Five negotiations in one short trip

I recently took a business trip up the east coast, and it amazed me how many negotiations I faced in a short day of transit. Since it never hurts (and often makes life negotiable) to remember how many daily situations qualify as negotiations, let me recount the five negotiations I faced in one short trip:

  1. Large cups: At my home airport, early in the morning and desperate for a cup of coffee, I ordered and paid for the largest cup possible. Only then, after collecting my money, did the employee notice they ran out of large cups. And believe it or not, she was prepared to offer me a small coffee for the large price! Despite my fatigue, you can bet I wasn’t willing to accept that. The interesting thing was what to do about it: Should I ask for the difference back in change (thereby getting less coffee and a whole lot of heavy change), or should I ask for a bottomless small cup? I did the latter and therefore got about two or three larges for the price of one.
  2. Shared space: My good luck continued through boarding, when I discovered that the flight wasn’t busy at all, meaning an empty middle seat. The fickle hand of fate struck back after buckling into the aisle seat, though, as I discovered that the passenger in the window seat was intent on claiming the middle seat and all its under-seat storage as her own. But then my luck swung back, as she got an important phone call that allowed me to covertly reclaim my own 50%.
  3. Seatbelt sign: Let me see if I can put this delicately: As a result of the 2-3 coffees in negotiation #1, I found myself with a visceral need shortly after takeoff. Unfortunately, I also found myself with one of those pilots who forgets to turn the seatbelt sign off. After about 25 minutes of blue skies and the notable lack of turbulence, I politely asked the flight attendant if I could use the bathroom anyway. “At your own risk,” she said. And believe me, I was ready to risk it.
  4. Engine trouble: The airport at which I landed was about 90 minutes from my destination, necessitating a car service through a rather isolated set of mountains. Unfortunately, halfway through said mountains, a loud clanking sound emerged from the engine. The driver dutifully got out, checked the engine, and somehow determined that he could keep driving up the mountain despite the clanking by reducing his speed to 30 mph. “I’m glad I’m going to get there (maybe),” I thought, “but now I’ll get there late (if at all).” So, I had to take the opportunity to ask my host for a schedule adjustment, which he generously granted.
  5. Wet weather: Ok, this negotiation wasn’t my own. But since it impacted me directly, I think it’s fair to include it: Several of us were visiting to give concurrent research presentations, but none had thought to check the Weather Channel before packing. Turns out we should have, as Mother Nature decided to drop a deluge. Luckily, one of my colleagues asked the hotel for an umbrella, then asked for an even larger one capable of shielding about four of us on the way to dinner.

These simple examples qualify as negotiations because, in all cases, I would’ve been patently displeased if I (or my colleague in the case of the umbrella) had failed to request someone else’s cooperation. The point is not to say that you should march around asking for everything in the world you want, nor would I expect every trip you take to necessitate quite so many negotiations. Still, let these stories offer a reminder that opportunities to negotiate are all around us—and seizing them is often the only way to avoid patent displeasure.

Negotiating the holidays: Five common negotiations in a magical time of year

With the holidays fully upon us, I thought it might be useful to recap some negotiations you’re likely to face amidst the festivities—along with some research-based suggestions for making them negotiable. I’m pretty sure you’ll face at least one of the following negotiations over the next few weeks:

  1. Deciding where to spend the holidays. Many of us will have a robust discussion with our better halves as to where to spend the holidays—and for how long. For some suggestions on avoiding a less-than-festive meltdown in the process, you might want to review this post.
  2. Dealing with annoying seatmates. Many of us will encounter fellow holiday fliers who…how shall we put this…have a slightly different take on in-flight decorum. For some suggestions on keeping the skies friendly, check out this post.
  3. Finding time for family. Many of us will need to physically pry ourselves away from our desks to spend the desired time with family and friends. For some tips on negotiating a reasonable work-life balance when it’s needed most, you might want to review this post.
  4. Counteracting predatory retailers. When purchasing our presents, many of us will encounter amazing deals. Others will encounter “amazing” deals—deals that retailers would love for you to misinterpret as such. To recognize and counteract a particularly pernicious version of this trap, consider the following post and paper.
  5. Giving appropriate and reacting appropriately to gifts. It’s the season of giving and receiving, but many people struggle to devise the appropriate gift or react appropriately when they receive the annual fruitcake. So consider reviewing the following posts on giving and receiving for some insights from the negotiations literature.

And now, here’s ho-ho-hoping your holiday becomes a bit more negotiable.

