We just about done? Another minute? Let’s talk. There are four elements of negotiating.
Each of these will have to do with knowing where you are in the negotiating process.
They’re really very simple, I’m going to go through this quickly. The first component
is what we call position; who has the position? It’s also known as leverage; who has the
position, who has the leverage? Let’s have an example. Mike, would you do me a favor,
would you role-play with me? I want you to be the hotel salesperson, I’ll be the customer,
and I’m going to call you at 4:45 on Friday afternoon. Ready? That’s assuming you’re
still there. “Oh my God Mike you got to help me my boss
just dropped a bombshell on my desk I got 8 guys coming in from out of town and we’re
going to do a new product demonstration, they’re arriving on Sunday, I know today is Friday
afternoon at 4:45, I need 8 guestrooms on Sunday night, I probably need some kind of
cocktail reception Sunday night, I don’t even have a budget for it, I don’t even
know how much money I’ve got for it. Then we got Monday night, Tuesday night, Wednesday
night, Thursday night; Thursday night I need some kind of dinner, probably about thirty-forty
people because I’m bringing all my heavy hitters together and I just want to have it
at the hotel it’ll be a lot easier, oh my god you got to help me.”
Nice round of applause for Mike. The question is, whose got the position? (Mike) Is there
any question whose got the leverage here? No question at all. This is obvious. Don’t
we wish we had more emergency calls like this, right? What should Mike now do? Up charge?
I like your attitude. Actually, I’ll go the opposite way with this. I don’t want
to calm things down, I want to heat ’em up. To further demonstrate my position, I
would probably say something like “Oh my gosh, Michael, it’s 4:45 on Friday, I am
slam-dunk sold out next week, I don’t have a single room anywhere. However-”
Now you fill in the blank. “I have always enjoyed doing business with you.” “I have
always told you to call me if your hotel of first choice makes a mistake” “I have
always told you I’ve wanted to do business with you.”
Right? Whatever that is, whether it’s in a return customer, a new customer, an existing
customer, a customer that’s sharing their room nights with another hotel, fill in the
blanks. “Oh my gosh, I am completely slam-dunk sold out, but I always told you to call me
if you get in a tight spot. Here’s what I’m going to do, I’m going to put you
on hold and I’m going to go directly to my general manager-” and you go from the
first person singular to the first person plural, “We’re going to get these rooms!
Can I just put you on hold? I’m going to run down to the GM’s office; not my director
of sales, not my director of- I’m going to
the top, here! I’m going to the top! Can
just put you on hold?” Why do you want to put them on hold? So they don’t call somebody
else. You don’t want to play phone tag here, “I’m just going