Did your customer get angry about a payment chase? – How to turn that anger into payment.

Chasing late payments isn’t anyone’s favourite job — and sometimes, it can get heated. You’re doing the right thing for your business, but your customer might see it differently. Emotions flare, voices rise… and suddenly a simple payment reminder turns into a confrontation.

Here’s how to handle it like a pro 👇

1️. Don’t take it personally

It’s rarely you they’re angry with — it’s the situation. Maybe they’re stressed, cash-strapped, or just having a bad day. You don’t know what’s going on behind the scenes, so keep your cool and don’t let their tone rattle you.

2️. Stay calm — no matter what

Easier said than done, right? But matching anger with anger never helps. Take a breath, keep your voice steady, and remind yourself you’re the professional in this conversation.

3️. Call out the behaviour — calmly

If they’re shouting or being rude, acknowledge it in a composed way. Try:

“I can hear that you’re upset, but I’m just trying to help resolve this unpaid invoice.”
This shows you’re in control, and it often helps to defuse the tension.

4️. Use their name — often

It sounds simple, but using someone’s name builds connection and humanises the call. “John, I completely understand where you’re coming from…” works far better than a faceless argument about money.

5️. Silence is powerful

If they’re venting, just stop talking. Let them finish. People calm down faster when they feel heard — and silence gives them space to do it.

6️. Stick to the facts

Bring the conversation back to reality. “We agreed 30 days” or “The invoice was due on the 10th” — keep it factual and avoid opinions or blame.

7️. Don’t try to win the argument — try to win them over

You’re not debating who’s right or wrong. The goal is payment, not point-scoring. A calm, understanding tone works wonders compared to confrontation.

8️. Show understanding and keep it businesslike

Ask what the issue is. Maybe there’s a genuine reason for the delay. Listen, empathise, and show you value the relationship — but stay focused on getting it resolved.

💡 CPA Tip: Stay professional — we’ll handle the pressure for you

At CPA, we deal with tricky payment conversations every day — calmly, ethically, and effectively. Our collections department are experts at talking the heat out of difficult conversations.

Why not let us take the strain?
👉 Call ☎️ 020 8846 0000 and ask for Peter Uwins, or email nsm@cpa.co.uk