You’ve got vision. You’ve got drive. You’ve got the grit to grow your restoration business, scale your operations, and achieve financial freedom.
But there’s one thing that’s holding you back. Money that’s already yours — is sitting in someone else’s bank account.
Welcome to accounts receivable. The money that’s rightfully yours is owed to you by customers and colleagues. And it should be sitting in your bank account.
What if I told you there was a way to get it more quickly?
How? Communication.
Effective communication is an accounts receivable game-changer. Change how you communicate with customers and unlock your next level of success.
If your current “communication strategy” is sending invoices and reminders, it’s time to level up your communication. Doing so will minimize work, accelerate payments, and shift the relationship with your customers such that they respect your terms, feel compelled to pay on time, and want to work with you again. It all starts with better communication.
Ready to reduce payment delays, eliminate bottlenecks, and build relationships that keep money flowing consistently? Discover our 5 communication hacks to getting paid faster.
Hack #1: Communicate with Clarity and Confidence
Let’s start with this powerful truth: If you don’t set clear expectations from the start, you’re setting yourself up for struggle. If your customers aren’t crystal clear on payment terms from day one, how can you expect them to meet your expectations?
Start strong by communicating your payment expectations. When you onboard a new customer, make communicating your organization’s payment schedule and process part of the starting conversation.
Beyond that, your payment conversation should be as straightforward as any product or service you’re offering. Be clear, be direct, and make sure to confirm everyone’s on the same page from day one. This isn’t just a formality; it’s about setting the tone for how your business and financial relationship is expected to flow.
Make discussing your payment procedure part of your initial value conversation.
Frame it (for yourself and your customer) as part of the service you offer. Here’s an example to get you started:
“We’re committed to delivering this project on time, and to keep the momentum going, our payment terms are net 30. Does that work for you?”
You’re not just asking for payment—you’re reinforcing your value.
When you lead with clarity, you build trust, and that trust creates action. Your customers are more likely to pay on time because they will see and want to respect your professionalism. Beyond that, because you’ve proactively communicated your expectations, they also are more likely to understand your process. Set the standard from the start, and customers will rise to it.
But good communication isn’t a one-and-done. For success and speedy payments, you’ve got to keep reinforcing these expectations throughout your relationship.
Every invoice and every follow-up are opportunities to remind your customers that you expect prompt payment and that you’ve set a professional standard that they’ve agreed to meet. This clarity builds momentum. It saves time and creates a rhythm, which fuels your cash flow. Set expectations. Then, stick to them and communicate them.
Hack #2: Tailor Your Communication for Maximum Impact
Here’s the customer service secret most people skip: Not every customer is the same.
As a result, you need to modulate your communication styles. The way you communicate with one person will not work with another. Change your communication styles and transform your payment cadence. If you use a one-size-fits-all approach, you’re leaving money on the table.
Some customers are habitual late-payers, while others pay before the ink dries on the invoice. Don’t treat them the same. To win the cash flow game, you’ve got to tailor your communication to your different customer archetypes and their distinct behaviors.
Segment Your Customers Break your customer base into segments. While we encourage you to adjust the below to your customer base, these are the three most consistent and prominent customer segments we’ve seen in our work and that of consulting hundreds of clients:
Rockstar Payers:
These customers always pay on time. They appreciate your service and respect your terms. With them, a simple reminder is all you need.
Consistent Delayers:
They mean well but always seem to miss the due date. They will need a little more follow-up and perhaps firmer reminders.
The Unpredictables:
These customers can go either way. You never know what to expect from them, so they require extra attention.
When you segment your customers, you empower yourself to communicate more effectively. Instead of blasting out generic reminders, you can speak directly to where your customer is.
Next Step: Using the above as a starting point, take a moment to assess your own clientele and see if other behaviors or subcategories arise.
Use tools like AR Workflow to customize communication for each customer segment.
For your Rockstar Payers, a polite reminder might be all you need. They appreciate a tone that is warm, courteous, and appreciative. They also always love an affirmation of their proactive behavior. If you do need to remind them, keep the reminder light and friendly, perhaps framed as a “courtesy notice” keeping them informed.
For the Consistent Delayers, a more assertive message may be necessary. They might not prioritize your invoices as highly, so a tone that is clear, firm, and holds them accountable often works best. Set concrete due dates and communicate with a polite, but firm tone, always reminding them of your aligned expectations.
Here’s an example of language that we’ve found works:
“We’d like to ensure this remains on your radar, as timely payment is essential for us to continue delivering exceptional service to you.”
And for The Unpredictables? Personalized follow-ups are key. The more you tailor your communication, the more control you’ll have over your cash flow.
Beyond that, we’ve found that a single point-person and that personalized, flexible, and steady communication work the best. Keep your tone encouraging but straightforward, and make sure that each message addresses their unique situation.
