What is a key step when addressing a past due account with a customer?

When addressing a past due account with a customer, informing them that accounts over 60 days will be put on hold is a key step because it sets clear expectations about the consequences of non-payment. This communication serves as a necessary reminder to the customer about the seriousness of the situation and emphasizes the importance of adhering to payment terms. It helps to establish boundaries while also encouraging the customer to take action to resolve the outstanding balance.

By making it clear that there are specific policies in place regarding overdue accounts, you are promoting accountability. This transparency can prompt the customer to prioritize their payment to avoid disruptions in service, which can ultimately benefit both their operations and your business relationship.

While the other options might play supportive roles in managing customer relationships or financial transactions, setting a firm and clear policy regarding account holds underscores the importance of timely payments and provides a direct approach to resolving the issue.