Chris Croft
Tips of the Month – Archive

Negotiation Skills Tip 8



Be nice

Decide to do it

Instead of yes or no

The most important thing to prepare

How to practice without risk

Never go beyond your walk away point

Don’t open first

Instead of complaining

The Flinch

Is it OK to lie?

Why you need a good pack of tradeables

Negotiating internally

Reasons for not negotiating are all false

Walking away – really mean it!

Planning your opening offer

A really good opportunity to negotiate is when you are unhappy, i.e. when you've got a complaint. The rule is.....

Instead of complaining, ask for something in return.

Otherwise complaining is just whingeing. It's a waste of your time and a waste of theirs, resulting only in you both feeling annoyed.

Why not convert it into a potential win/win where they get a chance to learn (good for their business, and since only 4% of unhappy people complain this is a useful learning opportunity for them) and also they get a chance to keep your business! If you just walk away, either now or in deciding not to come back, it's lose/lose.

Complaining helps them but not you. Walking away benefits neither. Negotiating can help both of you.

And you're in a position of strength when you've got a complaint.

A quick example of win/win: Suppose you are unhappy with your hotel room. Don't put up with it! Don't quietly resolve never to return! Don't go and shout at the staff, or the manager! Don't write a stiff letter to head office! Why not ask for a better room - a much more expensive one to make up for the hassle of having to move??

What will this cost them? Almost nothing, since the room is empty anyway. And it's great for you. Win/win.

So next time you're unhappy just ask yourself 'What could I ask for here?' and let the fun begin....

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