Chasing clients for documents: a reminder sequence and templates

Written by the team behind Slipnudge, an unbuilt product idea. We are not accountants. This is general process guidance, not accounting, tax or legal advice. Check anything important with the official source or a professional adviser.

Most chasing fails for ordinary reasons: the request is vague, it arrives in a long email, the deadline is unclear, or replying is awkward. The fixes are mostly about how you ask.

Principles

• One request per client per cycle. Collect every open item, then send a single message.
• Be specific. Date, amount and payee text, as printed on the statement.
• Say what a good reply looks like. "A photo is fine" removes a reason to delay.
• Give a date, not an open ended "when you can".
• Make replying easy. One address, one thread, replies to the same message.
• Keep reminders short. List only what is still open.
• Keep the tone neutral. The message should read the same for a fast client and a slow one.

A three message sequence

Message 1: the request

Subject: [Client name]: [Month] items we need

Hi [Name],

We are finishing [Month] for [Client name]. We need the following
by [date]:

1. [dd Mon], [amount], "[payee text]": receipt or a line on what it was
2. [dd Mon], [amount], "[payee text]": receipt or a line on what it was

A photo or a forwarded email is fine. Just reply to this message.

Thanks,
[Your name]

Message 2: the reminder (a few days later)

Subject: Re: [Client name]: [Month] items we need

Hi [Name],

Two items are still open for [Month]:

1. [dd Mon], [amount], "[payee text]"
2. [dd Mon], [amount], "[payee text]"

Could you reply by [date]?

Thanks,
[Your name]

Message 3: the last reminder before the cut off

Subject: Re: [Client name]: [Month] items we need

Hi [Name],

We will close [Month] on [cut off date]. These items are still open
and will be listed as unresolved if we do not hear from you:

1. [dd Mon], [amount], "[payee text]"

If a call is easier, ring [number].

Thanks,
[Your name]

A short text message

Hi [Name], [Firm] here. 2 items still open for [Month]. Details in
my email of [date]. A photo of each receipt is fine. Thanks.

Check that you have the client's agreement before using text messages, and keep them short and free of financial detail.

A tracker you can keep in a spreadsheet

Review the tracker at the same time each week. Anything past its cut off moves to the query list.

Handling the replies

• Save each document under a consistent name, for example client, date, amount and payee.
• Confirm the amount and date on the document against the bank line before marking it matched.
• If a reply is a half answer ("it was for work"), ask one follow up question, not a new list.
• Record the date and channel of any verbal answer.

When a client keeps not replying

• Change the channel once: a phone call after two emails.
• Ask whether someone else in the business holds the documents.
• Offer a fixed monthly time, such as a 15 minute call, to go through the list together.
• Agree the cut off and what happens to open items when you take on the work, in your engagement terms. Wording belongs to you and your own adviser.

We are considering a tool for this problem and keep an interest list for firms that would want one: see the Slipnudge home page.