Initiating the right relationship with seatmates

There comes a critical moment at the start of each flight—the moment you encounter your seatmate. At that moment, your actions can easily dictate how negotiable the next 2, 5, or 7 hours are going to be. Initiate a positive relationship, and you just might make it to Michigan. Initiate a bad one, and you’re bound for a fight over Phoenix.

That being the case, what can you do to set up the right relationship with your seatmate? Consider the following five research-based suggestions for happy flying:

  1. Be cordial to build trust: It’s the nice and human thing to do. In addition, smiling and saying hello can start a cycle of trust. Flights are long and arduous encounters, and numerous contingencies are likely to arise. Maybe their air will blow right on your face. Maybe their gargantuan bag will encroach on your under-seat space. With the benefit of some pent-up trust, you can probably figure out a solution. Without it, good luck.
  2. Help with their bags: In addition to being the nice and human thing to do, helping to put up their bags (or fetch their pen from an overhead jacket, as I recently did) generates a cycle of reciprocity, whereby they will later feel motivated to help you too. What if you need to get up and use the bathroom four times? Or get the Wi-Fi signal to work just once? A seatmate who you previously helped will probably be eager to reciprocate.
  3. Claim your territory: In addition to these cooperative and integrative overtures, it’s important to start claiming some value in the form of the armrest. We’ve all flown next to the guy—and it usually is—who thinks he owns all three seats in the row. If that norm leaves the ground, all three fliers are in for an extended squishing.
  4. Signal your intentions: Similarly, it’s important to set some expectations as to how you intend to spend the next 2, 5, or 7 hours. If you’d love to the chat the trip away, then start chatting even before the safety demonstration. But if you’d prefer to work, read, or sleep, you’d better set those expectations even earlier. An ambiguous signal—some idle but unenthusiastic chatter, for example—won’t serve anyone well. You’ll both end up chatting the flight away even though both preferred to sleep (something akin to the Abilene Paradox).
  5. Don’t be weird or annoying: If I had a quarter for every time my seatmates acted weird or annoying long before takeoff, thereby generating angst that lasts the whole flight, I’d be able to a buy a plane and avoid the whole situation. From continuously messing with the air vent, to standing up and sitting down ala ants-in-the-pants, to taking a cell phone call loud enough to render the phone superfluous, to pulling out reams upon reams of paper, to shooting visual daggers into the seatback, crazy or annoying maneuvers in the early stages of a flight abound. Other people aren’t going to stop acting weirdly, so you might have to lead by example.

In sum, flights are gliding laboratories for making life negotiable. But they’re applied rather than basic research laboratories, in that your efforts will directly dictate your happiness. Here’s to this amazing opportunity to make life negotiable!

Doing their job for them

Achieving your own objectives often requires the assistance of customer service representatives whose job is to help you. Just one problem: At times, the representatives on whom you depend seem to have no intention of doing their jobs. Accordingly, making life negotiable can require you to do at least a portion of somebody else’s job for them, in hopes of motivating them to do at least the remaining portion for you.

To see what I mean, consider the following story:

A few weeks back, I booked a car using an online booking service—let’s call them “Coldwire”—for a guy’s trip to Alaska. Weeks later, with the benefit of flight confirmations, I learned that my flight arrived nearly eight hours after my friends’ flights, meaning that I was the wrong person to retrieve the car from the agency—and let’s call them “Mavis.” Easy peasy: just call Coldwire or Mavis and ask them to add a driver, right? Wrong!

I first called Mavis, having learned from prior experiences that the rental agency can often do more than the booking service. “You’ll have to call Coldwire, sir,” they informed me. And what do you think Coldwire told me? That’s right: “You’ll have to call Mavis, sir.”

Frustrated at having lost a good 15 minutes of my life to this tail-chasing exercise, I then tried to enlist the help of the Coldwire representative. Explaining how Mavis had told me just the opposite, I described the predicament and tried to engage the agent in a little problem-solving, Getting to Yes style. Her unhelpful refrain: “The booking is final.” This refrain made little sense, as adding a driver would cost neither Coldwire nor Mavis a red cent. “The booking is final,” she repeated again, apparently hoping I hadn’t heard her the first 24 times.

“Ok, so what can I do here?” I asked, leaving an Alaskan-sized pause after my question to encourage a productive response. “The only thing you can do is rebook,” she said, “and the rate will probably be much higher now. Would you like me to look it up?” Seeing few options, I said I did, only to learn that a rebooking would cost us at least $200 more. So I said thanks but no thanks, and we cordially parted ways.

