Most people receive more messages than they can comfortably manage. As a result, an important request can disappear beneath a pile of less useful messages. Clear reminders often give people a better chance of taking action than a flurry of vague messages.
Why Vague Reminders Fail
Imagine a customer receives five emails about an outstanding invoice. Each email says; “Just checking in” or “Please arrange payment when possible”.
The customer knows someone wants payment. However, they may still need to find the invoice, check the amount and locate your bank details. Consequently, they might leave the task under later. Another vague reminder simply adds to their inbox.
A clearer debt reminder removes these obstacles, as it gives the customer the information they need to make payment or explain the delay.
What Research Says about Clear Reminders
Research supports the value of clear payment reminders.
A UK trial examined different text reminders for unpaid court fines. Researchers found that personalised messages encouraged more people to make payments. Messages that included the recipient’s name performed particularly well.
Another study examined more than 32,000 borrowers with overdue loans. Researchers found that additional reminders produced small improvements in payment rates. However, some approaches reduces effectiveness, especially after borrowers had already promised payment.
Therefore, the evidence does not support a strict one-reminder rule. Instead, it suggests that businesses should focus on clarity and timing, as well as the customer’s circumstances.
Creating Clear Reminders
A clear payment reminder should make the next step easy. Customers should not need to search through previous emails to understand your request.
You should include:
- The invoice number
- The outstanding amount
- The original payment date
You should also explain how the customer can pay and when you expect payment.
For instance:
| Vague | “Hi, just following up on your outstanding balance. Please arrange payment as soon as possible.” |
| Clear | “Please pay invoice 3141, totalling £500, by Friday. The invoice fell due on 1 June. Use the bank details on the invoice and quote 3141 as your reference.” |
Sometimes, customers delay payment because they cannot find the information they need. Therefore, you can attach the original invoice or include a secure payment link.
However, even the clearest debt reminder will not always produce payment. Customers may still overlook messages if they experience cashflow difficulties or raise genuine questions. The Small Business Commissioner recommends checking payment terms and contacting customers directly, when necessary.
Read more: Can’t Pay or Won’t Pay?
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This article is for general informational purposes only and does not constitute legal or financial advice. While we aim to keep our content up to date and accurate, UK laws and regulations are subject to change. Please speak to a professional for advice tailored to your individual circumstances. Pi Credit Management accepts no responsibility for any issues arising from reliance on the information provided.