In business, relationships are everything—especially those with your customers. Positive customer relations contribute to satisfaction, repeat business, and even glowing endorsements. However, a lesser-known benefit of strong relationships is that they can lead to more punctual payments, strengthening your cash flow. The reality is simple: the better your relationship, the less likely customers will delay payments.
Here are effective strategies for building strong relationships with customers’ accounts payable teams, helping you maintain a positive rapport while improving payment practices.
1. Always Be Polite and Professional
Professionalism and politeness should underpin all communications—especially when chasing overdue invoices. While late payments can strain relationships, it’s vital to stay calm and maintain a respectful tone. Whether you’re a credit controller or a business owner, your approach reflects your company’s brand.
Be consistent with your tone and actions. Leniency on one invoice could set an unwanted precedent, encouraging further delays.
2. Build a Personal Connection
When regularly dealing with accounts payable teams, take opportunities to get to know them. Small talk about their weekends, families, or hobbies helps build rapport. Remember key details and refer back to them in future conversations. This personal touch demonstrates that you value them as individuals, not just as payment contacts—strengthening trust and encouraging prompt action on invoices.
3. Maintain Regular Communication
Don’t wait until an invoice is overdue to contact accounts teams. Regular check-ins throughout the credit period are great for relationship-building and effective credit control.
For example, a quick call after issuing an invoice ensures:
- Receipt of the invoice.
- Confirmation of payment due dates.
- Awareness of your preferred payment methods.
Staying proactive minimizes disputes and gives you opportunities to strengthen your relationship.
4. Make Payments Easy
Simplify the payment process by offering multiple options, such as bank transfers or online payments. Avoid methods like cheques that can delay payments unnecessarily. The easier it is for customers to pay, the faster you’ll receive funds.
5. Provide Clear and Accurate Invoices
Ensure all invoices are accurate and easy to understand. Include:
- Correct contact details (name, company, and address).
- Payment terms and methods.
- A clear description of goods or services.
Ambiguity or errors can cause unnecessary delays, so get it right the first time.
6. Master the Right Tone
Effective credit control is about knowing when to be firm and when to show empathy. A softer approach works for genuine mistakes, but a more assertive tone may be required when payments are repeatedly delayed. Getting this balance right preserves relationships while keeping cash flow moving.
7. Implement Formal Processes
Having clear credit control processes—like when to contact customers or how to handle disputes—can remove emotion from tricky situations. For example, referencing company policy or T&Cs when chasing overdue payments shows you’re acting on procedure, not personal frustration.
However, showing flexibility when appropriate can also strengthen relationships. A simple “I’ll make an exception this time” can build goodwill while encouraging payment.
8. Respond Quickly
Nobody likes waiting for replies. If a customer contacts you with queries or disputes, respond promptly—even if you need to escalate the matter internally. Quick responses demonstrate professionalism and build trust.
9. Say Thank You
A simple “thank you” when a customer pays on time goes a long way. It’s polite, shows appreciation, and subtly reinforces the value of prompt payments.
Final Thoughts
Strong relationships with customers’ accounts teams go beyond just securing payments—they strengthen your reputation, improve cash flow, and reduce delays. By staying professional, proactive, and approachable, you’ll build trust that keeps invoices paid on time and relationships intact.
Your customers will not only appreciate it—they’ll reward you with their promptness.