But again, you’ll have to keep personalized notes and observations on each client - they are, after all, unpredictable.
People want to do business with those who care about them, make them feel important, and communicate with them in a way that feels personal.
When you tailor your communication, you make your customers feel seen and valued. They’re not just another invoice. They’re active partners in their restoration business journey. That connection goes a long way in ensuring they then pay on time.
Don’t overlook the power of customization in communication. It will make all the difference between getting paid on time and constantly chasing down payments.
Hack #3: Automate Where It Counts, But Keep It Personal
How much time are you spending on collections every month? If you’re like most business owners, the answer is “way too much.”
Automating your recurring tasks and admin will allow you to focus on building your empire. For us, automation isn’t about replacing the personal touch—it’s about freeing you up to be even more personal where it matters most.
Automation can be your best friend when it comes to reminders, follow-ups, and keeping customers on track. Tools like AR Workflow allow you to send out timely reminders automatically, ensuring that no customer slips through the cracks. You set the schedule—five days before the due date, the day of, and two days after—and let the system do the work for you.
Automation is not the enemy of personalization. The best workflow systems blend both seamlessly. And when you do it right, your customers don’t feel like they’re part of a machine. Instead, they feel truly considered and in a meaningful business partnership with you.
Use Automated Reminders Intelligently
Automated reminders work best when they’re coupled with a personal touch. Customize your reminders with personal details—like the customer’s name and specific project details—so they feel like the reminder is coming from you, to them, about their project.
When your automation is on point, it not only saves you time but also builds consistency. Your customers will come to expect your reminders, and that means fewer surprises and more predictability in your cash flow.
Build your automated workflow.
Automate a first reminder that goes out five days before payment is due, and then follow up with a personal phone call if the payment is late by more than a few days. Use automation as the foundation and personal engagement to seal the deal.
We’ve found that automating our basic procedures saves us time on admin and lowers costs on the natural level of human error that often occurs. Let your team members enjoy more organized systems and a reduced level of tedium with automated workflows.
Hack #4: Know When to Escalate: The Power of Direct Contact
Most restoration businesses don’t escalate quickly enough. After a few automated reminders go unanswered, it’s easy to let overdue invoices slide while you focus on new customers and projects. But overdue payments are your money—money you’ve already earned. You need to fight for it like your business depends on it because – it does.
When automated reminders fail, that’s your cue to take action. This is the moment where personal touch is the most powerful tool in your arsenal. Pick up the phone. Yes, you read that right—call your customer. This isn’t the time for automation. This is the time for a real, human conversation.
When making the call, stay calm, professional, and focused on the solution.
You’re not calling to demand payment; you’re calling to work out a solution. Stay focused on your end goal and stay professional, collected, and able to receive the payment you deserve. Here’s some language to get you started:
“I noticed the invoice is overdue, and I wanted to check in. Is there anything on your end that’s causing a delay? Let’s figure out how to get this sorted.”
Customers respect the effort, and many times, it’s a simple oversight on their part. By taking control of the situation with a call, you show leadership and commitment to getting the job done—not just for them, but for your business too.
Remember, most of the time your customers aren’t trying to avoid paying you. They’ve just got a lot going on. A quick call returns their focus back to your invoice and moves it to the top of their priority stack. And never apologize. You’re not bothering them or reminding them to pay—you’re reinforcing the value you bring to the table.
Hack #5: Track, Measure, and Improve: The Ultimate Key to Consistent Cash Flow
Success leaves clues. If you want to consistently improve your accounts receivable process, track what’s working—and what’s not. This isn’t just about sending more reminders. It’s about optimizing every piece of your communication strategy so that it works better and faster every time.
Metrics to Track:
Payment timelines:
How long does it take for each segment of your customers to pay?
Open and response rates:
Are your emails being opened? Are reminders being acted upon?
Dispute resolution times:
How long does it take to resolve issues or disputes that slow down payments?
By analyzing these metrics, you will gain the insights necessary to tweak and refine your communication strategy.
Maybe you’ll discover that your “friendly” reminders aren’t getting opened as often as you’d like. Or perhaps you’ll find that a certain customer segment needs a more personalized touch. Whatever the case, tracking your communication performance ensures that you can make informed decisions that supercharge your cash flow.
Leverage AR Workflow’s tracking and analytics features to gain insights into your payment process.
Identify bottlenecks, celebrate successes, and continuously improve your approach. You’ll be amazed at how a few small changes can lead to massive improvements in payment speed and consistency.
Once you have the data, you have the power to transform your business. Adjust your approach, test new strategies, and find out exactly what gets your customers to pay on time, every time. The secret to success is in the data—and the more you track, the more successful you’ll be.
