Five pernicious assumptions that your service providers make about you

If you’re like me, then virtually every week brings an unexpected fee hike. Take last week, when both my cable bill and cellular bill unexpectedly jumped $20 a month. “How in the world can our service providers have such gall?”, you might ask.

Well, let me tell you how: they make five common, negotiation-related assumptions about me and you and everyone else—assumptions that the average consumer consistently proves correct. But by understanding and disproving these assumptions, you, the non-average consumer, can make life negotiable.

Specifically, your service providers consistently assume that:

  1. You won’t notice the fee increase: Your service providers commonly believe they can slip one by you—that you are one of those people who doesn’t scrutinize their statements or e-bills or direct withdrawals. Prove them wrong by approaching your bills with the mindfulness of a novice operating a power tool.
  2. You won’t have the courage to call: Your service providers commonly believe that, even if you do notice the fee increase, you’ll probably be too wimpy to pick up the phone and call them on it. Prove them wrong by putting their number into your speed dial.
  3. You won’t have the time to call: Your service providers commonly believe that, even if you notice and muster the courage to call, you won’t have the time to. This, I must say, is probably where they get the most people, stretched as we all are. But prove them wrong by thinking not about whether it’s worth your time to dispute the $20, but whether it’s worth your time to dispute the $20 x 12 months. Then multiply that amount by the number of service providers likely to jack up your fees in the near future.
  4. If you do call, a simple no will suffice: Your service providers commonly believe that, even if you notice the fee hike and assemble both the courage and the time to call, they’ll be able to dissuade you with a simple “no.” For example, “No, that pricing promotion has ended, so we can’t put you back on it.” Prove them wrong by asking a different question. For example: “Ok, is there a different active promotion that would bring me back to the same price?” (That exact question eliminated the two $20 fee hikes mentioned above.)
  5. You won’t be willing to walk away: Worst case, your service providers commonly believe that, even if you notice and call and fight for your case, you won’t walk away and go with another provider if you have to. Prove them wrong by calling with a quote from another provider in-hand. Then ask to connect with the cancellation department, which almost always proves more pliable.

In sum, your service providers are banking on your being inattentive, wimpy, busy, gullible, and certain to surrender eventually. If you want to make life negotiable, you have no alternative to proving them wrong. Unlike your service providers, I assume that you can.

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