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Is It Normal to Visit a Customer’s Office Unannounced?
I work as a self-employed bookkeeper in Ontario, Canada. One of my clients, who generates over $1,000,000 in sales annually, is facing an issue with a customer who accumulated a $5,000 debt and has since become unresponsive. Despite our persistent attempts to reach out over several months, we’ve had no success in contacting them.
My client initially requested that I call the customer every day, but this approach hasn’t yielded any outcomes. Recently, my client suggested that I visit the customer’s office unannounced to demand payment. I’m quite hesitant about taking this step.
Is this a common practice? Based on what I’ve read online, it seems like a risky move. Am I justified in refusing to follow through with this request?
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One response
When dealing with non-paying customers, especially as a self-employed bookkeeper, it’s important to navigate the situation carefully and professionally while respecting legal and ethical boundaries. Here’s a detailed response to your question:
Is This Normal?
In the world of business, dealing with clients who delay or default on payments is unfortunately not uncommon. However, the approach to handling these situations can vary significantly depending on the company’s policies, industry practices, and local laws.
Attempting Collection Via Unannounced Visits
The request your client has made—to visit the customer’s office unannounced to collect payment—warrants careful consideration:
Professional Boundaries: As a bookkeeper, your primary role typically involves managing financial records rather than direct debt collection. Going beyond this scope could blur professional lines and set a precedent for future expectations from your client.
Legal and Ethical Considerations:
Personally visiting a client to collect a debt can be considered aggressive and may infringe on privacy or harassment laws. It’s crucial to avoid any actions that could be interpreted as intimidation or harassment.
Safety Concerns: Approaching a client unannounced poses personal safety risks, especially if the situation were to escalate or if the client becomes confrontational.
Recommended Course of Action
Communication: Continue attempting to reach the client through all standard communication channels, including email, phone, and traditional mail, documenting each attempt.
Formal Letters: Consider sending a formal demand letter. This letter should clearly state the amount due, request payment by a specific date, and outline any consequences for non-payment, such as referring the matter to a collections agency or initiating legal proceedings.
Collections Agencies: Advise your client to consider hiring a professional collections agency. These agencies are adept at handling such situations within the bounds of the law and often have a higher success rate in recovering debts.
Legal Options: Explore legal avenues. If the amount due is significant, your client might consider seeking legal advice on filing a claim in small claims court or engaging a lawyer to issue a formal letter.
Conclusion
You’re right to feel hesitant about visiting the customer’s office unannounced. It’s generally not considered a best practice in business and poses several risks. Your reluctance to engage in this action