Top Service News
Chasing Debts the Right Way – Without Burning Bridges
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Recovering What You’re Owed While Protecting Valuable Relationships
In the construction industry, credit risk is a fact of life — but so are long-standing client relationships that you don’t want to jeopardise.
At Top Service Ltd, we understand the delicate balance: getting paid while preserving future work. That’s why we specialise in fair, professional debt recovery that’s built around the realities of construction trading.
Here’s how to recover outstanding debt without damaging your reputation, relationships, or repeat business.
🤝 1. Know When to Chase – And When to Escalate
Not every late payment is a warning trigger. But over time, delayed payments can indicate deeper issues, such as:
- Cashflow pressure or overtrading
- Poor credit management
- Looming insolvency
Top Service Tip:
Don’t wait too long. Set internal “triggers” for when to escalate.
⏱️ The earlier you escalate, the better the recovery chance.
🗣️ 2. Keep Your Language Firm But Professional
When collecting overdue payments:
- Stay factual and non-accusatory
- Reference agreed terms clearly
- Offer a path to resolution, not just a threat
Example:
“As per our agreed 30-day terms, the payment was due on [DATE]. We understand delays can happen — please let us know if there are any issues; otherwise, payment is now required in full to avoid escalation.”
⚠️ 3. Don’t Be Afraid to Use External Support
Many businesses fear that bringing in a third party means the relationship is over. However, in reality, our professional, non-confrontational approach often enhances communication and demonstrates that your business is serious.
🛠️ We approach debtors with empathy, construction knowledge, and a focus on resolution — not threats.
When handled professionally:
- You get paid faster
- Clients respect your process
- Future work stays on the table (when appropriate)
💬 4. Recovery with Reputation in Mind
Top Service isn’t a call centre or a generalist agency. Our sector knowledge allows us to:
- Understand the chain of supply complexities
- Reference industry-standard practices (Construction Act, PPC etc.)
- Avoid aggressive tactics that damage your standing
We represent your business with integrity, professionalism and care.
“They recovered a difficult debt for us quickly — and the customer actually thanked us for being respectful. We’re still working together.”
— TS Customer Feedback, 2024
🧠 5. Learn from the Debt
Every unpaid invoice is a lesson.
Ask yourself:
- Were the terms clear enough?
- Did we credit-check the customer properly?
- Were any early warning signs missed?
- Could we have escalated earlier?
Top Service helps customers build better front-end processes to reduce repeat problems, including:
- Tailored credit reports
- Trading alerts and monitoring
- Guidance on payment terms and guarantees
✅ Your Action Plan
- Document your escalation timeline – and stick to it
- Use a firm but respectful tone when chasing
- Refer to the signed terms and agreed payment dates
- Bring in Top Service early – don’t wait until it’s too late
- Review what went wrong – and tighten processes next time
Need a second opinion on a tricky overdue account?
📞 Ask an Expert – our credit control advisors are here to help.
