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The Three Types of Debtors & How to Respond to Each

Recovering debt while maintaining customer relationships is a delicate balance. At EC Credit Control, we know that understanding your debtor’s mindset is key to successful recovery. Not all debtors are the same, and tailoring your approach can make all the difference. Here are the three main types of debtors—and how to respond to each one effectively. Plus, we have a free downloadable infographic you can use to help you manage your debtor conversations.

1. The Struggling Debtor

These customers want to pay but are facing financial hardship. They may be dealing with cash flow issues, unexpected expenses, or economic pressures. Typically, they have a history of timely payments and good communication.

How to Respond:

  • Show empathy and listen actively. Acknowledge their situation and offer support.
  • Offer flexible payment plans. Break the debt into manageable instalments or extend terms where possible.
  • Document everything. Confirm agreements in writing and keep records updated.


💡 Tip: Use validating language like “I understand this must be a tough time” to build trust and cooperation.

2. The Disorganised Debtor

These customers miss payments due to oversight or poor organisation. They’re not avoiding payment—they just need reminders and better systems.

How to Respond:

  • Send invoices promptly. The sooner they receive it, the more likely they are to pay.
  • Use friendly reminders. A polite nudge before the due date can be very effective.
  • Make payment easy. Offer multiple payment options and ensure your details are clear and accessible.

💡 Tip: Test your payment process across devices to ensure it’s user-friendly.

3. The Deliberate Non-Payer

These are the most challenging debtors. They may be intentionally delaying payment, disputing charges without basis, or ignoring communication.

How to Respond:

  • Stay firm but fair. Keep communication professional and focused on solutions.
  • Escalate when needed. If payment hasn’t been received after 90 days, it’s time to engage a debt collection agency.
  • Use professional services. EC Credit Control is trained to handle difficult conversations with care and professionalism.

💡 Tip: Script your opening and closing statements for tough conversations to stay focused and calm.

Why Categorising Debtors Matters

Recognising which type of debtor you’re dealing with helps you:

  • Save time
  • Improve recovery rates
  • Maintain customer relationships
  • Protect your reputation

At EC Credit Control, we believe debt recovery doesn’t have to be confrontational. With the right mix of empathy, clarity, and professionalism, you can recover what’s owed while keeping your business relationships intact.

✅ Download the infographic and use it as a guide in your conversations with debtors.

 

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About EC Credit Control

We are a New Zealand owned credit management agency that has been supporting Kiwi businesses for over 30 years. As a specialist in debt resolution and developing business terms and conditions of trade, we have the tools and expertise to help minimise the risk to any business that offers credit. For a free no-obligation consultation, get in touch with your local Business Support Specialist.

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