Credit control gives the impression that it is a dark art surrounded by mystery. People think it’s a hard task to undertake; they feel that the person on the other end of the telephone is going to be rude to them or they could ask questions that they simply don’t have the answers. However; the biggest fear appears to be the fact that; we can become very uncomfortable asking people for money. If a business has provided a product or service they are entitled to receive full recompense for that product or service.

Credit Control doesn’t have to become a difficult endeavour, once you have momentum, you will become exceptional at credit control. Below are some suggestions on how to tackle credit control.

Credit Control Tips

  1. Make sure you are clear of all distractions as you are going to have to concentrate on one task at a time. That task has to be credit control.
  2. Have a copy of the document/invoice(s) in front of you for reference.
  3. Ensure you are familiar with the lay of the invoice as you will have questions. These questions will range from the invoice number, the quantity of goods purchased, the unit price of the goods, total price of the goods. There could be other questions that can easily be answered with a copy of the invoice in front of you.
  4. In a calm manner, pick up the telephone and ask to speak to the accounts payable or ask to be put through to the person who deals with accounts queries.
  5. Firstly introduce yourself and ask for the name of the person you are talking to. Explain in a friendly voice that you are calling on behalf of your employer (or yourself). You need to engage them in friendly conversation and explain that you are chasing payment for an outstanding invoice(s). There is no need to be aggressive or abrupt and will appreciate your calm approach. They may ask you a few questions about the invoice. Above all be helpful and reply to all the questions asked. The object of the call is to make sure they become receptive to your request for payment of your invoice.

Stay your ground

  1. Ask when can you expect remit of the invoice. They may ask you to resend the invoice. If they do, send a copy via email and put a copy in the post. Then ask them again when can you expect to receive full payment of the invoice. Ascertain any problems with the invoice. What is preventing them paying the invoice as payment is overdue in accordance with your terms and conditions.
  2. A cheque may need to be authorised by am a manager, or the invoice needs to be approved.  In that instance, ask them when you can expect this to happen.
  3. Thank them for their time.
  4. Write on the invoice, on your accounts package or on an excel spreadsheet the outcome of your conversation. Write clearly the date that they said you can expect payment. In addition if you have sent a copy invoice, write the day you emailed the copy invoice and sent one in the post.
  5. Enter a note in your diary to make an additional call to the person to make sure they have received a copy of the invoice. If the payment was expected on a particular date and has not been received, call again on that date. Tell the person that the payment has not been received and find out if there are any issues.
Credit Control tips
How to do credit control successfully

What if your client won’t pay you if you are a Virtual Assistant?

There could be occasions when your client, simply isn’t going to pay your invoice. On occasions like this, you are going to have to make the decision if you are going to embark on legal action.  Legal Action could involve a solicitor or small claims court. In some circumstances, it may advantageous to write the debt off. In conclusion, the amount of the outstanding invoice may dictate the severity of your action.


Welcome to our online magazine from Julie and the team. If you have been on one of Julie’s training courses, you know she is passionate about PA, EAs and Secretaries being the best they can be. She also has very strong opinions about what a PA, EA and Secretary should and shouldn’t do. If you have a question, or would like to add an article, please get in touch. We would love to hear from you.

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