How often do you find yourself asking organizations for favors—discounted prices, waived policies, or extended promotional rates? Quite often, I’d suppose. And how often do the organizations say yes on the very first try? Hardly ever, if your experience is anything like mine.
But don’t hang up in a flurry of despair! Because the best negotiators know that asking multiple times—sometimes of multiple people—is often the only way to achieve their objectives. Indeed, in the domain of organizational favors, I’d say that asking at least three times is the only way to make life negotiable.
Consider five reasons:
- You might get a different answer. Many organizations are not known for the consistency or impeccable training of their customer service representatives. Perhaps the first representative declined your discount request simply because they yet haven’t received the discount training? And perhaps the second or third just received it yesterday?
- You might get a better answer. Anyone who’s ever dealt with an organization knows that “talking to a supervisor” often produces a better answer than talking to whomever answers the phone. It’s not the supervisor and the answerer are operating off a different set of policy waiver policies. Indeed, the second person is probably not even a supervisor. It’s just that they reserve the policy waivers for the people persistent enough to ask for the supervisor.
- You might get a more helpful person. Everyone has a bad day now and again, and customer service representatives are far from the exception. Indeed, it’s just possible that today’s the lucky day for the first representative you encounter, in which case your chances automatically increase by talking to someone less crabby.
- You might get experience asking the question. In addition to surfacing different people and answers, asking several times increases your own understanding of the issues. For example, a comment during your first conversation might reveal that the organization doesn’t offer “discounts” for the current bundle of services, but it might be willing to unbundle the services and reduce the price accordingly. Can you ask like that on the third try?
- You might learn something about the organization. Even if you don’t get a better answer or representative, and even if you don’t come up with a better way to phrase the request, you might learn something useful about the organization. At a minimum, you might learn that the organization is not delivering the level of customer service you expect, prompting a useful consideration of your alternatives. Better yet, you might gain a general appreciation for the types of policies the organization cannot waive and the types they might—an insight that will probably come in handy the next time you need a favor.
In sum, you should not take organizational denials as the end of the story—at least not until you’ve encountered a few of them. Instead, you should try to see a few organizational denials as a natural part of the process—a series of no’s on the eventual road to yes.