BUILDING THE "GOLDEN BRIDGE"

This morning I was emailing with a service provider about a refund they had denied me. I caught myself getting ready to do the proverbial “chest pounding” and threaten to “take my business elsewhere.” (Insert eye-roll.) Then I remembered a tip I learned from listening to Chris Voss, a former FBI hostage negotiator. He explains that negotiating is often helping someone back down with dignity. He suggests building a “golden bridge” for them as you negotiate. (Ask for something in a way that makes the other person feel good about giving you what you are asking for.) So, instead of pounding my chest, I thought about a way I could re-ask for the refund and give them a way to say, “yes” while walking away from the “negotiation” feeling like they were the winner. I emailed the service provider and explained that I was unaware of the policy they referred to in denying my refund. I also stated that I really appreciated them explaining it to me and I would make sure to do things properly next time and would there be any chance I could have a break this one time? I was refunded immediately.

The next time you find yourself in one of those interactions, try building a golden bridge. It just might help you get to where you want to go. Have a fantastic week!