The Polite-But-Firm Phone Script for Chasing Overdue Payments

Most tradies will write six follow-up emails before they'll pick up the phone. It's understandable. Emails feel safer. You get to edit. You don't have to hear awkward silences.

But the data is clear: a phone call gets an invoice paid 3-5x faster than an email. It cuts through. And if you know what to say before you dial, it's far less awkward than you think.

Here's the script. Use it word-for-word the first few times until the structure becomes second nature.

Before you dial

Have these in front of you: the invoice number, the amount, the due date, how many days overdue, and the payment link. Know what outcome you want. The best outcome is payment in full today. The backup outcome is a firm commitment date in writing.

Breathe. You're not asking for a favour. You did the work. They agreed to pay for it.

The opening

"Hi [Name], it's [Your name] from [Business]. Have you got two minutes?"

Wait for them to say yes. Don't launch in. If they say no, ask: "No problem – when's a better time this afternoon?" Get a specific time before you hang up.

The reason for the call

"I'm giving you a quick call about invoice #0123 for the bathroom work we finished on the 5th. It was due on the 19th, so it's now about two weeks overdue. I just wanted to check whether there's something I can help clear up, or whether we can get it settled today."

Key moves: you named the specific invoice, the specific job, the specific date. You're not vague. You're not apologetic. And you offered two outcomes – "help clear up" or "get it settled today."

Then you shut up

This is the hardest part. After you finish that opening, stop talking. Let the silence sit. Whatever comes next from them is the information you actually need.

Responding to the three common replies

**Reply 1: "Oh yeah, sorry – I'll pay it today/tomorrow."**

Your response: "Awesome, thanks. I'll send you the payment link again now so you've got it handy. Can I book that in for today/tomorrow and check back with you if it hasn't come through by [day]?" Get a specific day. Do not leave with "sometime this week."

**Reply 2: "I never got the invoice."**

Your response: "No worries, easy fix – I'll resend it while we're on the phone. Can you tell me the best email and I'll send it now while we're both on the line?" Send it. Then: "Just checking you've got it – can you have a look?" If they have it, ask when they'll pay.

**Reply 3: "Cash is tight, I can't pay right now."**

Your response: "Okay, thanks for being straight with me. What can you pay this week, and when can you settle the rest?" Aim for at least 50% now, balance in 14 days. Get it in writing before you hang up – send a follow-up email summarising the arrangement while you're still on the call.

Responding to the harder pushbacks

**"The work wasn't quite right."**

"Tell me more about what wasn't right?" Listen fully. If there's a genuine issue, offer to come back and look. If it's a delay tactic, separate the dispute from the payment: "If there's an issue with X, let's book a time to fix it. The rest of the invoice – the Y and Z work – isn't in dispute. Can we settle that portion today?"

**"I'm waiting to get paid by my client."**

"Got it. What's the date you expect that to come through? I'll put a note in my system and check in that week. In the meantime, can you commit to paying this by [specific date]?"

**"Email me about it."**

"Happy to. I'll send you a summary of our call now. What I'd like to confirm is a payment date – when can we expect this to be settled?" Don't let them get off the phone without a date.

The close

"Great. So to confirm – you'll be paying $[amount] by [date]. I'll send you a quick email summarising that. Cheers for your time."

Always summarise in writing. Always send the summary within five minutes of hanging up – while they're still at the desk. Reply-all them and the bookkeeper if one exists.

When the phone doesn't get answered

Leave a voicemail. One time. Short: "Hi [Name], it's [Your name] from [Business] about invoice #0123. Give me a call back on [number] when you get a moment. Cheers." Then send a short SMS immediately: "Hi [Name] – just tried calling re invoice #0123, give me a buzz when you can. [Your name]." SMS gets a response where voicemails sit for weeks.

Skip the call entirely when you can

Here's the honest truth: most invoices can be resolved before they ever need a phone call. A cadence of automated reminders – email at days 1, 7, and 14, then an SMS at day 10 if they haven't responded, all written in a context-aware tone that adjusts to the client – clears roughly 80-85% of overdue invoices without you lifting a finger.

The phone script is for the 15% that slip through. TabNudge handles the 85% in the background, so when you do have to make the call, you're having it once – not five times.