How to maintain rapport with your clients when asking for payment

One of the most rewarding elements of performance coaching can be the relationships you build with your clients.  Getting to know people and their inner-most fears is part and parcel of your role, ultimately, they are seeing you as they are seeking a change in their life.  It takes time to build these relationships, and great coaches know that building this rapport is critical to keeping your client engaged, and around for life.  

But what happens when that monthly payment does not come through?

The reality is that, apart from the road-tolling companies, nobody likes to chase money.  It puts an awkward vibe on the relationship that you've worked so hard at building.  Matters such as these must be handled with the utmost care, as  you don't want to offend your client.  At the same time, it is unfair that they are taking advantage of your professionalism and your service.  By now, you've probably heard the old "I'm waiting for my pay to come through, then I'll pay you. Is it still ok if we train today?".  How often do you feel like saying "Do you go down to Woolworths and take a loaf of bread and expect to be able to pay for it when your pay comes through?".  We should mention that this is NOT advised.  

What can you do without ruining the relationship?

Here are some simple and effective ways that you might like to approach it via written correspondence.

It could be in the form of an email or a letter.  Some people feel that letters are more professional in this situation, however in this day and age, an email can be just as effective - particularly if you know your client well and/or it is the medium you regularly communicate on.  We would suggest trying the email first as it keeps the situation casual, while alerting your client that they are overdue.

Email

If it is completely out of character, it might be worth letting it wait for a few days before taking action.  Then you could draft a simple email with words to the effect of:

// Hi Jane/Joe, Looking forward to training again on Tuesday. I'm just doing a bit of book-keeping and I noticed that your invoice is overdue.  As you're always on-time I thought it a bit odd.  Would you mind looking into it for me?  Thanks.//

However, if it is a common occurrence, or the second attempt at seeking payment you might like to try something a little sterner (but not too huffy!):

// As per my previous email, I can see that your invoice/payment is still overdue. (Or I I can see that your invoice/payment is overdue again.)  If you are having any issues with making the payment(s), please get in touch as we might be able to sort out a solution together.  In the interest of keeping my book-keeper happy, I'm going to have to put our sessions on hold until this is sorted out.  If you have any questions, please get in touch.//

Letter

Failing this - there's the good old-fashioned letter. There is something a little more serious about receiving a letter. A letter requesting payment must be written in such a way that is tactful and maintains your professionalism. We suggest to keep it short, and to the point.  

// Re: Overdue Payment Reminder

My records show that I have not received your payment of $350 which was due on January 23, 2013. This may have been an oversight on your part and if so, please remit the funds due immediately.

In order to continue to train, I will need your payment in full.

If your records show that you submitted this payment before the date of this letter, can I kindly ask that you get in touch so that the discrepancy can be resolved and any errors corrected on your account.

If you are experiencing financial difficulties, please contact me so that I can help you in working through the situation and bring your account back up to date.

Please call on the number listed above so that we can begin to work through this situation together. //

Simple, to the point and non-so-demanding.  This will protect your relationship, and more importantly  your professionalism.  

Might we suggest however, evaluate where your time is best spent.  Sometimes it's best to let the repeat offenders go.  After all, the time you spend growing your business and seeking new clients may be less stressful than the time spent chasing their payment.  Food for thought anyway.