In a recent LinkedIn post, Jason Feifer discusses a creative and empathetic approach used by a studio potter, Nancy Salamon, to collect a significant overdue payment. Feifer highlights how Salamon successfully recovered a $1,700 bill from a customer who had initially gone silent after promising to pay.
Feifer shares the story as told to him by Salamon, who is a reader of his newsletter. After a gentle nudge and a subsequent broken promise from the customer, Salamon opted for an unconventional communication strategy. Instead of employing aggressive tactics, she chose to share a story.
“I want to tell you a story…”
This narrative, as detailed by Feifer, was about a past customer named John, who had always been reliable until he unexpectedly stopped paying. Months later, his widow explained that John had been seriously ill and had passed away. Salamon then used this anecdote to connect with her current non-paying customer.
Framing the Situation with Humanity
Jason Feifer emphasizes that Salamon’s follow-up email to the customer, who owed $1,700, was framed with genuine concern. She wrote, “I hope you’re not experiencing anything catastrophic. I just wanted to see if you’re OK.” This approach, according to Feifer, shifted the dynamic entirely.
The customer responded immediately, acknowledging that his business was indeed struggling but expressing appreciation for Salamon’s thoughtful inquiry. Crucially, he then proceeded to pay the outstanding invoice. Feifer posits that this outcome was not due to pressure, but due to Salamon making the customer feel understood and seen.
Analyzing the Psychology of Non-Payment
According to Jason Feifer, the core lesson from this incident lies in how we interpret customer silence. He outlines four potential explanations for why someone might stop responding:
- Catastrophic: Genuine personal or business crises (illness, emergencies).
- Bad: Intentional avoidance or unwillingness to pay.
- Neutral: Being overly busy or simply forgetful.
- Good: Potentially planning something positive, though less common in payment scenarios.
Feifer argues that individuals often default to assuming the worst – that the customer is acting in bad faith. However, he encourages a different approach.
“When someone ghosts us, we assume the worst about their CHARACTER. But there are always four possible explanations…”
He advocates for prioritizing empathy over assumption. As Feifer notes, “Instead of assuming malice, try assuming humanity.” This perspective shift, he suggests, is not only ethically sound but also a more effective business strategy.
Empathy as a Business Tool
The story shared by Jason Feifer underscores a powerful business principle: empathy can be a direct driver of positive financial outcomes. Salamon’s success stemmed from her ability to connect with her customer on a human level, offering understanding rather than demanding payment.
“Nancy didn’t get paid because she pressed harder. She got paid because she made the customer feel seen. Empathy isn’t just kind. It’s good for business.”
Feifer concludes by reinforcing that building relationships and showing genuine concern can resolve difficult business situations more effectively than confrontational tactics. This nuanced approach, he suggests, is key to navigating complex customer interactions and ultimately fostering better business results.
📝 About This Content
This article is based on insights shared by Jason Feifer on LinkedIn.
📅 Originally posted on March 4, 2026 | View original post on LinkedIn →