Category: Customers and customer service

  • Why the best negotiators bask in bad feelings

    Most of us have had no shortage of bad feelings lately. So, many of us might be interested to learn of an important situation—negotiation—in which bad feelings are actually quite good. Put differently, bad feelings represent a necessary and useful component of many productive negotiations. So, the most effective negotiators tend to not only tolerate…

  • How big companies negotiate—in aggregate

    Many of us find now ourselves negotiating with big companies—to extend our promotional rates, cancel our service before the contract ends, miss a payment or two. Desperate times call for desperate measures. Given that reality, I wanted to share a consideration—discouraging at first but encouraging upon consideration—that can make such conversations negotiable: Many (though not…

  • COVID-19: Life’s still negotiable

    In moments like these, when the world’s out of control, little seems negotiable. But I’m here to tell you that negotiation is needed now more than ever. Indeed, if we don’t at least try to negotiate a new path through uncertain and frightening times, we’re sure to make an already bad situation worse. To see…