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Business owners who extend credit often ask the question "What should I do when my customer's account is past due?" It's a difficult situation because you work hard at attracting new business and you don't want to lose customers, but your ability to follow-up and properly communicate with your customer will dictate whether you get paid or not.

The first thing you should do is make them aware their account is past due by sending them a statement. If payment is not received within the next 15-30 days contact them by phone and ask them when you can expect payment.Perhaps it was an oversight and they are happy to pay today, but if not, identify the objection and provide a solution.

If your customer cannot pay today perhaps they can pay later in the week or the next time they get paid, but a firm commitment should be made.If they cannot pay in full determine a suitable arrangement by breaking the balance up into 2 or 3 payments.Address any disputes and eliminate excuses.Once you and your customer come to a payment agreement repeat the arrangement and confirm the payment terms.

Refusal to take responsibility for the debt is a sure sign your customer is trying to avoid responsibility and the account should be sent to a professional collection agency.