How to Communicate with Clients at Different Stages of Overdue Payments

Using standardized templates and all available communication channels ensures consistency in outreach, helping clients respond promptly to avoid penalties. Consistent messaging and documentation also build accountability and set clear expectations for payment.

Triggered Initial Email

Purpose: An automated email is sent immediately after a missed payment. It serves as the first reminder, encouraging the client to resolve the overdue balance promptly.
This email will be sent directly from the account manager's email domain, so any responses from the client will go to the Publisher.
The email will be documented in the history of the client's account profile under the Details tab.
Content: Friendly reminder with instructions for accessing the client portal to pay.

Communication Templates for Each Stage

1-30 Days Overdue

Email

Template Name: "Outstanding Invoice (1-30 Days Aging)"
Purpose: A friendly reminder email, encouraging the client to resolve the overdue balance and inviting them to reach out if they need assistance.

Phone Call

Tone: Friendly, understanding, and helpful.
Script: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. I hope I’m not catching you at a bad time. I wanted to follow up regarding your outstanding invoice for [Service/Advertisement]. Have you had a chance to review it? I’m here to help if you have any questions or need assistance with payment.”
If there’s no answer, leave a voicemail: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. I’m reaching out regarding your outstanding invoice. Please call me back at your earliest convenience. Thank you.”

Text Message

“Hi [Client’s Name], this is [Your Name] from City Lifestyle Publications. Just a reminder about your outstanding invoice. Let me know if I can help with any questions. Thank you!”

31-60 Days Overdue

Email

Template Name: "Outstanding Invoice (31-60 Days Aging)"
Purpose: A firmer reminder to stress the importance of timely payment and to encourage prompt action before penalties are considered.

Phone Call

Tone: More direct, while still professional and courteous.
Script: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. I’m reaching out about your outstanding invoice for [Service/Advertisement], which is now 31+ days overdue. We would like to help you get this resolved as soon as possible to avoid any further steps. Please feel free to contact me if you need any assistance.”
If no answer, leave a voicemail: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. I’m calling about your overdue invoice. Please contact me at your earliest convenience to discuss your account. Thank you.”

Text Message

Content: “Hi [Client's Name], this is [Your Name] from City Lifestyle Publications. Your invoice is now overdue. Please contact me if you need assistance. Thank you!”

60-90 Days Overdue

Email

Template Name: "Outstanding Invoice (60-90 Days Aging)"
Purpose: A strongly worded reminder email explaining the potential consequences of non-payment, including service impacts or penalties.

Phone Call Instructions

Tone: Firm and clear about the consequences if payment is not received soon.
Script: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. I’m reaching out about your invoice, which is now significantly overdue. We’d like to help you avoid any penalties and service interruptions. Please contact me at your earliest convenience to discuss your options for resolving this balance.”
If no answer, leave a voicemail: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. We need to discuss your overdue balance and the potential next steps. Please contact me as soon as possible. Thank you.”

Text Message

Content: “Hi [Client's Name], this is [Your Name] from City Lifestyle Publications. Your invoice is now overdue, and we need to discuss next steps. Please reach out at your earliest convenience.”

90+ Days Overdue

Email

Template Name: "Pending Collections Email (90+ Days Aging)"
Purpose: Final notice warning the client that the account will be submitted to collections if the balance is not paid immediately.

Phone Call

Tone: Assertive and direct, emphasizing this as the final opportunity to avoid collections.
Script: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. Your invoice is now over 90 days overdue. We must receive payment immediately to avoid referring your account to collections. Please contact me as soon as possible to discuss any questions or finalize payment.”
If no answer, leave a voicemail: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. This is your final opportunity to resolve your overdue balance before we move forward with collections. Please contact me immediately.”

Text Message

Content: “Hi [Client's Name], this is [Your Name] from City Lifestyle Publications. Your account is at risk of being sent to collections. Contact me immediately to avoid this.”

Final Notice

Email

Template Name: "Outstanding Invoice (Final Notice)"
Purpose: An urgent, final email notifying the client of the impending collections action or account closure if no payment is received.

Phone Call

Tone: Final, direct, and clear.
Script: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. This is a final attempt to reach you regarding your unpaid invoice. If we do not receive payment immediately, we will proceed with collections. Please contact me today to prevent this action.”
If no answer, leave a voicemail: “Hello [Client's Name], this is [Your Name] from City Lifestyle Publications. This is our final attempt to contact you regarding your unpaid invoice. If we do not hear from you, your account will be submitted to collections. Please contact us immediately.”

Text Message

Content: “Hi [Client's Name], this is [Your Name] from City Lifestyle Publications. This is a final notice before collections. Please reach out today.”

Documenting Communication in ARC

Importance: Consistent documentation in ARC provides a complete history of attempts and client responses, which is crucial if the account escalates to collections.
Action: After each contact attempt, record the interaction in ARC, noting the date, client response, and any agreed-upon next steps.