Former Community – We Moved
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"What's your name, BTW?" I can pay and leave terrible review, OR...
LOL I was just eavesdropping at the hotel lobby.
The power move this guy pulled was quite something.
BEFORE he started with his major complaint he asked the clerk, "oh, and what's your name".
It was in a very "by the way" fashion, and I actually thought "nice move, now he's going to personalize the experience and gain some social capital".
Well, he did personalize it, but in a very Machiavellian way:
(starts with his issue, which can't be solved in his opinion)
Talking at length about it would be a waste of time.
I can pay now, and I will leave really bad reviews on all the websites (mentioned a few websites).
Or I if you can discount me a few days, I will leave positive reviews and mention your name Chris.
All very calm and cold, stern, but no anger.
He didn't say he was going to mention his name in the negative reviews, but that was a looming threat hanging over poor Chris.
He could have asked for his name anyway and the clerk was forced to give it, I suppose.
But when the clerk didn't see it coming, it hits him harder and leave him confused. Confused people are easier to nudge into compliance.
Plus, whenever someone is not forced to give his name, this Mach approach will give you his name most of the times.
I don't know whether the issue caused to the hotel guest was very unfair and unsolvable though I feel like his move was very much like a threat and I feel like I would have skipped the "will leave bad reviews part".
I don't know whether skipping "will leave bad reviews" would have worked better since I feel it's more of a promise of value giving in the future or would have worked less because there isn't a angle of threat and value taking in it.
Feel free to share your thoughts on how you would have handled the clerk Chris.
Yeah, it felt over the top and too aggressive.
Usually, the general rule is that you want to start amicable first, then assertive if you don't get what you want, and then eventually go through the various leverage tools at your disposal.
Instead, with his approach, he went either-or.
If he doesn't get what he wants he's out -or at least, negotiating with much less power because one, he doesn't have much else he can add after that, and two, he must take a step back, and he self-frames as a lying sneaky guy-.
Alternatively, you can even field a request for something without asking for anything.
Come to think of it, I've never heard a name for it, so I'm going to Christen it as a technique.
Call it:
Blank Check Request
You pass him your request for something.
But you pass it empty, and let him fill it up:
I know it wasn't your intention and what's happened happened.
But still, this turned out badly for me and it cost me quite a bit (briefly explain the issue again to make it more vivid).
I hope you can see it from my point of view as a customer.
And if you do, maybe you can propose something to make up for the troubles?
Very empowering for him.
And if he refuses to give anything, then you can start with more hardball negotiation.
