Every-day negotiations: Don't get angry, get results
 When we're wronged, we often react with anger. But there's a better way. A colleague recently shared his experience with a well-known mail-order retailer that charged him twice for a novelty lamp. When he called to report the error, the company assured him that a full refund was in the works. But then his credit-card statement showed only a two-thirds refund instead of the full amount. At about the same time, gift certificates representing the other one-third of the overbilled amount arrived in the mail. The nerve of this company! Still, instead of expressing his outrage over the phone, my colleague simply said, "If you agree to provide me with a full refund and let me keep the gift certificates, I won't escalate my actions any further." And of course, it worked.
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Scotwork  in the news...
Scotwork founder pens RFP article for T&D
Marty's lead story in Sales & Marketing Management
Negotiation should be practiced from discovery until the final agreement. Find out more in Marty's lead article, "Negotiate throughout the sales process for better results," in the July 22 issue of Sales & Marketing Management Magazine.
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Journey to a new level:
Scotwork Strategic Negotiating (SSN)
Achieve even better outcomes and make yourself invaluable to your organization.
Enroll in SSN and get analytical tools to guide you through more complex negotiations. And learn how to select the best strategies for your next major negotiation. Contact us.
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