The post is dedicated to the lovely Alex from US Air.
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Business 101 will teach you the most basic rule to running a business: The customer is always right. As a consumer, it’s important to know how to rig that rule and use it to get what you want.
Waived change fees, discounts, free shipping, complimentary drinks. There may be no such thing as a free lunch, but there’s plenty of other free stuff.
Just today, I turned an inconvenient flight change into a complete day change and saved $360. It’s a gift, I know. Anyway, here’s a compilation of 5 simple steps that yield results and savings:
1. Be prepared. Have your confirmation numbers, your order numbers, your product numbers. When I called US Airways, I had a list of flight numbers and connections that would work for my schedule. If you’ve done your homework and make their job easier, they’ll be more inclined to help.
Try to make the interaction as human as possible. Remember your customer service person’s name and appeal to their emotions. Use the human connection to your advantage and have a story. Not a lie, necessarily (that’s your own deal), but an exaggeration is just as effective. On the phone today, I was trying to switch to an earlier flight. When they wanted to book a later flight, I said “I’m going back to school. I cannot be late.” All truth, butttt just makes me look more human.
2. Don’t necessarily tell them what you want. Let them figure it out. Say something like, “This shirt does not fit me and does not follow the measurements advertised on your site. Yet in order to return it and get the product that I want, I am being prompted to pay an additional fee for return shipping. I did what I should have. Now that I’ve been inconvenienced, how can this situation be remedied?”
In that above quote, note some key power phrases:
- “the measurements advertised on your site”-Homework!,
- “I am being prompted”-passive. Be the victim
- “I did what I should have”-Important. Put the responsibility on their shoulders
- “I’ve been inconvenienced”-passive again
- “How can this situation be remedied?”-This is the most important part. Avoiding “you” makes it look like you just want to fix the situation rather than point fingers at the poor kid behind the counter. And then they have to come up with options. And chances are there are several options that would please you!
It’s also important to remember that companies don’t exist without consumers. And they’ll do cartwheels to keep you. Site past experience with the company and how you’ve loved working with them before and want to continue, but are frustrated with their most recent performance. They want you. Trust me.
3. There is always a code. Anyone who’s worked retail knows there are buttons to push. What this means is DON’T GIVE UP. Keep explaining the situation and pulling strings. Show a variety of emotions and when they agree to change your plane ticket for a $360 fee respond with, “hmmm… how can that be waived.”
If they say they can’t fix the situation, go over their heads. Or, just hang up and call back to speak with someone else.
4. When in doubt, flirt. And that is some ancient female wisdom. Hold it dear.
5. When you end up getting what you want, return the favor. Ask your new best friend if there’s any way you can speak to an advisor and gush about how you’re such a happy customer and want to tell all your friends about this company. And when they pass the phone, do just that. Gush. Compliment. And then write a blog post about it.
