Don’t let several staff negotiate the same debt.

Different staff offer different deals

A customer owes a wholesaler several invoices. Sales offers more time to preserve the relationship, accounts asks for immediate payment and the owner discusses a discount. The customer reasonably asks which offer applies. The business must reconcile its own communications before attempting another negotiation.

Recover what has already been said

Collect emails, messages and factual notes of calls. Identify amounts, dates, conditions and the person who made each statement. Do not assume an informal conversation has no effect or that the latest message automatically cancels earlier commitments.

Have significant conflicting offers reviewed by an adviser. Preserve the record rather than deleting an embarrassing message or asking staff to rewrite its meaning.

Choose an authorised account lead

Nominate the person who coordinates communication and define the approval limits. Staff can still supply facts, but changes to price, payment timing or releases should follow a clear authority process.

Make sure the lead can access the current account and operational information. A nominal owner without the necessary records may simply become another delay.

Use one supported position

Business.gov.au recommends preparing for dispute discussions and recording them. Agree the current balance, specific disputed issues and available proposal before contacting the customer again.

Where earlier messages conflict, obtain advice on how to clarify the position accurately. Do not present an unresolved internal preference as a binding agreement already accepted by the customer.

Source: Business.gov.au - Prevent, manage and resolve disputes

Keep the team aligned after contact

Record the actual response and any further approval required. Update sales, accounts and the owner through an appropriate shared record so a new call does not restart the negotiation from an old assumption.

Review whether incentives or responsibilities caused the conflict. A salesperson should not need to invent a concession to keep a customer while accounts remains unaware of the promise.

Give the account one controlled negotiation route

Preserve and reconcile previous offers.

Assign an authorised lead and approval limits.

Share the agreed position and record every material change.

Contact CRP about coordinating business debt negotiations and appropriate professional support.