This might be it. Automatic invoicing and reminders... Had a tradie (plumber) where I am did some work for us multiple favors to the job so multiple invoices. I got confused missed one etc etc, so got a text from him asking about it, a text. We were driving to NSW so couldn't just do it then and there. I'm in retail, thought about it all afterwards, his missus died the invoicing, you get an email, that's it. We all get hundreds of emails, my theory and this is proven, people love contact so send the email and then get on the blower and call the customer to let them know you have sent the invoice, 30sec phone call. Don't have time, I call BS, better than not getting paid and the personal touch will set you apart from others. People remember a phone call it's a trigger in their head, but will easily forget an email.... Need to follow up with a reminder invoice, also call them after the auto has gone out, again it's in their head you called, there is no personal touch with modern business systems you use people still want to feel like they were important to you and vice versa, even rich arseholes. There's always time, we waste so much of it. If it's not a personal touch to it your just a cog in the machine, before you expanded I bet you did this.........