How to manage customers who don’t pay.

Dealing with customers who don’t pay is one of the less glamorous sides of running a window cleaning business. You’ve put in the hard work, left your customer’s windows gleaming but when it comes time to collect payment, suddenly, things aren’t so clear. Here’s a practical guide for UK window cleaners to manage non-paying customers, stay professional and keep cash flow steady.

Establish Clear Payment Terms Upfront

Prevention is always better than cure. Set clear expectations from the beginning, letting your customers know how and when they need to pay. Specify your payment terms—whether it’s upfront, upon completion, or within a certain timeframe. This could be in the form of a simple message when they book your service or a mention on your website.

If you’re just starting out, consider using a cash-on-the-day policy or cashless payment methods (bank transfer, PayPal, etc.) to reduce the risk of non-payment. Make these options clear to clients so they know exactly what to expect.

Send Gentle Reminders

If a payment has not been received, a gentle nudge is often all it takes. Start by sending a polite text or email a day or two after the missed payment date. Something simple, like:

> "Hi [Customer's Name], just a quick reminder that the payment of £[amount] for your recent window cleaning is due. Let us know if you need any help making the payment. Thanks!"

People can genuinely forget, so a friendly reminder often does the trick without creating any tension.

Be Persistent but Professional

If reminders go unanswered, maintain a calm and professional tone. Follow up with a firmer message. For example:

> "Hi [Customer's Name], we notice that your payment for our recent window cleaning is still outstanding. Please could you let us know when this will be paid?"

In this stage, consistency is key. Stick to short, polite messages and avoid becoming confrontational. Keep all communication in writing as a record of your efforts.

Offer Flexible Payment Options

Sometimes, a customer might be going through financial hardship and genuinely can’t pay in one go. Offering a flexible solution, like a small payment plan, could help you recover some of the funds and show empathy toward your clients. It also increases the chances they’ll stay loyal and use your services again once they’re back on their feet.

Consider Late Fees

Introducing a late fee policy can help encourage on-time payments. Adding a small late charge for payments that are more than, say, 14 days overdue can add an incentive for customers to pay promptly. Make sure you inform customers of this policy when they book your services, so there are no surprises.

Take Legal Action as a Last Resort

If a customer simply refuses to pay despite multiple reminders and offers of flexibility, you might have to consider small claims court or another form of legal action. In the UK, you can file a claim for small amounts (under £10,000) online, but this should be a last resort. The mere mention of potential legal action can often prompt payment.

Learn from Each Experience

Every non-payment situation is a learning opportunity. Regularly evaluate your approach and consider adjusting your terms if this happens frequently. Was the customer new or a repeat client? Did you sense any red flags during the booking? Maybe it’s time to implement a deposit system for certain customers or new clients.

Set Up Automatic Payments via Direct Debit

A powerful way to prevent missed payments is to set up an automatic direct debit option. Using tools like GoCardless or similar, you can easily set up recurring payments that align with each clean. Not only does this secure timely payments, but it also saves you the time spent chasing invoices. Many customers actually prefer direct debits for convenience, so offering this option can enhance their experience with your business as well.

Final Thoughts

Non-paying customers can be frustrating, but staying professional will help keep your reputation intact. By implementing clear payment terms, offering polite reminders, and being flexible where possible, you’ll handle these situations with confidence. Remember, every business owner has faced this issue at some point, so you’re not alone. With experience and a few strategic changes, you’ll reduce the likelihood of dealing with unpaid invoices and keep your cash flow running smoothly.