Guiding Customers Through Financial Difficulty
Drawing on more than 15 years of experience supporting customers across the UK energy sector, Joe Fowler, Senior Debt Manager at SmartestEnergy Business explores the financial challenges many SME businesses face today and explains how open conversations, practical support and a tailored approach can help businesses navigate difficult periods with confidence.
The last few years have presented significant challenges for many SME businesses. Rising operating costs, economic uncertainty and tighter margins have placed increasing pressure on business finances, making cash flow management more important than ever.
For many organisations, energy remains a critical business cost. When financial pressures increase, keeping on top of payments can become increasingly difficult.
In the latest edition of our Smartest Insight series, Joe Fowler, Senior Debt Manager at SmartestEnergy Business, shares his perspective on supporting SME customers experiencing financial difficulty and why empathy, early engagement and practical solutions are essential.
As Joe explains:
Every day, I see the pressure many SME businesses are under. The last few years have been especially challenging for smaller businesses, where margins are often tight and even small cost increases can have a big impact.
Understanding the Challenges Facing SMEs
Behind every account is a business owner balancing multiple priorities.
Managing payroll, supplier costs, rent, utilities and operational expenses can become increasingly difficult when revenues fluctuate or unexpected costs arise.
Joe believes it's important to recognise the realities many businesses face:
We understand that behind every account is a business owner doing their best to balance competing priorities, from staff and suppliers to rent and utilities.
Missed payments or increasing balances are often a sign of wider financial pressure rather than a lack of intent to pay.
Understanding this context is essential when supporting customers through challenging periods.
Why Early Engagement Matters
One of the most important factors in helping businesses manage financial difficulties is encouraging open and honest communication.
Joe emphasises that the sooner a conversation happens, the more options may be available:
What we want customers to know is simple: we are here to help, and we listen.
Many businesses delay reaching out because they hope circumstances will improve independently. However, early engagement often helps create better outcomes for everyone involved.
By discussing challenges at an early stage, businesses can access support sooner and avoid situations becoming more difficult to manage.
How SmartestEnergy Business Supports Customers
Debt management is about more than recovering outstanding balances.
As Joe explains:
When it comes to debt management, our role goes beyond recovery. It's about acting fairly, responsibly and with understanding.
The aim is to balance responsible account management with practical support that reflects each customer's individual circumstances.
Depending on the situation, support may include:
Repayment Plans
Creating manageable repayment arrangements that help spread costs over time.
Reviewing Billing and Usage
Checking account information to ensure billing accuracy and identify any issues that require attention.
Flexible Payment Arrangements
Exploring adjustments that may help reduce short-term financial pressure while maintaining progress towards resolving outstanding balances.
While these measures may not solve every challenge immediately, they can provide breathing space and help create a clear path forward.
A Tailored Approach for Every Business
No two businesses are the same.
Different industries, trading conditions and financial circumstances mean that a standard approach rarely delivers the best outcome.
Joe explains:
There's no one-size-fits-all solution. Every business we work with is different, and our approach needs to reflect that.
By taking the time to understand individual circumstances, it becomes possible to identify realistic and sustainable solutions that customers can maintain over the longer term.
This personalised approach helps protect energy supply, supports responsible account management and reduces unnecessary stress for customers.
Practical Support During Challenging Times
Alongside repayment support and account management solutions, SmartestEnergy Business also offers additional assistance for customers facing significant financial hardship.
Joe highlights the importance of making customers aware of available support:
We also have a hardship fund in place to support businesses experiencing significant financial difficulty.
For eligible customers, this may include grants that help reduce outstanding debt and support recovery.
While not every business will qualify, speaking openly about financial challenges can help identify what forms of assistance may be available.
Supporting Businesses Through Uncertainty
Financial difficulties can affect any business, particularly during periods of economic uncertainty.
While every situation is different, one thing remains consistent: early conversations and practical support can often make a significant difference.
As Joe explains:
Our priority will always be to support customers through challenging periods, providing practical solutions that help move things forward.
At SmartestEnergy Business, we believe the best outcomes come from working collaboratively with customers. By combining empathy, transparency and practical support, we aim to help SME businesses navigate financial challenges and find a sustainable path forward.
About the Author
Joe Fowler is Senior Debt Manager at SmartestEnergy Business and has more than 15 years of experience supporting customers across debt management, collections and customer service within the UK energy sector.
Throughout his career, Joe has held a range of operational and leadership roles across SME debt management, customer service and credit operations. His experience includes managing specialist debt teams, developing customer support processes and helping businesses navigate financial challenges while maintaining positive customer outcomes.
At SmartestEnergy Business, Joe leads the debt management function, working closely with SME customers to find practical and sustainable solutions during periods of financial difficulty. His approach combines commercial responsibility with empathy, helping businesses manage short-term challenges while supporting long-term recovery and customer relationships.
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