Angela McDonald, Optimum Recoveries
I was due to present at the Queensland Leaders Alumni Forum's June session.
The parking was organised. The presentation was prepared. The handouts were printed. I was on my way.
Everything was going to plan.
Then life had other ideas.
An unexpected traffic accident brought the journey to an abrupt halt and, despite being prepared, I never made it to the room.
Thankfully everyone involved was okay, but I couldn't help reflecting on the irony. The presentation I was on my way to deliver was all about economic trends, risks and drivers affecting Australian businesses. The bingle simply reinforced the message.
The businesses navigating today's economic conditions most successfully aren't necessarily the biggest. They're the ones paying attention.
Working across hundreds of Australian businesses gives us a unique vantage point. We often see patterns emerging long before they appear in management reports, financial statements or board papers.
Right now, we're seeing customers take longer to pay, approval processes slow, payment arrangements increase, buying behaviours change and insolvencies continue to rise.
Individually, these don't look like major issues.
Collectively, they're often the earliest indicators that conditions are shifting.
The strongest businesses don't wait for problems to appear in financial statements. They build strong foundations, have clear trading terms and conditions, understand who they're dealing with before extending credit, and undertake appropriate credit checks while continuing to monitor risk throughout the customer relationship.
Most importantly, they don't set and forget.
Today, businesses have access to more information than ever before. Credit monitoring, payment behaviour data and predictive risk tools can provide near real-time insights into changing customer risk profiles, often before problems become visible elsewhere.
But technology alone isn't enough.
Rarely does financial distress arrive without warning. More often, the warning signs appear first in customer behaviour: missed payment promises, changing buying patterns, requests for extended terms, customers becoming harder to reach or attempts to operate outside agreed trading arrangements.
And while reminder emails are efficient, they can easily disappear into the white noise of a busy inbox. A conversation cuts through.
Technology can identify a problem. A conversation can solve one.
Five minutes on the phone will often tell you more about a customer's circumstances, intentions and challenges than a dozen unanswered reminder emails. Sometimes, the calls that aren't returned tell you even more.
Early action creates options. Delayed action limits them.
The opportunity for leaders is simple: notice the signals early, have the conversation and act while options still exist.
Periods of uncertainty don't just expose risk — they create opportunity for those who are prepared. Opportunity to strengthen relationships, sharpen decision-making, improve cash flow, capture market share and position the business for the next phase of growth.
If you'd like a copy of our Credit Risk Health Checklist, click HERE
Angela McDonald is the Founder and Managing Director of Optimum Recoveries and Optimum Contact. Working with businesses, associations and professional service firms across Australia, she helps organisations identify emerging risks, strengthen customer relationships and improve cash flow through practical, proactive credit and risk management strategies.
She remains firmly convinced that preparedness matters — both in business and on Brisbane roads.
