I had a client of one of my VA team members contact me recently. He wanted to know how much contact I had with them and if I could check into something for him.
A VA had been providing him with phone services and he said he’d emailed, SMS’d and left a phone message for her and she’d not responded. He was concerned as he’d had reports his phone calls weren’t being answered – a job that she was doing for him.
I immediately looked up her phone number and called her to find out what was happening. Perhaps she was ill, something had happened and I wanted to make sure she was ok. Instead it turned out he’d not paid his invoice from November and he hadn’t replied to her email about payment.
I asked her if she’d phoned him and she paused and then said no, she hadn’t. She was obviously very upset and angry with this client and told me all of what she’d been doing for him and he hadn’t paid. I tried to drive home the importance of picking up the phone to talk instead of assuming he’d gotten her email follow up about payment. Yes, he would have had the invoice and yes, he was late in paying but there may have been a miscommunication or a very real reason and it’s important she speak to him instead of just sending an email.
There are valid reasons when you should stop doing work for a client or ‘sack the client’ as I know some VAs have had to do but you do need to give them a fair go too first. Email is not 100% delivery proven – we all know that emails go astray, as does snail mail from time to time. So it’s very important to do the quick thing and pick up a phone.
Collette Schultz says
As a subcontractor, you bringing this to my attention would have been very much appreciated. I hope your team member thought so as well. I’d love to share this with my subcontractor groups, if I could?
Kathie Thomas says
Yes, you are welcome to share this Collette, and please include a link back to the blog. All the best. Kathie
Charly Leetham says
Kathie, what a great post and great ideas. I have had cases where my invoices have not been paid and the customer hasn’t provided any feedback. I often find that another polite email asking if they have seen the invoice suffices. Email is not always reliable and I know how busy my inbox gets – I always appreciate a polite timely reminder.
The example also goes to show why it’s important we gather as many contact details for our customers as we can – you just never know when and how you’ll need to follow up.
Melinda | SuperWAHM says
Kathie, do you have systems set up for your team members for accounting/debt collection? It seems this particular issue has highlighted a systems lack for this VA team member, and possibly the team overall.
There should be a system in place for all small businesses for dealing with delinquent accounts, generally something along the lines of:
– invoice sent with x number of days to pay
– reminder email with copy of invoice sent one day after due dated
– follow up phone call after 7 days
– if still not paid another phone call at 14 days
– if it remains unpaid (without a good reason) then small claims tribunal or debt collection agency after x weeks.
A system would have prevented the stress for both the client and the VA, plus I’m sure the client now has concerns about continuing to work with her. And he’ll probably tell his friends and other business owners of his bad experience.
That’s really unprofessional on the part of the VA, to not follow up nor return his calls. Late payments are a part of doing business unfortunately, for whatever reason, and you need to deal with them.
Kathie Thomas says
Hi Melinda, I appreciate your comments and agree that systems need to be put in place. I believe that most don’t realise they need to do this till they strike a problem and then struggle with how to deal with it. Most come back to our VA forum and ask advice of other members but in this case the client contacted me.
No, I don’t have a system set up for my team members because all are individual business owner/operators in their own right. I’m not their employer and as such each is responsible for what they set up to operate their businesses.
There is more to the story, which I won’t share here, but there does appear to be a history with the client which I only learnt after the fact, however having systems in place may well have helped this situation.
Melinda | SuperWAHM says
Thanks Kathie. From the post it sounded to me like a first time occurrence. My apologies to both you and the VA, I should know better than to assume a post has the whole story.
And yes, systems would have helped the situation – especially if there’s one point in the process where it’s “If your bill is not paid within x days your VA support will cease from that date”
Ellen Largay McConnell says
Great Comments Kathie. You are so right that communication is key with all clients. Making your payment terms clear in the beginning of the project is also highly recommended. We have all had these types of clients; learn and move on!
Virtual New Jersey