|
Peter Barron Stark
President
Subscribe
for Free !
Introducing our
newest book
Here's what our readers
are saying ......
Order Your Copy Today
Visit our website at
www.everyonenegotiates.com
for more great resources
on negotiation
Contact us!
Peter Barron Stark
& Associates
11417 W. Bernardo Ct.
San Diego, CA 92127
Phone: 877.727.6468
Phone: 858.451.3601
FAX 858.451.3604
|
Tactic #31 - Playing a Broken Record
Summary: Repeatedly stating a position and
refusing to look at options.
One of the most difficult negotiators to deal with
is the unilateral thinker who can see only one possible outcome to a
negotiation. This negotiator’s attitude is “My way or the highway.”
Example
An airline
passenger is irate because the first-class reservation she thought was
confirmed for her flight is not in the airline’s system and no other
first-class seats are available. To every option the reservations
specialist suggests, the woman reiterates, “My reservation is in the
system. You have to find my seat.”
Counter
There are several counters that may be effective in this situation.
Apologizing and responding to the customer’s frustration with empathy is
a great place to start. Brainstorming alternative solutions with the
passenger or suggesting other alternatives that might work could also be
effective. For example, since no first-class seats are available, the
airline employee might offer the passenger a seat in a section of coach
that is close to the front of the plane. She might also try the
tactic of Higher Authority by asking, “On the off chance that my
supervisor can find you a first-class seat on another flight, would that
be agreeable to you?”
But some people never stop Playing Their Broken
Record. If that is the case, the airline employee could acknowledge
the passenger’s emotions (using the tactic of I Feel Your Pain)
and simply say, “I understand this is a very frustrating situation and
you are not happy. Of the possible solutions I have suggested, which one
would work best for you?”
This tactic is one of 101 strategies and tactics
featured in The Only Negotiating Guide You'll Ever Need, by Peter
Stark and Jane Flaherty.
Ask the
Negotiator
Dear
Peter,
My car has just turned 30,000 miles, and I know I need to take it in
for service to keep the warranty valid. Every time I take my car into
the dealer, I feel like they justify a need to rebuild the car from the
ground up. When I question my “service consultant,” he just says, “Of
course you’ll want to have these suggested preventative services
completed to keep your car running optimally.” What am I going to say,
“No, just do enough to keep it running marginally?” How can I negotiate
when I don’t even speak their mechanical lingo? Help before they do it
to me one more time.
Sincerely,
Tess
Dear Tess,
We’re been surprised by the dealer on more than one occasion
ourselves. Here are some tips we recommend to keep your car running
optimally and your bottom line in the black.
1) Do your homework. Research the owner’s manual that came with your
car. There is a detailed guide recommending appropriate service at
certain mileages. Armed with this, stick to your guns regarding
what will be done. If the auto builder doesn’t recommend it, you don’t
need it. Once you’ve determined what will be done, ensure that the
service work order reflects only what you’ve requested.
2) Use the power of competition. Once you know exactly what you
want done, call three dealers and get their prices to complete the
service. Don’t be afraid to question their bids and let them know that
you’re talking to other dealers. Say, “Is that your best offer?”
3) Shop for an independent mechanic. Who says you have to go to a
dealer? To keep your warranty valid the service needs to be completed
and documented, but doesn’t have to be done by a dealer.
Taking action will boost your confidence to negotiate like a seasoned
pro, keep your car running optimally and leave you with enough left over
to even afford a tank of gas!
Best regards,
Peter
Ask the
Negotiator - Are you involved in a
negotiation and not sure what strategies or tactics to use?
Send in your toughest negotiation
challenge and our team of expert negotiators will outline a specific
plan to ensure your success. Please send your negotiation
challenge to
info@everyonenegotiates.com. If your challenge gets
published, we'll send you our special edition Negotiation Mug,
filled with sweet treats.
To view this month's issue of The Master
Negotiator, the premiere on-line newsletter for negotiators,
follow this link:
The Master Negotiator, Volume 2, Number
6 Listening Skills Part II
To view previous Negotiating Tactics of the Week,
follow this link:
Negotiating Tactics of the Week
To forward this tactic to a friend or colleague
please click on the forward link below
|
