Understanding the Importance of Assertive Communication for Small and Medium Enterprises (SMEs)
For small and medium-sized enterprises (SMEs) to thrive, it’s crucial to stay current on payments and avoid issues with suppliers. However, when SMEs face cash flow problems due to overdue payments from clients, they must navigate the delicate process of requesting those payments without harming their business relationships.
Assertive communication is key here, as miscommunication can tarnish a company’s reputation. According to the study “Acercándose al futuro” by Corporate Excellence, 67% of executives prioritize corporate reputation.
Statistics on Overdue Payments Among Mexican Businesses
According to the Association of Entrepreneurs of Mexico (Asem), 18% of Mexican businesses experience overdue payments from clients, with the figure rising to 34% for B2B companies.
Before pursuing collections, SMEs should investigate the reasons behind payment delays. Zendesk categorizes “fortuitously delinquent” clients as those who wish to pay but lack liquidity. Another type is the “intentionally delinquent” client, who acknowledges their debt but chooses not to settle it due to personal reasons.
Asem reports that 26% of a business’s total sales are affected by overdue client payments.
5 Examples for Handling Overdue Client Payments
Assertive communication aids in addressing uncomfortable and challenging topics, as the right words prevent misunderstandings and issues with clients.
Scheduling reminders and sending emails or WhatsApp messages is possible, but empathy is essential. Directly mentioning payment delays can be perceived as aggressive by clients.
- Hola, ¿nos puedes pagar por favor?
- ¿Habrá la posibilidad de que nos pagues en estos días?
- Estamos en espera de tu pago o procederemos a una multa.
Instead, focus on the client’s needs and consider if they’re facing payment challenges:
- Hola, buenas tardes. Queremos asegurarnos que todo esté en orden para que puedas completar tu pago sin problemas.
- Para nosotros es importante tu bienestar y por eso queremos saber si presentas algún problema con tu pago.
- Buen día, estamos al pendiente del pago pendiente, ¿necesitas ayuda?
- Hola buen día, notamos que se acerca la fecha de pago, ¿podemos ayudarte en algo?
Prioritizing the client’s needs fosters a positive connection, as they’ll feel heard and valued.