Here’s some AR Workflow features that we’ve seen level up countless restoration businesses:
AR Health Dashboard:
Access a real-time overview of your accounts receivable status, including key metrics and trends. This dashboard helps you celebrate successes and identify areas for improvement, facilitating continuous enhancement of your payment processes.
Aging Report:
Get up-to-date information on open balances, recent payments, and overdue invoices to easily identify bottlenecks and prioritize collection efforts effectively.
Customer Contact:
Maintain a consolidated history of all interactions with each customer, including notes, emails, calls, and payments. This comprehensive view allows you to monitor communication patterns and assess the effectiveness of your follow-up strategies.
By utilizing these analytics tools, you can gain valuable insights into your payment workflows, make informed decisions, and implement targeted strategies to improve payment speed and consistency. Get more organized and spend less time on repetitive admin with AR Workflow.
We’re invested in your success. Literally. Try a 14-day Free Trial of AR Workflow to see the difference and build the company that always gets paid, on time.
Closing Thoughts: Own Your Communication, Own Your Success
How you communicate determines how fast you get paid. When you master the art of clear, confident, and personalized communication, you’re not just collecting payments—you’re building relationships, strengthening your cash flow, and taking control of your financial future.
You have the tools. You’ve read the strategy. Now it’s time for you to step up, believe in your business, and implement these game-changing communication hacks.
You have the opportunity to create a cash flow that fuels your business growth, and it all starts with how you communicate.
Are you ready to own your success? It’s time. Level up your communication and get paid faster.
Try our 14-day free trial and see the AR Workflow difference for yourself.
So, what are you waiting for? Start implementing these strategies today. Take action. Make it easier, make it faster, and make it better for your customers. Find the best tool for you.
The result? A business that’s more profitable, more efficient, and more successful than ever. And you’re more organized and spending less time on admin. Grow your business without the stress. Your business deserves it, and so do you.
We’re invested in your success. Try our 14-day free trial and see the AR Workflow difference for yourself.
Turn Theory into Success with AR Workflow
While the above may all sound well and good, how are you going to work this advice into already existing workflows and project processes? We know you’re already overworked, exhausted, and pushed to your limit.
Being professional, organized, and befriending your adjuster can be easy. We like to use all of the above with AR Workflow. While there’s plenty of project management tools out there, we designed AR Workflow for our industry and restoration professionals like you
Consolidated Documentation
Remember what we said about thorough documentation and transparent communication?
That can start with AR Workflow.
With AR Workflow you’re always ready for questions or conversations. Keep all photos, notes, communications, and status updates in one place. Save time, while you level up the quality of your project management. Build comprehensive dossiers for each project to accelerate project completion, easy communication, and your payment timeline.
Customized Analytics & Insights
AR Workflow helps you keep your own stress low and your head clear with easy-to-understand, real-time insights and analytics on your project. By knowing what’s going on, you’ll be able to successfully communicate and negotiate skillfully with your adjuster. Make data-driven decisions, standardize operating procedures, and refine your process. Success starts with these real-time AR Workflow insights.
Automated Email & SMS Reminders
Lastly, AR Workflow keeps your communication with your adjuster consistent and professional with reminders, automation, and customizable email and SMS templates. Communicate clearly to accelerate your project, and always be ready and prepared for a successful encounter with your adjuster.
Sound like the kind of business you’d like to be running? We think so.
Try our 14-day free trial and see the AR Workflow difference for yourself.
The Path to Faster Payments and Long-Term Success
The restoration business is tough, but when you master the art of working with insurance adjusters, you unlock the door to faster payments, repeat business, and long-term success.
Understand their challenges, build trust through professionalism and consistency, and document everything with precision. When you do this, you’re not just another contractor—you’re the contractor they trust and want to work with. And use this article to guide your success to becoming “that contractor.”
By leveraging tools like AR Workflow to streamline your documentation, communication, and project management, you make it even easier for adjusters to say “yes” to your claims. And the more “yeses” you get, the faster you’ll get paid and the stronger your relationship with your adjuster.
This is your time. Step up and become the contractor who makes adjusters’ lives easier. It’s time for your business to take off. Faster payments, stronger relationships, and endless opportunities are all within your reach—go after them by adjusting your relationship with your adjuster. That change starts today!
Take Back Control of Your Payments
and Your Restoration Business
Mortgage companies might be shaping the future of restoration payments, but that doesn’t mean you have to be at their mercy. By understanding their processes, building strong relationships, streamlining your operations, and managing your cash flow, you can take back control of your payments—and your business.
This is your business. Rise above the challenges, take control of the process, and create the space for exponential growth. The future is in your hands—are you ready to seize it?
Click here to sign up for your free, 14-day trial