Luckily, I knew about this new technology called the internet and did a Coldwire search myself, only to find the same car, same dates, same agency going for $50 less! Now, I’m not sure how my internet differed from hers, but here I was—doing most of her job for her. And with that, I did most of the rest, calling her back and telling her—this same representative—that I had found a lower rate and rebooked with my friend as the driver. Could she kindly cancel my other reservation? She would be happy to complete that 5% of her job, she told me.

What’s the point, other than the humorous and all-too-common storyline? The point is that you sometimes depend on people who aren’t opposed to helping you—they just can’t be bothered to do so. In those cases, it’s worth trying to motivate them, supplementing their salary and benefits package with a little old-fashion persuasion. But when that doesn’t work, you might just have to do at least a portion of their job for them, asking them to do the rest as a matter of kindness or generosity. It’s annoying, and it requires time—too much time in our harried world. But it’s better than flying off the handle at unhelpful people, or simply giving up and making your friend sit around the Anchorage Airport for eight hours. Plus, it hones your résumé should you ever seek a job in customer service.

 

Negotiating with the airlines (i.e., from a position of complete powerlessness)

Disputes with the airlines tend to elicit a sense of complete powerlessness. Bad seat? Full bin? Overbooked flight? It’s David versus Goliath x 10. Given that you need to get somewhere and they get to decide whether you do, your own power position seems tenuous, at best.

Since such disputes will probably only increase in the age of “Basic Economy” (airline-speak for terrible)—and since the airlines are but one of many bigger and brawnier counterparts we encounter on a daily basis—let’s use the airlines as an example to consider whether we, the weak, can still make life negotiable.

Despite our seeming lack of power, I submit that we still have at least five strategic options, affording us at least some semblance of power. They include:

  1. Exercising your alternatives: The former flagship carriers have tripped all over each other in a race to add fees and cut amenities. Southwest and a few others haven’t. As a former weekly traveler with a clinical addition to United, I understand the difficulty of making the switch. But I finally bit the bullet and switched to Southwest. And I survived to tell you that I’ve never been happier (on a plane). The ability to leave a particular partner is a major source of power in any negotiation.
  2. Increasing the costs of your departure: If you fly once a year and have no particular relationship with a flagship carrier, your friendly airline representative will probably hold the door on your way out. But if you fly with them all the time, use their credit card assiduously, and relish their vaunted status, they’re likely to protest a smidge more loudly when you make for the exit. In other words, if you slavishly show your loyalty to a particular carrier—connecting through Cleveland and Phoenix to get from Baltimore to St. Louis if you have to—then you’ll have slightly more leverage when push comes to shove.
  3. Negotiating with someone else: The best way to deal with a sense of powerlessness is often just to ignore it—especially by negotiating with someone who is no more powerful than yourself. Just try negotiating your way out of a cramped middle seat with your friendly flagship representative! But why do that, when you could instead give your middle seat to one of two lovebirds, who would prefer to sit next to the other lovebird than enjoy the window?
  4. Documenting their power abuses: Just because they’re powerful doesn’t mean they can be abusive. Such was the hard lesson taught to United by a bunch of passengers who caught their apparent mistreatment of Dr. David Dao on video, then posted it all over the interweb. You can fight fire with fire if you have to—and the airlines sometimes even pay attention.
  5. Demanding your due: People booted off United in the wake of the Dao incident have been known to receive four-digit figures. You could meekly accept the $300 voucher plus $0.30 bag of peanuts they offer (both which expire tomorrow), or you could hold out for the amount they’ve publicly promised to offer. I’ve heard that the latter is becoming popular—so popular that onboard auctions, where no one agrees to get booted until the four-digit figures start flowing, have been known to occur routinely.

In sum, in situations of seeming powerlessness, you still have options. Accordingly, you still have power. You may just have to think outside the overhead bin to find it.

Summer travel synopsis

If you’ve hit the roads or visited the airport recently, you know that the summer travel season is well underway. Thus, I thought this an opportune time to review some of the many ways negotiation research can make travels negotiable. To that end, here’s a brief synopsis of a few past posts on travel, along with links to the relevant articles (you can find more by clicking on “Travel” along the bottom right):

