How to Politely Chase a Customer Who Owes You Money in Nigeria

It’s Friday evening. You are packing up your stall at Computer Village, Lagos. Your last customer for the day picks up his repaired phone, smiles, says “I go come back tomorrow”, and walks away. Tomorrow comes, and goes. Then next week. You have his phone, yes, but he still owes you N15,000 for the repair. How do you get your money without causing a scene or losing a customer forever? This is a common problem for traders, shop owners, and artisans across Nigeria. Getting paid is the goal, but you also want to keep good relationships. Here’s how to chase debts politely and effectively.

When Should You Start Chasing a Debt?

Immediately after the agreed-upon payment date passes is the best time to make your first move. Don’t wait weeks or months. The longer you wait, the harder it becomes to collect. Think of it like this: if you lend N5,000 to a friend today, and they don’t pay you back by the weekend, you’d likely ask them about it. It’s the same with your business. Your first reminder should be light and friendly, assuming they just forgot. A simple message or call is usually enough to jog their memory.

For example, you could send a WhatsApp message: “Hi [Customer Name], hope you’re well. Just a friendly reminder that your payment of N15,000 for the phone repair is due today. Let me know if you have any questions.” This shows you are organised and professional, but also understanding. If you’ve given credit, make sure you know exactly when the money is expected. You can use tools to help you track these dates, so you don’t have to remember everything in your head. This is part of keeping good business records, which helps you know your numbers and manage your money better.

How to Talk About the Money Owed

When you speak to the customer, be direct but polite. Avoid accusatory language. Instead of saying, “You never paid me,” try, “I haven’t received your payment yet, is everything okay?” Sometimes, a customer might be facing genuine hardship, like a sudden business downturn or a family emergency. If you can afford to be understanding, offering a slight extension or a payment plan can go a long way. This is where knowing your customer comes in handy. If they are usually reliable, a little flexibility might keep them loyal.

If you offered credit, you should have agreed on the terms beforehand. If the payment is late, you need to communicate clearly. “Hello [Customer Name], I’m following up on the N15,000 outstanding for the phone repair, which was due on [Date]. When can I expect the payment?” Be specific about the amount and the due date. This helps avoid confusion. If they agree to a new payment date, make a note of it. If they miss that too, you’ll need to be firmer in your next communication.

It's crucial to have a system for tracking who owes what. Without proper records, it’s easy to forget who owes you, how much, and for how long. This can lead to missed payments and strained relationships. TrustAm’s debt tracking feature helps you manage this easily. You can record credit sales, see who owes you, and even get automatic polite reminders sent out on your behalf when a debt is due. This saves you the stress and time of chasing people yourself.

Offer Payment Options

Sometimes, the difficulty isn’t just remembering to pay, but actually making the payment. Especially if someone doesn't have cash on hand or wants to pay via transfer. Make it easy for them. If you accept bank transfers, ensure your account details are readily available. If you can use payment links or QR codes, offer those too. For larger amounts, consider a payment plan. Breaking down a big sum into smaller, manageable payments makes it less daunting for the customer and more likely to be paid back.

For example, if someone owes N50,000, instead of demanding the full amount at once, you could suggest: “How about we set up a plan where you pay N10,000 every week for the next five weeks? This way, it’s easier on your pocket, and you’re cleared.” Always get their agreement on the new plan and stick to it. If they make a partial payment, record it immediately and adjust the outstanding balance. Tracking these part-payments is also key to managing customer debt effectively.

When to Be Firmer

If gentle reminders and payment plans don’t work, you need to escalate. Your next communication should be more formal. You might send a message that clearly states the consequences of non-payment. For example: “Dear [Customer Name], this is our final reminder regarding the outstanding N15,000 for your phone repair. Payment was due on [Date]. If we do not receive the full payment by [New Date, e.g., 3 days from now], we will have to consider further action.”

What that “further action” is depends on your business and the amount owed. It could mean withholding services or goods until payment is made, or in extreme cases, seeking legal advice for very large sums. However, for most small businesses and traders, the goal is to avoid this. Always try to resolve it amicably. Many traders in markets like Balogun Market or Oshodi Market use simple tracking methods, but when debts pile up, it can cripple a business. Having a system that automatically reminds customers and tracks payments, like TrustAm, can prevent this situation from getting out of hand.

The Role of Technology in Debt Collection

Chasing debts can be stressful and time-consuming. Imagine being a food vendor at a busy market like Idumota or Computer Village. Customers pay instantly for food, but sometimes they ask for credit for a larger order. If you’re not careful, you can end up with a long list of people owing you small amounts, which adds up. TrustAm’s WhatsApp Business Assistant helps here. When you give credit, you can log it instantly. When the customer is due to pay, the system can send a polite reminder automatically, complete with a payment link. This takes the burden off you and ensures no one forgets.

The assistant also ensures that when a customer pays, the record is updated instantly. This means your sales and debt records are always accurate. You can even see who your best customers are and who has gone quiet. This helps you focus your efforts. For instance, if a customer owes money and then stops buying from you, it’s a clear sign something is wrong. TrustAm helps you spot these patterns easily. It even has a feature where you can log expenses by voice note, so your entire business picture is clear, not just the money owed to you. This helps you understand your overall profit and cash flow, essential for any business owner.

When to Let Go

Not every debt can be recovered. Sometimes, the cost and effort of chasing a small debt outweigh the amount you might get back. You have to decide when it’s time to cut your losses. This is particularly true if the customer is completely unreachable or has clearly stated they cannot pay. In such cases, focus your energy on getting new, paying customers and ensuring future sales are handled better. This might mean being stricter about offering credit or asking for a deposit upfront.

For example, if someone owes N2,000 and you’ve tried calling and messaging them several times with no response, it might be time to mark it as unrecoverable in your records and move on. Think about the time you’ve spent chasing it. Could that time have been used to make more sales? This is a tough decision, but a necessary one for business survival. Knowing your numbers, as provided by tools like TrustAm, helps you make these strategic decisions with confidence.