Biased Thinking = Missed Payments

We all tell ourselves stories.

Consumers who haven’t paid their debts? They have a story too. And everyone views themselves as the hero of their own story. 

Maybe they believe the balance is unfair. Maybe they think their creditor is a faceless corporation that won’t be impacted by their non-payment. Maybe they assume they can’t afford to pay—without ever truly looking at the numbers.

This is confirmation bias in action. People naturally seek out and remember information that reinforces what they already believe. Once their narrative is set, they unconsciously filter out anything that contradicts it.

This is a problem in collections conversations!

Why Confirmation Bias Matters in Collections

When a consumer has convinced themselves they can’t or shouldn’t pay, traditional persuasion falls flat. If you push too hard, they’ll dig in further. If you argue facts, they’ll dismiss them.

So how do you change the narrative?

You don’t argue. You reframe the conversation.

Reframing with Strategic Questions

Instead of telling them they’re wrong, guide them to re-examine their assumptions. The best way to do this? Strategic, open-ended questions.

❌ “Can you pay this today?” (Easy to say no.)
✅ “What’s the biggest challenge preventing you from resolving this?” (Forces them to think critically.)

❌ “Why haven’t you paid?” (Feels like an accusation.)
✅ “How do you see this getting resolved?” (Encourages them to think about solutions instead of problems.)

By asking the right questions, you disrupt their internal narrative and get them to consider new possibilities—ones that include resolving their debt.

Labeling to Build Trust

In “Never Split the Difference”, Chris Voss, former FBI hostage negotiator, teaches a technique called labeling to validate emotions. This can be an incredibly impactful tactic in a collections conversation.

Instead of questioning their reasoning, acknowledge their feelings:

🔹 “It sounds like this situation has been really frustrating for you.”
🔹 “It seems like you’ve been trying to figure out the best way forward.”

Once someone feels heard, they’re far more open to a real conversation.The best part - even if you guess wrong and label them improperly, you’ll still open an interactive dialogue. 

Final Thought

You can’t force someone to change their mind—but you can guide them to question their assumptions. With the right questions and a little empathy, you can help consumers rewrite their own stories—and open the door to a mutually beneficial resolution.