  1. Negotiating with hotels: Anytime we visit a hotel, we encounter many situations that would benefit from a negotiation. Some of these situations involve substandard accommodations and unacceptable living conditions, the negotiation serving to make your stay bearable. But others involve opportunities to make you and the hotel happier at the same time. This post considers the many aspects of a hotel stay rife for a negotiation.
  2. Negotiating with seatmates: Whenever we find ourselves on an airplane, sitting approximately 1 cm from someone we don’t know and often don’t want to, we have many opportunities to negotiate the terms of our ever-so-cozy adventure. From directing the overhead air to spilling into your seat, our fellow fliers give us oh-so-many opportunities to negotiate. This post points out a few of the most prominent.
  3. Airline complaints: Anytime we fly, we stand to have problems not just with our seatmates but with our carrier. Indeed, it often seems that every flight we take is slightly less pleasant. This post discusses how to negotiate the resolution of your grievances with the airline, recommending you show your cards carefully.
  4. Traffic jams as social dilemmas: Perhaps we drive to our destinations instead? If so, then we encounter a lot of other people driving there too. And everyone must be late, as everyone is cutting everyone else off, revealing their apparent disregard for the entire remainder of humanity. This post discusses driving as a social dilemma, considering some ways to solve the dilemma and thus make everyone’s drive more negotiable.
  5. Vacation preferences: Admittedly, this post is not about summer but about the winter holidays. It discusses what to do when you and your significant other want to spend the same holiday in different places. But the lesson is just as applicable to the summer months: don’t split a short period of time 50-50, leaving everyone mildly unhappy. Instead, seek out a creative way to allocate your time, leaving everyone happier in the long run.

I hope a brief review of these postings helps to remind you, while afoot on your summer adventures, that opportunities to negotiate surround around us. Indeed, they often follow us when we leave our abodes in favor of less familiar surroundings. Bon voyage!

Making hotels negotiable

The Memorial Day weekend saw me and many others staying in a hotel. And staying in a hotel reminded me just how many aspects of a hotel stay are negotiable—how many aspects of a hotel stay often require negotiation to make life negotiable.

Luckily, many hotel negotiations rely heavily on just one principle: the notion that you may not get it if you ask, but you definitely won’t get it if you don’t. A few basic topics we must all at least occasionally raise with our hotels:

  • Additional amenities: A two-year-old with afternoon naptimes is not conducive to housekeeping. Accordingly, on our recent trip, we found ourselves running out of towels daily. In situations like these, many people are inexplicably afraid to request more. What will they think if I ask? Will they snicker behind the counter that I must shower all day long? But then you have to think: who cares? Do I dislike snickering more than I dislike drying myself with a sopping wet towel?
  • Erroneous bills: It didn’t happen this time, but it did happen the last. Mysteriously, a fancy steak dinner from the fabulous Embassy Suites restaurant showed up on my bill. As much as I love steak dinners from the Embassy Suites, I was reasonably sure that this one wasn’t mine. In such situations, many people are afraid to confront the hotel, lest they get offended or combative. But unless you like to pay for someone else’s steak, you pretty much have to. And it’s not likely to result in offense or combat since the hotel desires your satisfaction almost as much as you do. In my case, they simply looked up the receipt in question, which revealed that someone had creatively remembered their room number, creatively footing me with their filet.
  • Extremely random items: Since a hotel is your home away from home, you may well have to borrow some extremely random items that you could easily access in your own home. On the recent trip, for example, my two-year-old inexplicably glued a rubber band in her hair: A problem only scissors can solve. But since the TSA pretty much guarantees that I don’t travel with scissors, the situation called for an extremely random request—one that many don’t make on account of its randomness. And while the lady at the front desk scrunched her brow slightly, she was very happy to lend her scissors nonetheless. And everyone was happy to have the gluey rubber band removed.
  • Idiosyncratic preferences: Everyone has an idiosyncratic preference about their hotel rooms. Some need an outside-facing window, lest they feel incarcerated. Others need separation from the sunlight, lest they stay permanently awake. Many care heartily about distancing themselves from the elevator or ice machine. Such preferences, while idiosyncratic, are completely fair game to mention while checking in or later. Indeed, you have to mention them if you want the preference honored—how else would they know? And the hotel hopes you do so they can immediately and rather easily boost your satisfaction (and their hotels.com rating).
  • Maintenance requests: Stay in enough hotel rooms, and you’re bound to encounter a rickety old air conditioner, constantly running toilet, or completely spent bulb. “I’ll just deal with it,” many of us think, not wanting to raise a ruckus or trouble the maintenance department. But why? I’m quite sure the hotel wants to know about the maintenance problem just as much as you want to tell them, so they can then head off a long line of dissatisfied occupants. There’s every reason to mention it and virtually no reason to stay mum.

These are just examples. Other opportunities to negotiate with hotels abound—from extra services, to late checkouts, to compensation for a generally crummy experience. The bottom line is that many hotel problems are quite easily solved by simply raising the issue. And raising the issue is exactly what a halfway decent hotel wants you to do.