“What are you doing!? You’re not about to pay retail for that… are you?”
“Did you expect me to argue with the guy??? … I’m not cheap you know!!”
You may recognise or perhaps you have been in the above conversation. Chances are the people who refuse to haggle are the same people who happily clip coupons, or read through the sale flyers first thing sunday morning. Ask yourself, is negotiating a 5-10% discount any difference than saving a 10% off coupon for weeks or more until “one day when you need it?”
I would also like to dispell the myth that “not being cheap” has anything to do with being ripped off for something. Depending on where you are shopping, this may actually be commonplace already. It’s just that you never asked, so nobody ever told you.
If this sounds interesting at all, you should probably check this article at pcworld posted today. The author “mark” called his cable company with the complaint that he (as a loyal customer) was paying more than new customers. In my book, this means he was being ripped off, paying nearly three times what he should. I have done something similar a number of times in the past, and it usually works beautifully.
I won’t go into too much detail, because then you wont read the article, and it gives you a play-by-play of his whole conversation which is quite useful. What I will tell you, is that missing out on promotions is all too common for people who don’t speak up.
Tips:
- Be polite but firm. You know what you want, now get it!
- First contact customer support. Then speak to a manager. If you followed tip 1 you will get an ACTUAL manager rather than the buddy of the first rep.
- Stress the point that you have been a loyal, and repeat customer (you are, aren’t you?). You would really like to continue service/purchasing, but their price is simply too high. If one is available, mention a competitor who has a lower price, even if the service is not quite as good (within reason).
- If the manager is unable to help, ask for the retentions department and repeat with a manager if necessary (if they do not have a retentions department, ask for cancellations, then double check). If you notice in his log, they transferred his call/chat to ‘another department.’ This was likely a rep in the retentions department.
- Failing all of that… wash rinse repeat.
Many times one rep will be in a bad mood for one reason or whatever and won’t help, even though they can. Trying again doesn’t hurt… but if you don’t get something accomplished after once or twice, you’re better off calling their bluff and switching, or try again in a few months.
