seek information, not confrontation. If no
Understanding can be reached, forget about the money and don’t
Bring up the subject again. If you see the client as being a big
Part of your future you may want to forgive the debt without
Any further inquiry on your part. Instead, send them a large
Box of candy and a pair of tickets to the theater.
About the Author
Jim Finucan has been a top gun professional bill collector for
Some 15 years. His book “Past Due A Bill Collecting Manual”
Has helped many businesses double their debt collections using
The professional techniques he has developed.