Avoid Confrontation

In the same way there are certain guidelines that you should follow.

Don't talk too much yourself, as you may end up giving too much away and it is likely to reduce your ability to read signals coming from the other side. Wherever you can, ask the other side to justify their position on an item by item basis and make sure that you understand their reasoning clearly.

Don't just say no - if the other side wants something that you cannot give. Where possible, try to offer an alternative package. For example if you cannot meet the customers required delivery date, could you deliver part of the order on that date, followed by the remainder shortly afterwards.

Don't overstate your case. The use of emotive words and metaphors can add interest and aid understanding. However, if taken too far it can reduce the credibility of your main argument. It is often better to understate a strong case than to overstate a weak one.

Don't highlight your own shortcomings. Never use your own problems or shortcomings as bargaining chips, this almost inevitably backfires. For example if you try and justify a price rise as being the inevitable consequence of staffing problems, then it is likely that the customer will start to view your competitors in a better light.

Don't deny obvious weaknesses in your position. As you may jeopardize your credibility if you assert that they are not really weaknesses. A better tactic is to downplay them in comparison to other areas - where your position is strong.